Client Experience Lead

Haven Women's Health and Birth Center; Cary (NC); On-site; USD 52,000 - 72,000; Full time

Job summary

Haven Women's Health and Birth Center in Cary, NC is seeking a Client Experience Lead for a full-time, on-site, non-clinical role. You will be the heartbeat of the front office, the first voice clients hear, and the person ensuring every journey from inquiry to postpartum care feels warm, organized, and seamless.

You will blend front-desk excellence with administrative operations, brand stewardship, and community coordination, delivering exceptional client care with warmth and operational rigor.

Qualifications

• Excellent interpersonal skills to make clients feel seen, safe, and cared for.
• Birthworker environment experience preferred.
• Experience with financial conversations and basic billing.
• EMR/ClientCare experience preferred.
• Highly organized with ability to manage competing priorities in a fast-moving care environment.
• Proficient with Canva, Google Workspace, Wix and scheduling platforms.
• Strong written communication and HIPAA confidentiality.

Responsibilities

• Create a warm, high-trust client experience from first contact through checkout.
• Manage inbound communication and scheduling requests.
• Oversee client intake: forms, demographics, insurance, records, referrals.
• Coordinate scheduling for appointments and classes; manage instructor calendars.
• Collect payments and explain charges; send reminders.
• Coordinate daily clinic operations and internal communications with clinical staff.
• Manage ClientCare daily: messages, prescriptions, postpartum scheduling, admin handoff.
• Maintain facility presentation, inventory, and classroom setup for events and tours.
• Organize documents, referrals, and schedules across ClientCare and Google.
• Lead branding efforts, website content, and marketing campaigns.
• Plan and lead tours, events, and community outreach.
• Prepare client gift bags and handwritten notes.

Skills

Interpersonal skills

Birthworker exp

Financial/Billing experience

EMR / ClientCare

Organizational skills

Canva

Google Workspace

Website CMS

Tools

ClientCare

Wix

Google Workspace

Canva

Scheduling platforms

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.