Director, Member Success

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 Director, Member Success will consult and support with new acute care and ambulatory members in determining what their health IT needs are through active engagement with the new member's representatives in alignment with strategic revenue, patient health and experience, staff and other identified goals.??

This position insures that members are connected to OCHIN's services through active engagement and analysis of the member's metrics in order to proactively advise the member of areas of opportunities to meet/exceed their goals.?? In partnership with the implementation and operational team, transition new members through stabilization and into maintenance successfully with a high degree of knowledge and continuity.? Provide input back into the organization in regards to potential new products of services that new members could utilize to maximize their organizational efficiency, decrease cost, and improve patient care and/or productivity and health outcomes.?

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Primary focus of this role will be leading and maximizing the overall relationship with the membership to meet/exceed organizational metrics and goals and insure a high level of satisfaction in OCHIN's products and services.?? This position will manage the Account Management team and staff insuring that all team members have the right access to information, training, consulting and coaching to be successful in their respective position.

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Also this position will actively partner with Business Development in aligning member's needs with products and services as well as operational leaders to insure delivery of identified support needs.? This Director is a key leader in representing OCHIN in our commitment to initiating, building, maintaining and maximizing our relationships with our members.? Assist with strategic goal setting and planning with CXO.

Essential Duties

• Insure that all member's receive high touch, consultive, and proactive engagement by Account Management team to supports their organizational needs as well as OCHIN's identified success metrics and outcomes.?
• Ability to represent all of OCHIN's products and services in a way that the member/potential new member understands the value and benefits in partnership with Business Development.?
• Provide expertise in our areas of focus (acute care and ambulatory) that will up level our internal knowledge and up level our team member's industry knowledge so they can serve and support their member's at an optimal level.
• Insure that all requests by member's for support with initial returned response to a request for information within 48 hours from receipt.? Any escalated needs are addressed and responded to within the same business day.
• Work in…