About the Role

The Member Access Specialist plays a critical role in connecting people to life-changing addiction and mental health care at Eleanor Health. This role sits at the intersection of healthcare access, patient advocacy, and consultative sales.

Member Access Specialists are often the first human connection a prospective member has with Eleanor Health. You will guide individuals and families through moments of uncertainty, help them understand their care options, and confidently advocate for Eleanor Health’s care model when it is the right fit.

This is not a traditional call center or passive customer service role. Success requires urgency, empathy, follow-through, and a strong comfort with goals, metrics, and outcomes. You will work in a fast-paced, technology-enabled environment where your efforts directly impact access to care, enrollment, and recovery outcomes.

What You'll Do

• Serve as the first point of contact for prospective members via inbound phone calls, web form submissions, and online scheduling workflows
• Proactively outreach to prospective members who:
• • Start but do not complete online scheduling
  • Submit web forms requesting information
  • No-show to their first appointment and need re-engagement
• Confidently educate prospective members on Eleanor Health’s whole-person care model, including what we do and what we don’t offer, while positioning Eleanor as a strong option for people seeking support with substance use
• Use a consultative, sales-oriented approach to:
• • Understand a prospective member’s needs, motivations, and barriers
  • Address concerns and hesitations
  • Clearly articulate the value of Eleanor Health’s approach to care
• Maintain ownership of leads by creating follow-up tasks, documenting next steps, and ensuring no prospective member “falls through the cracks”
• Manage inbound referrals from external providers and community partners, including proactively outreaching to confirm receipt of referrals, provide status updates when appropriate, and request additional or updated contact information to ensure timely connection to care
• Meet or exceed individual and team performance metrics, including:
• • Answer rate & speed to answer
  • Quality score
  • Conversion to scheduled and completed first appointments
• Accurately document all interactions in CRM (Salesforce) and EMR (Athena)
• Collaborate closely with clinical and operations teams to ensure a seamless member experience

Continuously improve your approach by incorporating feedback, coaching, and performance data

Who You Are

• You have experience in healthcare, ideally in patient access, care coordination, community outreach, admissions, intake, or member engagement
• You bring a sales mindset — you are persuasive, confident, and motivated by outcomes, while remaining deeply empathetic and ethical
• You are comfortable working in a metrics-driven environment and understand that data is a tool for improvement, not pressure
• You have a “fire in the belly” for expanding access to high-quality, stigma-free addiction and mental health care
• You take ownership — if someone says “I’ll call back,” you create a follow-up plan rather than closing the loop
• You move quickly, manage multiple leads at once, and thrive in a fast-paced environment
• You are tech-savvy and comfortable working across CRM systems, scheduling tools, and communication platforms
• You adapt easily to change and are energized by building new processes rather than relying on rigid scripts
• You communicate with clarity, warmth, and professionalism — even in emotionally complex or high-stakes conversations
  
  

Compensation & Benefits

The total target compensation range for this position is $21-22 an hour. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.

Eleanor Health offers a generous benefits package to full-time employees, which includes:

• Generous Paid Time Off (prorated for new employees) - unplug, relax, and recharge! 
• • 12 Vacation days
  • 12 Wellness (Sick) days
  • 3 Floating holidays
  • 9 Company-observed holidays
  • Jury Duty, Voting Leave, and other forms of paid time off may be available
• Eleanor-paid medical and dental insurance plans, with affordable vision coverage - We are a health first company, and we strive to make our plans affordable and accessible.
• 401(k) plan with 3% match - We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.
• Short-term disability - We understand that things happen, we want you to feel comfortable to take time to get better.
• Long Term Disability - Picks up where Short Term Disability leaves off (employee paid).
• Life Insurance - Both Eleanor and employee-paid options are available.
• Family Medical Leave - Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that you or a family member/significant other might be facing.
• Wellness Perks & Benefits - Mental Health is important to us and we want our employees to have the accessibility you deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
• • Mindfulness App Reimbursement
  • EAP with eight face-to-face sessions
  • Virtual health and wellness visits covered by our medical plan.