MEMBER SUCCESS PARTNER - 1 OPENING

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, delivering 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 new positions to meet increasing demand. When you 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.

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.

Work Authorization: Candidates must be legally authorized to work in the United States on a permanent basis. This position is not eligible for employment visa sponsorship.

About the role

The Member Success Partner serves as a strategic advisor and primary liaison between OCHIN and its member organizations. 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, 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Partner across OCHIN departments, including project management, 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 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 service level agreements are kept, and manage expectations.

Prior to moving forward to the team interview, all candidates are required to complete a 50–60-minute competency assessment to evaluate alignment with OCHIN's nine core competencies.

Pay

OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data. Base pay range for this position: $85,697 - $137,116.

Work Environment

• Constant interpersonal skills, teamwork, and customer service.
• Frequent creativity, mentoring, presentations, and teaching.
• Occasional decision making and independent judgment or action.
• Reading, speaking, writing, and understanding English.
• Regularly required to sit for long periods of time; stand and walk; use hands to finger, handle or feel; reach with hands and arms.
• Virtual home-office environment, working remotely.
• Routinely uses standard office equipment such as computers and mobile devices.
• Travel is required to support OCHIN’s business requirements for go-live installations, service and operational collaboration, relationship management, or training (may require travel by air, vehicle, or train).

Schedule

• 100% remote organization with no physical corporate office location.
• Nationwide travel up to 20% based on business requirements.
• Ability to work independently and efficiently from a home office environment with high-speed internet service.
• Work in a distraction-free workplace.

Benefits

We offer a comprehensive range of benefits. For details, visit ochin.org/career.