[Hiring] Customer Insights Manager @Eleos Health

Role Description

We are looking for a Customer Insights Manager to join Eleos Health as we expand into the Home Health and Hospice (HH&H) market, working closely with the Clinical Strategy team. You'll be the HH&H compliance subject matter expert across the company — the bridge between our customers' clinical realities and our product, engineering, sales, and implementation teams. You'll translate regulatory frameworks like CMS Conditions of Participation, OASIS-E, HOPE, PDGM, and hospice eligibility standards into actionable product requirements, compliance rulesets, and customer-facing guidance, while helping build the compliance dashboard and custom rules engine for the Care at Home vertical.

Qualifications

• 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

Requirements

• 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, and life and AD&D insurance
• Significant equity and 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 and annual learning & development stipend
• Remote work stipend
• Generous PTO, additional mental health days, and paid time off to recharge, care for yourself and loved ones, and handle life's moments
• Fertility treatment and family planning coverage
• Annual learning & development stipend
• Employee resource groups and team-driven celebrations and events