ABOUT ELEANOR HEALTH

At Eleanor Health we are helping people affected by addiction live amazing lives. We work to fulfill this goal by building and growing the first addiction and mental health services provider designed to deliver a longitudinal, whole-person, value-based model of care for each community member. Our team is ambitious and committed to this unique opportunity, and understands the importance of attracting strong and experienced talent to make our vision for Eleanor Health a reality every day, and for every recovery journey we are entrusted to be a part of.

ABOUT THE ROLE

This role is dedicated to understanding and improving both the member journey and provider journey during the first 30 days of care at Eleanor Health—ensuring every milestone and touchpoint nurtures trust, engagement, and long-term success.

WHAT YOU’LL DO

• Lead research and service design focused on the member and provider journeys from initial lead through the first 30 days of care.
• Ensure every milestone and touchpoint in this critical period is supportive, seamless, and builds trust for long-term engagement and health outcomes.
• Map the end-to-end first 30-day member and provider journeys, identifying gaps, barriers, and opportunities to strengthen alignment between care teams and members.
• Conduct qualitative and quantitative research (interviews, usability testing, journey mapping, persona development, ethnographic observations, surveys, analytics) to uncover needs and pain points for both members and providers.
• Translate insights into actionable service improvements and design solutions that prioritize early engagement, retention, and provider enablement.
• Collaborate across clinical operations, product, design, and engineering teams to communicate findings and drive improvements.
• Create journey maps, lo-fi prototypes, and service blueprints to align internal teams and partners on the first 30-day member and provider experience.
• Establish and track experience metrics specific to onboarding and early engagement, reporting on progress and opportunities for improvement.
• Audit experiences for accessibility improvements and develop/share ADA best practices.Conduct market and competitor research to ensure Eleanor Health’s early member and provider experience reflects national best practices and innovation in behavioral health.