Frequently asked questions

We know that starting your recovery journey can be overwhelming. Find answers to some commonly asked questions below.

Building your treatment plan

  • How long does Eleanor Health’s care model take?

    Your recovery is unique to your experiences, so we don’t preset the length of your treatment plan. Our services and support are available for as long as you need our help. Recovery is a lifelong process but you’re never alone. Even if you struggle along the way, we’ll be by your side to encourage you every step of the way.

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  • How often do I come in to see my care team?

    Depending on what you and your treatment team decide, you can expect to visit us one to three times a week for your first 90 days. As your confidence and stability build over time, the number of visits may change based on your needs.

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  • What’s included in my personalized treatment plan?

    It will include a combination of medical services, individual and group therapy, and community-based support services. It’s an approach called “whole-person” that takes care of your physical and mental health and overall well-being. Research shows that a whole-person approach to addiction treatment gives your recovery the best chance for long-term success. Each part is important on its own and when combined, they create a solid foundation for your lifelong recovery.

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  • What is a personalized care plan?

    No two people are the same, which is why we don’t use “one size fits all” care plans. Our team works with you to create your personalized treatment plan based on your specific needs, preferences, and goals.

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  • What happens during the first appointment?

    On your first visit, you will meet with our team of doctors, therapists, and community recovery partners who are experienced in treating substance use disorders. Part of their job is to learn more about you and your past as well as your goals for the future. The team works with you to understand your needs so we can help you build your personalized treatment plan. It’s how we ensure your recovery gets off to a strong start.

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Connecting with your community recovery partner

  • What is a Community Recovery Partner?

    During your first appointment, you will meet with a Community Recovery Partner, a key member of your care team. The Community Recovery Partners help you develop your care plan and how to make Eleanor Health work best for you and your needs. They can even meet with you at your house, or wherever is most convenient for you. They also assist with connection to social services for you and your family that improve the quality of your lives. These services may include housing, food stability, employment and job training, childcare, legal services, transportation, and more. Whether you need some help dealing with a difficult time or want to celebrate a milestone in your recovery, their support is just a call away.

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Getting started & scheduling appointments

  • What should I do if I miss my appointment?

    You can call your local clinic for help with rescheduling. Our administrative staff is available 24/7 to help manage requests.

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  • How long is the first appointment?

    Your first appointment will include a comprehensive physical and mental health assessment. The time this takes varies by patient, but you should plan for two to three hours.

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  • What should I bring to my appointments?

    Please bring your photo ID, insurance card, and a list of all prescription and over-the-counter medications you are currently taking.

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  • How early should I arrive for my appointments?

    We recommend arriving at least 15 minutes early.

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  • Do you have any appointments available in the evenings or on weekends?

    We understand that you need to balance your work, school, family, and other priorities with your recovery. Scheduling is flexible, with evenings and weekend appointments available. Outside of your weekly scheduled visits, we stay connected with you so help is accessible whenever you need it.

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  • How soon can I get an appointment?

    Once you contact us for help, our goal is to meet you as soon as possible. We offer unmatched access to care, and have appointments in the evenings and on Saturdays so that you can recover in sync with your schedule.

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Payment & insurance information

  • What if I have more questions?

    If you have questions about billing, insurance or payment arrangements, please contact our Member Financial Services department:

    Phone: 781-487-1101


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  • What if I cannot pay my entire bill?

    Eleanor offers a number of different flexible payment options, including 0% interest payment plans that will that work to pay down the balance quickly without hurting you financially. If you have questions or would like to set up a payment plan, please call Member Financial Services at 781-487-1101

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  • What does “in-network” and “out of network” mean?

    If you receive your health care services from a hospital, physician or other health provider that participates in your health plan, they are considered “in-network.” Hospitals, physicians or other health care providers who do not participate in your health plan may be referred to as “out-of-network.” You may have a higher coinsurance and/or co-pay for out-of-network services. In some cases, out-of-network services are not covered at all.

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  • What is coinsurance?

