MANAGER, MEMBER SUCCESS

OCHIN, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

OCHIN is a rapidly growing national nonprofit health IT organization with a mission to transform health care delivery and drive health equity. We hire to meet demand and offer opportunities to grow skills and do meaningful work within a flexible, inclusive culture.

The Manager, Member Success leads a team, builds executive relationships, and improves member experiences across our nationwide portfolio. The role emphasizes collaboration, strategic alignment, and sustaining growth through

Qualifications

• Bachelor’s or equivalent combination of education and experience.
• Master’s degree preferred.
• Six (6) years of experience in FQHC, tribal health, public health, rural health, or related setting.

Responsibilities

• Oversee a team of Member Success Partners and ensure client accounts success.
• Cultivate executive relationships and expand opportunities with members.
• Maintain Salesforce documentation and internal collaboration.

Skills

CRM knowledge

Microsoft Office

Communication skills

Stakeholder management

Education

Bachelor’s or equivalent

Master’s degree preferred

Tools

Epic

CRM software

Job description

Job Type

Full-time

Description

MAKE A DIFFERENCE AT OCHIN

OCHIN is a rapidly growing national nonprofit health IT organization with over two decades of experience transforming health care delivery to drive health equity. We are hiring for a number of positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our mission.

OCHIN provides leading-edge technology, data analytics, research, and support services to nearly 1,000 community health care sites, reaching nearly 6 million patients nationally. We believe that every individual, no matter their race, ethnicity, background, or zip code, should have fair opportunity to achieve their full health potential. Our work addresses differences in health that are systemic, avoidable, and unjust. We partner, learn, innovate, and advocate, in order to close the gap in health for individuals and communities negatively impacted by racism or other structural inequities.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture of belonging.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,000 diverse professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and equitable opportunity for professional advancement. We are curious, collaborative learners who strive to live our values everyday: Learning, Heart, Belonging, and Impact. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The Manager, Member Success responsibilities include overseeing a team of Member Success Partners and

ensuring the success of both their own and their team’s accounts. This position involves collaborating across

teams to establish best practices in account management and enhance the overall member experience. The

Manager, Member Success is responsible for cultivating executive business relationships, expanding

opportunities with existing members, and optimizing the value of the system for operational efficiency.

Strategic partnership with internal and external stakeholders is crucial for delivering member feedback and

improving satisfaction. A combination of product and industry knowledge, innovative problem‑solving skills,

strong client relationship abilities and the capacity to inspire action is needed.

• Providing corporate direction by proposing and defining operational and business policies.
• Expanding or bringing in new innovative ideas to create value, and identifying systems needed to sustain growth or enhance productivity and efficiency.
• Managing and coordinating team objectives, tasks, and projects; organizing the team’s asks and projects, and tracking productivity and schedules to measure against set goals and initiatives.
• Maintaining and reinforcing communication and linkages between account management and other OCHIN Departments. Collaboration is one of the most important skills for this leadership position.
• Managing and directing staff members, including recruitment, training and development, and rewards and recognitions. Provide coaching and support for continuous team growth and career development.
• Ensuring that member, team, and project deadlines are met.
• Maintaining and applying corporate policies and procedures.
• Developing and overseeing standard processes to ensure service levels are met.
• Maintain high level of member engagement and satisfaction as measured by satisfaction scores.
• Providing consultation and strategic alignment with OCHIN and members through day-to-day member partnership with industry and regional expertise.
• Gather voice of member to aid in effectively networking across OCHIN teams to solve issues and address challenges to improve effectiveness of the solutions for your member.
• Maintain long-term account plans (or success plan) for each member that aligns with their organization and business goals. Provide member performance and program metrics on an ongoing basis as part of regular meeting touchpoints throughout the year. Coordinating appropriate internal experts for delivery as needed.
• Identify opportunities for growth within the member’s organization and work with them to develop a plan for achieving their goals using existing OCHIN functionality.

