• Serve as the primary point of contact for prospective and enrolled patients/members via phone, email, and portal communication. • Create a welcoming, empathetic experience by building rapport and providing clear, timely support throughout the patient/member journey. • Communicate with patients about services, provider availability, insurance coverage, and next steps. • Assist Spanish-speaking patients/members to ensure clear communication. • Translate materials from English to Spanish when needed. • Support intake and onboarding by collecting and verifying demographic, insurance, and referral information; ensuring all forms, consents, and authorizations are completed accurately. • Coordinate insurance eligibility and benefits verification, as needed. • Schedule initial and ongoing appointments and coordinate with clinical, nutrition, administrative staff, and referring providers. • Provide orientation and onboarding support, including portal access, digital tools, meal profile management, and preparation for initial sessions. • Monitor onboarding and program engagement tasks and follow up to address outstanding items and encourage completion. • Maintain regular communication throughout the program, assisting with navigation, referrals, scheduling, rescheduling, and troubleshooting service-related concerns. • Accurately document all patient/member interactions in the EMR system. • Conduct midpoint and post-program satisfaction surveys, identify barriers to engagement, and escalate concerns as appropriate. • Participate in team meetings, contribute to process improvements, and comply with HIPAA, confidentiality standards, and company policies.