Client Experience Lead

Job description

Haven Women's Health and Birth Center Client Experience Lead Full-Time · On-Site · Non-Clinical Reports to Practice Manager ABOUT THE ROLE The Client Experience Lead is the heartbeat of Haven's front office. You are the first voice clients hear, the first face they see, and the person who ensures every client's journey from inquiry to postpartum care feels warm, organized, and seamless. This role blends front-desk excellence with administrative operations, brand stewardship, and community coordination. It is ideal for someone who thrives on variety, takes genuine pride in exceptional client care, and brings both warmth and operational rigor to everything they do. KEY RESPONSIBILITIES Client Experience and Front Desk Create a warm, calm, high-trust experience for every client from first contact through check-out, maintaining HIPAA compliance in all client interactions Manage all inbound communication, including phones, the general contact inbox, and scheduling requests Oversee the full client intake process, including forms, demographic and insurance information, medical records, and referral coordination Handle scheduling for appointments and classes, including instructor coordination and calendaring conflict prevention for clients and providers Collect payments, explain charges and send reminders to clients Administrative and Clinical Support Coordinate daily clinic operations, calendar management, and internal communication with clinical staff Manage ClientCare (our EHR system) daily, including messages, prescriptions, postpartum scheduling, and the admin handoff document Maintain facility presentation, supply inventory, and classroom setup for events, classes, and tours Organize and manage document records, referral follow-up, and schedule templates across ClientCare and Google Brand, Marketing, and Sales Serve as the primary point of contact for Haven's outsourced marketing and brand support, coordinating updates and campaigns Manage website content, class schedules, and client-facing materials to ensure accuracy and brand consistency Lead sales follow-up after tours, assist with financial conversations, and identify opportunities for revenue and funnel growth Oversee branding initiatives, testimonial systems, community partnerships, and monthly email newsletters Tours, Events, and Community Arrange, promote, and lead birth center tours and client orientation Plan, coordinate, and break down internal and external events, including the annual birthday celebration, Meet the Doula Night, and other community outreach Prepare client and postpartum gift bags and send handwritten cards to new clients, referral sources, and families who have experienced pregnancy loss WHAT WE'RE LOOKING FOR Exceptional interpersonal skills with a natural ability to make clients feel seen, safe, and cared for Experience in a birthworker environment is strongly preferred: doula work, labor and delivery, midwifery support, or similar exposure to birth-centered care Financial experience is a strong preference, including comfort with payment collection, basic billing conversations, and budget or invoice management EHR or EMR experience is strongly preferred; direct experience with ClientCare is a meaningful advantage Highly organized, proactive, and skilled at managing competing priorities in a fast-moving care environment Proficient with Canva, Google Workspace, scheduling platforms, and basic website content management (Wix) Strong written communication skills across email, client correspondence, and handwritten notes Committed to HIPAA compliance and client confidentiality in every interaction ABOUT HAVEN Haven Women's Health and Birth Center is an independent, midwife-led birth center dedicated to providing compassionate, personalized care throughout pregnancy, birth, and the postpartum period. We believe every client deserves to feel supported, informed, and deeply cared for, and this role is central to that mission.