Director, Member Success

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $131.6k - $210.5k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

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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

• Consult and support new acute care and ambulatory members in determining health IT needs • Engage member representatives to align strategic revenue, patient health and experience, staff, and organizational goals • Connect members to OCHIN services through engagement and analysis of member metrics • Proactively advise members on opportunities to meet or exceed goals • Partner with implementation and operational teams to transition new members through stabilization and maintenance • Provide organizational input on potential products or services to improve efficiency, reduce costs, and improve patient care, productivity, and health outcomes • Lead and maximize member relationships, satisfaction, and achievement of organizational metrics and goals • Manage the Account Management team and ensure access to information, training, consulting, and coaching • Partner with Business Development to align member needs with products and services • Partner with operational leaders to ensure delivery of identified support needs • Assist with strategic goal setting and planning with the Chief Experience Officer • Ensure high-touch, consultative, and proactive member engagement • Represent OCHIN products and services and communicate their value and benefits • Provide expertise in acute care and ambulatory health IT • Ensure member support requests receive an initial response within 48 hours and escalated needs are addressed the same business day • Build account support goals and ensure members are contacted at least quarterly • Monitor member health, metrics, outcomes, and inquiries • Maintain current product information and demonstrate product/service value with Business Development • Collect external product feedback and share it internally • Provide monthly member reports to the Chief Experience Officer • Represent OCHIN professionally at conferences and trade shows • Introduce prospective members to OCHIN leaders and subject matter experts • Assist with RFI/RFP opportunities • Align staff goals with organizational and departmental goals and support staff development • Maintain product and service knowledge through training and user group meetings • Partner with Marketing on collateral, webinars, presentations, and website information • Use active listening and a consultative approach with prospective members • Ensure follow-through on information and deliverables • Coordinate subject matter experts to answer member questions • Facilitate seamless transfer of new-member knowledge to operations and implementation teams • Collaborate with the Chief Experience Officer, Directors, ELT, and other team members • Travel nationally as required by business needs • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in Healthcare Information Technology or a related field; or an equivalent combination of education and experience • Minimum of 8 years of experience with Health IT products, including electronic health records, billing/claims systems, or other applicable products/services • Preferably both acute care and ambulatory experience • Minimum of 5 years’ experience in Epic PM and EMR knowledge • Certified applicants preferred • Background in providing Epic product demonstrations and/or training required • Ability to quickly learn new healthcare IT products and services • Ability to identify and create key business processes • Ability to identify gaps in functionality and client need • Demonstrated ability to work as a strong, positive, and engaged leader and team member • Knowledge of, or ability to quickly grasp, new technology systems • Exceptional organizational, attention to detail, and time management skills • Demonstrated ability to maintain confidential and proprietary information and set professional boundaries • Ability to be self-directed and motivated • Strong problem-solving, collaboration, and customer service skills • Ability to grasp issues quickly and prioritize effectively • Ability to develop professional relationships with employees and management • Ability to work independently and efficiently from a home office environment • High-speed internet service • Distraction-free workplace • Legally authorized to work in the United States on a permanent basis • Not eligible for employment visa sponsorship

🏖️ Benefits

• Generous compensation package • Healthy work-life balance • Equitable opportunity for professional advancement • Remote work from home • Comprehensive range of benefits • Professional development and growth opportunities • Training, user group meetings, and access to subject matter experts • Nationwide travel support as required by business needs