Manager, Member Success

🕒 October 20

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OCHIN, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

💼 Consulting

🏥 Healthcare

🤝 Non-profit

Consulting • Healthcare • Non-profit

OCHIN, Inc. is a nonprofit health IT consultancy that partners with rural and community care organizations across the United States to advance equitable, whole-person care. For more than 25 years it has provided access to a shared EHR platform and integrated knowledge solutions, and it delivers Health IT, workforce training, operational/financial consulting, research, and advocacy to improve clinical quality, clinician well‑being, and sustainability for its national network of community health providers.

📋 Description

• Oversee a team of Member Success Partners and ensure the success of individual and team accounts • Establish account-management best practices and enhance the overall member experience • Cultivate executive business relationships and expand opportunities with existing members • Optimize system value for operational efficiency • Propose and define operational and business policies • Identify innovative ideas and systems to sustain growth, productivity, and efficiency • Manage team objectives, tasks, projects, productivity, and schedules • Maintain communication between account management and other OCHIN departments • Recruit, train, develop, coach, and support staff, including rewards and recognition • Ensure member, team, and project deadlines and service levels are met • Maintain member engagement and satisfaction • Gather member feedback and coordinate internal teams to resolve issues and improve solutions • Maintain long-term account or success plans aligned with member business goals • Provide member performance and program metrics during regular meetings • Coordinate internal experts for delivery as needed • Identify growth opportunities within member organizations and develop plans using OCHIN functionality • Serve as primary point of contact for key stakeholders and executive sponsors • Lead and facilitate account-manager check-ins, ad hoc meetings, and site visits, up to 75% of the month • Ensure follow-up with internal and external resources • Schedule and conduct executive sponsor meetings • Maintain meeting notes, action items, and Salesforce documentation • Provide regular account updates to OCHIN managers and executive sponsors • Attend assigned account go-lives and manage handoff from implementation to maintenance • Maintain product-line knowledge and identify membership gaps and new business leads • Oversee recurring Member Care Team meetings • Review key measures, present them quarterly, and determine improvement solutions with members • Facilitate teams to maintain and optimize business solutions across accounts • Support new business proposals, statements of work, professional services, and work orders • Maintain knowledge of regional and local healthcare policies • Continue education and collaboration to improve product knowledge and member success • Travel up to 75%, including at least one annual site visit per member and additional travel for new members, remediation, strategic projects, or go-live support

🎯 Requirements

• Bachelor’s degree in Healthcare, a healthcare-related field, or equivalent relevant combination of education and experience • Master’s degree preferred • Six years of experience with FQHC, tribal health, public health, rural health, critical access hospital, or related setting • Experience in one of: Epic, revenue cycle, clinical documentation, patient access, inpatient, emergency, operating room, care management, pharmacy, or lab • Minimum of three years of progressive experience supervising or managing professional staff • Five years of progressively responsible experience in program management, account management, or vendor relations • Working knowledge of a Customer Relationship Manager (CRM) and Microsoft Office Suite • Proven ability to create, maintain, and enhance executive-level member relationships • Ability to understand members, programs, and services in relation to the industry • Ability to create and maintain accurate, accessible, and organized documentation • Strong communication, listening, and questioning skills • Ability to identify and partner internally and externally to offer new business solutions • Ability to manage member and staff relationships, promptly respond to inquiries, maintain service-level agreements, and manage expectations • Reading, speaking, writing, and understanding English • Ability to work independently and efficiently from a home office • High-speed internet service • Distraction-free workplace required • Willingness and ability to travel nationwide, including by air, vehicle, or train

🏖️ Benefits

• Comprehensive range of benefits (details provided on the OCHIN website) • Generous compensation package • Work-life balance support • Professional advancement opportunities • 100% remote work from home • Flexible virtual home-office environment