Customer Insights Manager, Home Health/Hospice (US, Remote)

Eleos Health

9d•$120,000 - $150,000•Remote

About The Position

Eleos Health is seeking a Customer Insights Manager to join their team and expand into the Home Health and Hospice (HH&H) market. This role will work closely with the Clinical Strategy team and serve as the HH&H compliance subject matter expert. The position acts as a liaison between customers' clinical realities and the company's product, engineering, sales, and implementation teams. Responsibilities include translating regulatory frameworks into product requirements, compliance rulesets, and customer guidance, as well as contributing to the development of a compliance dashboard and custom rules engine for the Care at Home vertical.

Requirements

Clinical licensure and direct patient care experience in home health or hospice (RN, PT, OT, SLP, SW, or equivalent)
5+ years in quality assurance, compliance, or clinical operations leadership (director level or above preferred) within a home health, hospice, or combined HH&H organization
Deep working knowledge of CMS Conditions of Participation, OASIS-E, HOPE, PDGM, and hospice eligibility/recertification documentation standards
Hands-on experience with audit preparation (CMS surveys, state surveys, ADRs, ZPIC/UPIC audits), QAPI programs, and corrective action planning
Familiarity with major HH&H EHR systems (e.g., HCHB/Homecare Homebase, WellSky/Kinnser, MatrixCare, Netsmart, Careficient, Healthwyse)
Strong project management skills, with the ability to prioritize and execute across multiple workstreams simultaneously
Experience with LLM prompt engineering, AI model validation, or data-driven quality improvement methodologies

Nice To Haves

Background in revenue cycle management, coding compliance, or billing operations in HH&H
Certifications such as COS-C, CHC, CPHQ, or HCS-D
Experience navigating PDGM recoupment risk, hospice fraud enforcement, or CMS TPE reviews

Responsibilities

Translate CMS Conditions of Participation, state regulations, accreditation standards, and payer requirements into operational workflows and AI rule sets, and maintain compliance rule libraries covering OASIS-E accuracy, HOPE assessment validation, hospice eligibility/recertification documentation, PDGM coding compliance, and SDoH capture.
Provide clinical validation and subject matter expertise for AI-driven compliance prompts, Live Quality Assist nudges, and compliance dashboard checks, reviewing AI-generated narrative notes, OASIS responses, and HOPE items for clinical accuracy and regulatory alignment.
Lead discovery sessions with HH&H executives, QA/QAPI directors, and clinicians to identify compliance needs and workflow gaps, and support compliance implementations end-to-end — including data schema validation, EHR ingestion review, and custom rules development.
Serve as the HH&H compliance SME during customer meetings, QBRs, and onsite visits alongside sales, customer success, and implementation teams.
Educate internal teams on HH&H compliance personas, regulatory frameworks, and market dynamics, and partner with Product, Clinical Strategy, Engineering, and Sales Engineering to keep HH&H needs reflected in product and go-to-market materials.
Monitor changes in CMS regulations, MAC and payer requirements, and accreditation standards, translating market and competitive signals into product and positioning recommendations.

Benefits

Competitive health and well-being benefits
Mental healthcare support
Life and AD&D insurance
Significant equity
401(k) plans matched to 4%
Company sponsored retirement plan
Global business travel insurance for you and any dependents traveling with you
Domestic conference budget
Annual learning & development stipend
Remote work stipend
Generous PTO
Additional mental health days
Paid time off to recharge, care for yourself and loved ones, and handle life's moments
Fertility treatment and family planning coverage
Employee resource groups
Team-driven celebrations and events