• Serve as the initial point of contact for patients and caregivers • Build rapport and establish trusting relationships with patients and families • Make outbound calls to educate patients about Sylvan Health programs and assist with enrollment; schedule telehealth initial and follow-up visits with Registered Dietitians • Support patients with questions related to scheduling, telehealth visits, and general insurance concepts • Send follow-up communications through phone calls, SMS, email, and patient portal messaging • Provide timely support for inbound patient communications, including appointment adjustments and visit transfers • Deliver exceptional customer service and empathy during every patient interaction • Collaborate closely with Registered Dietitians and other care team members • Document patient interactions accurately within EMR and CRM systems • Resolve patient and caregiver questions professionally and efficiently • Navigate multiple systems and workflows simultaneously in a detail-oriented manner

• Collaborate closely with the Director and leasing team to drive the full leasing lifecycle • Champion leasing excellence by applying strategic expertise, guiding confident decision making, and fostering urgency to optimize team performance and conversion outcomes • Identify opportunities to streamline processes and improve conversion, speed, and customer satisfaction • Guide junior leasing agents by offering mentorship, sharing best practices, and providing support as needed • Handle difficult leasing situations with tact and professionalism • Manage leads and lease opportunities, utilizing CRM tools • Maintain accurate records of leasing activity and contribute to data driven decisions to improve performance • Take on additional responsibilities and special projects as needed

• Create clear, impactful visualizations of data, including reports and dashboards • Ensure the absolute accuracy and reliability of all built data products • Partner with the AVA Product Director to build master dashboards and visualizations • Query Viamo data to answer specific questions about the performance of AVA • Map and analyze the end-to-end user journey within AVA • Translate complex data architectures and statistical findings into clear insights and recommendations • Guide the product team to plan metrics definitions and recommend approaches

• Manage and execute tasks in line with company SOPs and agreed regulatory standards, including the following: • Accurate record keeping of all tasks (real-time updates to applicable trackers and maintenance of high-volume emails/site communications) • Able to follow study changes, re-prioritize assignments based on study needs, and work independently Responsible for mentoring junior study team members and overseeing their work output • Support activities of Rater Services Managers with minimal oversight on assigned tasks • Act as primary point of contact for sites/raters/CRO from study start-up through close-out • Drive activities and ensures timely delivery of project tasks leading to the completion of client deliverables • Direct communication with site level staff to provide operational support throughout the study lifecycle • Management and delivery of phase I-III clinical trials (understanding and tracking against the project SOW) • Effectively manages, tracks, and communicates key project deliverables in a proactive manner to the study PM or sponsor or Rater Training Lead • Assumes a Rater Training Lead role for small to medium size studies. • Coordinate consultant (LEAD) communications and scheduling.