Member Success Partner - 1 Opening

Job Type

Full-time

Description

MAKE A DIFFERENCE AT OCHIN

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…