• Via a chat hotline, sufficiently answer incoming inquiries related to meal planning, nutritional needs, and behavioral challenges in a timely, professional, and supportive manner in line with that patients’ individualized treatment and meal plans as well as Equip protocols and treatment philosophy. • Convert escalated or complex inquiries to phone or video support to ensure timely resolution. • Monitor the chat queue to ensure timely responses, prioritizing multiple conversations at once while maintaining quality and professionalism. • Complete administrative tasks including documentation of interactions and messaging triage/response as appropriate. • Maintain patient confidentiality and adherence to all company policies and procedures. • Deliver on response time, resolution and satisfaction SLAs. • Participate in required training and internal meetings. • Perform other duties as assigned.