MEMBER SUCCESS PARTNER - 1 OPENING

OCHIN, Inc.; United States; Hybrid; USD 90,000 - 140,000; Full time

Job summary

OCHIN, Inc. seeks a Member Success Partner to act as a strategic advisor and primary liaison between member organizations and OCHIN. The role leads member engagement, cultivates executive-level relationships, and aligns member needs with OCHIN services.

The position requires extensive cross-functional collaboration, data-driven decision making, and strong communication skills. It is a 100% remote role with nationwide travel up to 20% for go-live support based on business needs.

Qualifications

• Experience in Account Management, Business Development, or Customer Success Management preferred.
• Familiarity with healthcare IT, interoperability and revenue cycle management preferred.
• Familiarity with ambulatory and acute workflows preferred.
• Knowledge of CRM and Microsoft Office Software Suite preferred.
• Experience maintaining executive-level relationships and documenting interactions preferred.

Responsibilities

• Cultivate and maintain strong relationships with member executives and key stakeholders to ensure exceptional service delivery and long-term satisfaction.
• Independently lead, organize, and facilitate recurring member check-ins, site visits, and ad hoc meetings with thoughtful follow-up and accountable outcomes.
• Collaborate with members and internal teams to identify service gaps, conduct analysis, and develop action plans and solutions.
• Maintain accurate account documentation, review KPIs, and drive continuous improvement.
• Partner across OCHIN departments to support onboarding, technology optimization, and transitions from stabilization to maintenance.
• Other duties as assigned.

Skills

Relationship management

Executive engagement

Cross-functional collaboration

CRM software

Data-driven decision making

Communication skills

Tools

CRM software

Microsoft Office

Job description

All Jobs > MEMBER SUCCESS PARTNER - 1 OPENING

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, delivering the clinical insights and tailored technologies needed to expand patient access, strengthen care teams, and improve the health of rural and medically underserved communities.

We are hiring for a number of new 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 vision of good health and well-being for everyone.

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

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled 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 opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. 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.

Work Authorization

Candidates must be legally authorized to work in the United States on a permanent basis at the time of application.

This position is not eligible for employment visa sponsorship now or in the future. OCHIN does not provide sponsorship for employment-based visas or transfers of existing employment-based visas.

Position Overview:

The Member Success Partner serves as a strategic advisor and primary liaison between OCHIN and its member organizations in maintenance. This role is accountable for cultivating and sustaining executive-level relationships, leading member engagement efforts, and driving alignment between member needs and OCHIN services. Member Success Partners proactively identify opportunities for operational optimization, coordinate solution development across internal teams, and ensure a consistently high-quality member experience. They leverage data, documentation, organization and industry knowledge to assess performance, address service gaps, guide members through onboarding, system enhancements, and the transition to long-term maintenance. This role requires extensive cross-functional collaboration, advanced relationship-building skills, critical thinking, and the ability to lead complex member interactions across clinical, operational, financial, and technical domains.

Essential Functions:

• Member Relationship Leadership & Strategic Partnership - Cultivate and maintain strong relationships with member executives and key stakeholders to ensure exceptional service delivery, alignment to OCHIN’s mission, and long-term member satisfaction.
• Meeting & Engagement Management - Independently lead, organize, and facilitate recurring member check-ins, site visits, and ad hoc meetings, ensuring thoughtful follow-up, internal coordination, and accountability for outcomes.
• Business Planning, Analysis, & Coordination - Collaborate with members and internal teams to identify gaps in service, conduct business and technical analysis (including cost/resource modeling), introduce internal and external product and service owners, and develop action plans and solutions that support operational and strategic goals.
• Performance Monitoring & Documentation - Maintain accurate and timely account documentation, including meeting notes, action items, service history, CRM entries, and financial insights. Review KPIs to assess performance trends and drive continuous improvement.
• Cross-functional Collaboration Support - Partner across OCHIN departments, including project management and business development, operations, and finance to support new product onboarding, technology optimization, professional services, and the transition from stabilization to maintenance.
• Other duties as assigned.

Requirements

• Experience in Account Management, Business Development, or Customer Success Management preferred.
• Strong understanding of EHR, interoperability, healthcare compliance and regulation, and revenue cycle management preferred.
• Familiarity with ambulatory and acute workflows and best practices preferred.
• Knowledge of Healthcare Information Technology, EPIC preferred.
• Knowledge of a Customer Relationship Manager [CRM] and Microsoft Office Software Suite preferred.
• Experience in creating, maintaining and enhancing member relationships at the executive level preferred.
• Ability to create and maintain accurate /accessible and organized documentation preferred.
• 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 internal and external staff relationships, promptly reply to inquiries, ensure service level agreements are kept and manage expectations.
• Prior to moving forward to the team interview, all candidates are required to complete a 50–60-minute competency assessment. The assessment gives us insights into how your strengths, preferences, and work style align with th e OCHIN's nine core competencies. It’s not about passing or failing—it’s about understanding fit and setting you up for success

Base Pay Overview

OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. Pay information by position level is listed below. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.

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, service and operational collaboration, relationship management 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
• Travel required up to 20% nationally for on-site Go Live support based on business requirements for OCHIN
• (OR) Travel may be required nationally based on business requirements for OCHIN
• In alignment with OCHIN’s mission and commitment to protecting our workforce and the communities we serve, OCHIN strongly encourages all workforce members,especially those whose role involves travel and in-person engagement, to remain up to date on immunizations, including but not limited to COVID-19 and influenza vaccinations.

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

Work Authorization

Candidates must be legally authorized to work in the United States on a permanent basis at the time of application.

This position is not eligible for employment visa sponsorship now or in the future. OCHIN does not provide sponsorship for employment-based visas or transfers of existing employment-based visas.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.