    Coinsurance refers to the percentage of the total charges that you are responsible for paying for your visit.

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  • What is a deductible?

    Your deductible is the specific dollar amount that you must pay before your insurance company will begin paying for your visits. For example, if your insurance plan has a $2,000 deductible, you will need to pay $2,000 before your insurance plan will begin paying. If you are not sure what your deductible is, contact your insurance directly and they will tell you how much your deductible is, what services it applies to, and how much of it has been met.

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  • What is a copay?

    A copayment, or copay, is a specific dollar amount that your insurance requires you to pay at every visit.

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  • Why am I receiving a bill from Eleanor Health?

    There are several reasons why you may be receiving a bill from Eleanor, despite having insurance coverage. Many insurance plans require you to pay a copay, deductible or coinsurance for certain services and procedures. There are also instances when a plan pays less than what is expected or what is agreed upon based on the provider/payer contract.

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Your medical services

  • What types of medications are used to treat addiction?

    Some medications commonly used in our medically-supervised program include Buprenorphine/Naloxone (also known as Suboxone), Naltrexone, and Vivitrol. We closely monitor dosages and work with you to find the lowest dose that is effective for helping you maintain your recovery.

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  • Will medication be a part of my care plan?

    For many people, medication is a necessary part of a comprehensive approach to their overall treatment plan. Medication-Assisted Treatment (MAT) can make your recovery easier by reducing withdrawal side-effects and helping prevent relapses. The team working with you will provide information and medical expertise to help you decide if and which type of MAT is right for you. Many individuals experience other mental health disorders that occur alongside their addiction. If you have anxiety, depression, bipolar disorder, ADHD, PTSD or any other psychiatric symptoms, our psychiatric practitioners offer comprehensive evaluations and medication treatment.

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  • What if I have other health problems along with addiction?

    If you have any physical health problems, such as diabetes, high blood pressure, chronic pain, sleep disorders, or infectious illnesses, our nurses can teach you how to manage these conditions while you focus on your recovery. They regularly follow up with you to provide any assistance you need while adjusting to your treatment plan. Part of their job is to keep the other members of the care team updated on your progress so if you need additional support, the team is ready to help you.

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  • What are the benefits of medical services as a part of a care plan?

    Your care plan starts with addressing the physical symptoms of addiction. Every person that comes to Eleanor Health begins their recovery journey with a medical exam. Our medical team will assess you for symptoms of withdrawal and overall health and wellness to see what type of care would be most helpful.

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Your mental health services

  • What is the difference between individual therapy and group therapy?

    Individual therapy involves one-on-one interaction between you and your therapist in a safe, confidential space. Talking to a therapist might seem overwhelming, but we assure you there is no judgment. Your therapist is here to assist in making your recovery process feel more manageable. Some people may struggle with their emotions or past traumas that can be related to their addiction. As experts in human behavior, therapists also teach you how to gain control over strong emotions and change your thought patterns. You and your therapist can also invite your partner or family members to participate in your session.

    Group therapy involves a small group of your peers facing the same challenges as you. Speaking in front of a group of people may seem uncomfortable, but what you share in the group sessions is completely confidential. Everyone is brought together by their desire to recover from active symptoms of addiction. A therapist or counselor oversees the group and guides the conversation. Your group will provide you with a respectful and understanding community of people who share your experiences with addiction. Together, you act as support and encouragement for each other throughout your recovery.

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  • Why are mental health services a part of my treatment plan?

    Your roadmap to recovery strengthens every aspect of your well-being, including your mental health. Our approach focuses on connecting your mind and body through therapy, which is a proven beneficial treatment for addiction. During one of your first visits to Eleanor Health, you will meet with one of our therapists who will be a trusted resource to you. Our team of compassionate, experienced mental health professionals is trained to help patients with substance use disorders. They will help you decide which type of therapy is the most effective and convenient for your needs and schedule.

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We know reaching out can be hard. Call today to speak with one of our recovery specialists. We will listen, learn, and offer support – without judgment. We welcome every person in need of support.

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