Member Success Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a strategic advisor and key contact between OCHIN and member organizations in maintenance.

• Build and maintain executive-level relationships while ensuring alignment between member requirements and OCHIN services.

• Spearhead member engagement initiatives to guarantee a consistently high-quality experience for members.

• Identify opportunities for improving operational efficiency.

• Coordinate the development of solutions across various internal teams.

• Assist members with onboarding, system upgrades, and transitions to long-term maintenance.

• Lead, organize, and facilitate regular member check-ins, site visits, and ad hoc meetings.

• Perform business and technical analyses, including cost/resource modeling.

• Introduce both internal and external product and service owners.

• Create action plans and solutions that support operational and strategic objectives.

• Keep account documentation, meeting notes, action items, service history, CRM entries, and financial insights organized.

• Review KPIs to evaluate performance trends and promote continuous improvement.

• Collaborate with project management, business development, operations, and finance on product onboarding, technology optimization, professional services, and stabilization-to-maintenance transitions.

• Travel nationally for go-live support, service and operational collaboration, relationship management, or training.

⛳️ Requirements

• Preferred experience in Account Management, Business Development, or Customer Success Management.

• Strong knowledge of EHR, interoperability, healthcare compliance and regulation, and revenue cycle management is preferred.

• Familiarity with ambulatory and acute workflows and best practices is preferred.

• Knowledge of Healthcare Information Technology and EPIC is preferred.

• Familiarity with CRM and Microsoft Office Software Suite is preferred.

• Experience in creating, maintaining, and enhancing executive-level member relationships is preferred.

• Ability to develop and maintain accurate, accessible, and organized documentation is preferred.

• Excellent communication, listening, and questioning abilities.

• Capacity to identify and collaborate internally and externally to provide new business solutions.

• Proficiency in managing internal and external staff relationships, responding promptly to inquiries, maintaining service level agreements, and managing expectations.

• Must be legally authorized to work permanently in the United States; no employment visa sponsorship available.

• Completion of a 50–60-minute competency assessment prior to the team interview.

• Ability to work independently and efficiently from a home office.

• Access to high-speed internet service.

• A distraction-free workplace is essential.

• Proficiency in reading, speaking, writing, and understanding English.

🏝️ Benefits

• Generous compensation package.

• Support for work-life balance.

• Opportunities for professional advancement.

• Comprehensive benefits package.

• Option to work remotely from home.

• COVID-19 vaccination or an approved medical/religious exemption required.