One of the things that sets Donor Egg Bank USA™ apart is the incredible support we’re able to offer our prospective parents. That’s thanks to our team of dedicated client services professionals. We asked our Director of Client Services, Monica Parsons, to share with us a little bit more about what she and her team do.
Monica explains that the team’s first priority is to make sure they’re meeting the needs of anyone using frozen donor egg to grow their family. Here are just a few of the ways in which they typically lend their assistance and expertise:
Of course, the client services team isn’t just there for all the standard steps and questions, but also committed to offering answers, guidance, and assistance to make even the unexpected moments a little easier. That includes:
“We don’t consider our client services relationships to be transactional,” Monica explains. “We’re making sure we are supporting intended parents at every step, depending on their needs and timeline.”
Monica emphasizes that the key to providing this level of service is having the right team in place. She calls hers “the most incredibly caring and knowledgeable group.” And she adds, “Everyone has a strong calling toward our end goal of helping people navigate through a really difficult time.” While the team’s client services background is diverse (some even come to Donor Egg Bank USA from fertility clinics) they all receive rigorous training and support. Of course, for Monica, the most important job requirement is the ability to be “empathetic, genuine, and kind.”
Although each team member may have an area of expertise (as a care navigator, financial coordinator, or shipping coordinator), they are all highly trained, well informed, and ready to answer any question about any part of the process. So, you never have to depend on just one person being available. Instead, this highly collaborative approach makes it much easier for you to get the help you need when you need it. As Monica explains, “I know our prospective parents’ time is valuable. I don’t want them to have to ‘play phone or email tag’ waiting for one specific person to address their questions or next steps.” It also means that you have an entire team, in constant communication, that’s working on your behalf — sometimes even trading donor recommendations with each other to help a parent find just the right match.
Of course, sometimes the most valuable service our specialists can perform is to simply lend a sympathetic ear. That’s because they understand that not everyone feels comfortable sharing the details of their journey with many other people. That’s when a customer service team member goes from being a voice on the phone, to a sounding board, and even a friend. Monica recalls fondly the thank you notes and baby pictures her team receives. And is always thrilled to help a “returning parent” who is ready to add another child to their family.
Monica’s best advice to prospective parents who are considering using frozen donor egg, “Call us! All we ask is that you give us the opportunity to help you learn more.” And what does she want to learn from you? Everything. Once the team gains insight into where you are on your journey, your particular needs, and your expectations, they can help you to make the most informed decisions for your specific situation. And for Monica and her team, transparency is the best policy. If you’re just in the “information-gathering” stage, that’s okay. There are no obligations attached to simply finding out more about what we have to offer.
Monica has one important reminder she shares with each new team member who comes on board, “Remember, every time the phone rings, that person on the other end of the line does not want to be calling us. They’ve likely already spent years and, in many cases, significant financial resources trying to start a family. So, it’s our job to be as pleasant, supportive, and helpful as possible.” And for Monica, that means helping prospective parents to fully appreciate there are many ways to start and grow a family, and that Donor Egg Bank USA can offer the solutions and the support they need to do so. Or, as Monica says, “We’re here to give hope (and offer options) to people when they are feeling hopeless.”
Ready to learn more about using frozen donor egg to help grow your family? Just reach out to Monica and her team of client services professionals at 240-778-6210. You can also find out more about Donor Egg Bank USA, including information about our Assured Refund Plan® option, by visiting us at DonorEggBankUSA.com. Or, if you’re ready to get matched to your ideal donor, start your search here.