Relationship Management

• Partner with members to ensure consistent and exemplary service delivery while modeling the customer experience that OCHIN aims for.
• Cultivate strong relationships with key staff within OCHIN and Executive sponsors within customer organizations and take ownership of those relationships. Act as the primary point of contact and establish rapport and trust with key stakeholders. Facilitate consultation and strategic alignment with OCHIN and members through day-to-day member partnership with industry and regional expertise.
• Lead, organize and facilitate Account Manager Check-In meetings, Ad hoc meetings, and site visits as needed- up to 75% of the month. Ensure appropriate follow-up with internal and external resources to meet membership needs. Adhere to department policies by scheduling and conducting executive sponsor meetings as per the established cadence.
• Maintain accurate meeting notes and action items for each assigned member detailing their stated business objectives, our current business with the member, and the plans to support and supply solutions to the business needs within the account.
• Maintain up-to-date documentation in Salesforce for all activities.
• Maintain consistent communication with appropriate OCHIN Team Members and provide regular updates to OCHIN manager and/or executive sponsor throughout the account relationship.
• Partner with installation Project Manager to attend assigned account go-lives and manage the hand-off from the implementation to maintenance once install is complete and stability obtained.

Product Knowledge and Support

• Maintain a just-in-time knowledge base of our product lines to assist in identifying gaps for membership and in maintaining prospects for new business leads.
• Oversee the effectiveness and quality of recurring Member Care Team meetings [clinical, billing and claims, reporting, other product and services, etc.]
• Performs ongoing review of key measures, present to members quarterly and collaboratively determine solutions for improvement.
• Facilitate and communicate with assigned teams to maintain and optimize the business solution within all accounts. This includes new business proposals, statements of work (SOW), professional services and all work order types.
• Maintain knowledge of regional and local healthcare policies that impact the member.
• Continued education and collaboration with fellow team members to increase product knowledge in support of ongoing improvement to drive member success.
• Other duties as assigned.

Travel Requirements

• Up to 75% travel required for this position.
• 1 trip per year per member.
• Assigned member accounts may require, at a minimum, 1 annual site-visit.
• Additional travel may be required for new members, members in remediation, members with large strategic projects of go-live support.

Requirements

• Bachelor’s or equivalent relevant combination of education and experience.
• Bachelor’s degree in a Healthcare, Healthcare Related Field, or equivalent experience; Master’s degree preferred.
• Six (6) years of experience with FQHC, tribal health, public health, rural health, critical access hospital or related setting and [KH1] [CG2] [CG3] [KH4] in one of the following areas: Epic, revenue cycle, clinical documentation, patient access, inpatient, emergency, operating room, care management, pharmacy, or lab.
• Minimum of three (3) years progressive experience supervising or managing professional staff.
• Five (5) years progressively responsible experience in program management, account management, or vendor relations.
• Working knowledge of a Customer Relationship Manager [CRM] and Microsoft Office Suite required.
• Proven ability to create, maintain and enhance member relationships at the executive level.
• Must be able to quickly understand the member, their programs and services as it relates to the industry to provide valued input and recommendations.
• Ability to create and maintain accurate / accessible and organized documentation.
• Excellent and strong communication, listening and questioning skills.
• Ability to identify and partner [internally and externally] to offer new business solutions.
• Ability to effectively manage member and staff relationships, promptly reply to inquiries, ensure service level agreements are kept and manage expectations.

Physical Requirements/Work Environment

• Constant interpersonal skills, teamwork, and customer service. Frequent creativity, mentoring, presentations, and teaching. Occasional decision making and independent judgment or action.
• Reading, speaking, writing, and understanding English.
• While performing the duties of the job, the employee is regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.
• This position requires a virtual home-office environment, working remotely.
• The role routinely uses standard office equipment such as computers and mobile devices.
• Travel is required to support OCHIN’s business requirements for go-live installations or training which may require travel by air, vehicle, or train.

Work Location and Travel Requirements

OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position.

Work from home requirements are:

• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings

Equal Opportunity Statement

OCHIN is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.?

As an equal opportunity and affirmative action employer, OCHIN does not discriminate on the basis of race, ethnicity, sex, gender identity or expression, sexual orientation, religion, marital or civil union status, parental status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.?

Base Pay Overview

The typical offer range for this role is minimum to midpoint, with the midpoint representing the average pay in a national market scope for this position. Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will consider a wide range of factors directly relevant to this position, including, but not limited to, skills, knowledge, training, responsibility, and experience, as well as internal equity and alignment with market data.