Frequently Asked Questions

Prospective Members:

Eleanor Health offers a variety of services to help you live an amazing life. Our main focus is helping those who are struggling with alcohol or substance use disorders and/or mental health issues including anxiety, depression, and trauma. 

We will customize your care to your specific needs. This might include individual & group therapy, Medication for Addiction Treatment (MAT), care coordination, psychiatric services, or peer support.

We know you need more than just healthcare. Eleanor Health can help you access community resources related to finding a job, housing, finances, and food security. If you would like help in any of these areas, request an appointment with your Health Advocate or Community Recovery Partner.

You must be 18 years or older to receive care from Eleanor Health.

Currently, we do not offer support for gambling, sex, food, and shopping addictions.

Eleanor Health is a great choice for those who are seeking whole-person care, virtual care, and those who have co-occurring conditions. 

Whole person care is defined as a method of care that involves your mental, physical, social, and emotional health. If you’re looking for complete treatment plans that include medication, therapy, and other resources, like job assistance, housing assistance resources, and childcare arrangements, Eleanor Health would be an excellent option.

Many people who struggle with addiction are also attempting to manage things like depression, anxiety, PTSD, and other mental and physical health issues. Eleanor Health doesn’t only manage medication and therapy for addiction, it also curates treatment plans for those who have multiple or co-occurring health conditions.

The majority of our appointments are virtual. In some clinics, we do offer in-person appointments per request. We strive to get you connected as seamlessly as possible and will send you a video link prior to your scheduled appointment. 

Our virtual appointments are only available to members in states where we have clinics. Those states are: Florida, Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington. 

Eleanor Health’s doctors and therapists are able to connect with you virtually. We know it’s difficult to balance work and home life, so we will work with you to find an appointment time that best fits your schedule – even if it’s a check-in over a lunch break! 

Please call us (877-759-5017) or submit a request form here to get started.

Yes! At Eleanor Health we work with you to create a custom care plan that meets your needs. We are not an abstinence-only program. 

Our addiction treatment programs are tailored to each community member’s unique needs and have a variety of services including medication for addiction treatment (MAT), individual & group therapy, psychiatric care, & peer support specialists who can help you with job needs, housing support, and other needs.

At Eleanor Health, we will not discharge you if you relapse. Our commitment to your addiction recovery journey is judgment-free and we are here for you every step of the way. If a relapse occurs, it’s not a sign of failure—it’s a sign that treatment needs to be reevaluated. We will work with you to fine-tune your treatment plan and make sure you have the best possible tools to stay on track.

We prescribe several different medications here for several different situations in order to meet people’s goals. Your provider will discuss all of the options they may be able to provide for you. You will be a partner in treatment and have the option to decline any recommendations that you do not agree with.

Yes! Please see the “help my loved one page for helpful resources, articles, and an ebook on how to support and educate friends and family members. In addition, you can refer someone to our services by filling out this form.

Yes, we provide interpretation services for in person and virtual appointments. Your health care provider will coordinate interpretation services, if needed

Current Members:

Please call our Member Support Center with questions about rescheduling and missed appointments. INSERT NUMBER HERE.

Your care plan details are 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.

Zoom is the platform we use for virtual care appointments. To download zoom to your computer or phone please click here: Download Zoom

You have three ways they can join their virtual appointments by Zoom:

  • If you receive text messages from Eleanor Health, you will receive a Zoom link in a text and email 15 minutes before your appointment. When you click into the link, you will be brought directly into the Zoom appointment.
  • You will also receive an email reminder for your appointment. The link will be in an email with the subject line: Invitation: Eleanor Health Virtual Appointment. When you click into the link, you will be brought directly into the Zoom appointment.
  • If you have signed up for the Member App (link to the app login), you can join via the “Visits Tab.” When you click on the join now button,  you will be brought directly into the Zoom appointment.

The only equipment needed is a smartphone, tablet, laptop or desktop computer, tablet, or another device with internet access, a microphone and a camera.

Yes, please login through our member portal here <https://www.eleanor.health/login> If you do not have an account created yet, please create an account here.

Insurance & Payment:

Eleanor Health partners with many insurances companies including Aetna, United/Optum, Horizon, Blue Cross Blue Shield (BSBC), and Medicaid

To find out how much your health insurance will cover, call us at (856) 420-7011 or complete our insurance verification form.

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.

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

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.

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

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. 

Eleanor offers a number of different flexible payment options, including 0% interest payment plans that will 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

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

Phone: 781-487-1101

E-Mail: mfs@eleanorhealth.com