• Re-engage prospective and early-stage clients through timely, high-empathy outreach via phone, SMS, and email. This includes those who submitted inquiries but haven’t booked, canceled/no-showed their first session, or may be uncertain about their provider fit. • Coach clients through key moments of decision-making, providing clarity on platform tools (e.g., messaging, rescheduling, rematching), addressing hesitation, and offering provider support options that meet their evolving needs. • Document and track client interactions using tools like Intercom to maintain a clear record of communication, surface trends, and ensure timely follow-up throughout the client journey. • Partner with internal teams including Clinical, Provider Operations, and Support to resolve issues quickly, share insights, and ensure a seamless handoff for escalated or complex cases. • Champion continuous improvement by identifying recurring pain points or engagement barriers, advocating for client needs, and contributing to cross-functional efforts to enhance the overall care experience.