Member Success Partner Apprentice

Earn. Learn. Grow. Make an impact. Launch a career in healthcare technology with a competitive salary from day one and build skills that open doors to meaningful long-term growth and increased earning potential. At OCHIN, we help people build rewarding careers while making a difference in healthcare. Our Apprentice Analyst Program is designed for individuals with aptitude, curiosity, and a desire to learn, whether you're starting your career, exploring a new path, or bringing experience from healthcare, customer service, operations, education, technology, military service, retail, hospitality, or another field. This program provides training, mentorship, and hands-on experience to develop valuable healthcare technology skills. As an Apprentice Analyst, you'll support healthcare organizations nationwide while developing in-demand skills that improve patient care and expand access to healthcare in rural and underserved communities.

About OCHIN

OCHIN is a nonprofit healthcare technology organization dedicated to improving health outcomes and expanding access to care nationwide. We partner with healthcare organizations across the country, providing technology, support, and innovation to strengthen care delivery and improve the patient experience. With over 1,200 remote employees across the U.S., we are united by a shared mission: creating healthier communities through technology and collaboration.

Pay

Salary range for this apprenticeship program is $49,939 or $59,927 (non-negotiable). These salaries are consistently applied to ensure equitable compensation practices.

Responsibilities

The Member Success Partner Apprentice joins the Member Success team to support OCHIN members through relationship-focused, proactive, and consultative service. This role provides administrative, coordination, meeting, documentation, reporting, and project support while developing the knowledge, judgment, and skills needed to grow into a full Member Success Partner role. The apprentice helps strengthen member relationships, improve follow-through, organize information, support action tracking, and contribute to a consistent, high-quality member experience.

Essential Functions

• Member Success Meeting and Engagement Support
  • Support preparation, coordination, scheduling, and follow-up for member check-ins, internal planning meetings, executive business reviews, in-services, and ad hoc member discussions.
  • Serve as meeting scribe by documenting key discussion points, decisions, action items, owners, due dates, risks, and follow-up needs.
  • Track action item deadlines and help maintain visibility into commitments across member portfolios.
  • Assist Member Success Partners with organizing materials for meetings, including agendas, prior notes, member context, reporting, and relevant operational updates.
  • Help ensure follow-up communications are accurate, timely, professional, and aligned with the Member Success model.
• Administrative, Documentation, and Coordination Support
  • Maintain accurate documentation in Salesforce, shared team resources, meeting notes, contact lists, member records, and other approved repositories.
  • Update Salesforce meeting outcomes, review entries for completeness, and support data quality practices.
  • Assist with organizing and maintaining Member Success folders, templates, transition materials, and operational resources.
  • Support updates to member contact information, key stakeholder lists, communication preferences, and relevant account details.
  • Assist with scheduling Member Care Team meetings, cross-functional discussions, and follow-up sessions, including confirmations, rescheduling, and meeting logistics.
• Reporting, Metrics, and Member Health Support
  • Run, compile, and organize reports that support member conversations, portfolio review, action planning, and operational awareness.
  • Assist with review of dashboards, success metrics, Own Your OCHIN resources, satisfaction trends, and member health indicators.
  • Help identify documentation gaps, data inconsistencies, overdue follow-up items, and emerging risks for Member Success Partner review.
  • Support preparation of member-facing and internal reporting summaries that help translate data into clear next steps.
  • Track Voice of the Member themes, feedback, risks, opportunities, and follow-up needs to support timely escalation and continuous improvement.
• Cross-Functional and Project Coordination
  • Coordinate with internal teams to help clarify next steps, gather updates, route questions, and support timely follow-through on member-related work.
  • Assist with project coordination, task tracking, meeting preparation, and status updates for initiatives that impact members.
  • Support Member Success Partners during member transitions, onboarding activities, stabilization support, remediation efforts, and operational improvement work.
  • Help maintain visibility into JIRA-related follow-up, action items, and member concerns while partnering with appropriate internal owners for resolution.
  • Contribute to team process improvements by identifying opportunities to standardize documentation, templates, tracking tools, and communication practices.
• Apprentice Development and Role Progression
  • Participate in a structured development plan designed to build foundational knowledge of OCHIN, Member Success, member operations, Epic support models, internal tools, and consultative engagement practices.
  • Shadow Member Success Partners, leaders, and cross-functional partners to understand member relationship management, executive communication, escalation support, and strategic planning.
  • Develop proficiency in Salesforce, Microsoft Office tools, OneNote, Teams, Outlook, reporting resources, member documentation practices, and other relevant systems.
  • Demonstrate increasing independence in meeting support, documentation, reporting, coordination, and internal communication responsibilities.
  • Apply feedback from mentors, supervisors, and team members to strengthen judgment, communication, organization, and member-centered service skills.

Requirements

• Minimum of 1–2 years of related work experience, preferably in coordination, administration, project support, customer service, healthcare operations, technology support, or a related environment.
• Strong organizational skills with the ability to manage details, deadlines, documentation, and follow-up across multiple priorities.
• Clear and professional written and verbal communication skills.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, OneNote, and Teams.
• Ability to learn new systems, tools, workflows, and processes quickly.
• Commitment to providing excellent service, building trust, and supporting member-centered outcomes.

Qualifications

• Preferred Qualifications
  • Bachelor’s degree in business, healthcare administration, public health, health informatics, communications, or a related field.
  • Experience in healthcare, community health, Federally Qualified Health Centers, health information technology, Epic, customer success, account coordination, or project coordination.
  • Experience using Salesforce, Tableau, JIRA, SharePoint, or similar customer relationship, reporting, ticketing, or collaboration tools.
  • Interest in developing consultative skills, executive communication capabilities, and strategic relationship management experience.
• Core Competencies
  • Member-centered service: Demonstrates empathy, professionalism, responsiveness, and commitment to member success.
  • Relationship building: Builds trust through clear communication, follow-through, curiosity, and reliability.
  • Organization and accountability: Tracks commitments, deadlines, details, and next steps with accuracy and consistency.
  • Data awareness: Uses reports, dashboards, and documented information to support clear understanding and informed action.
  • Collaboration: Works effectively with Member Success Partners, leaders, internal teams, and cross-functional stakeholders.
  • Learning agility: Seeks feedback, adapts to change, and demonstrates growth through structured apprenticeship experiences.
  • Communication judgment: Understands when to document, escalate, clarify, or route information appropriately.

We know great talent comes from many different backgrounds, and previous analyst experience is not required for success in this role.

Training & Career Growth

This apprenticeship is designed to help you build specialized healthcare technology skills through structured learning, hands-on experience, mentorship, and training opportunities. Many apprentices complete the program in approximately 12 months and continue growing into advanced healthcare technology careers with increasing responsibility and earning potential, though this is not guaranteed as it depends on organizational need and hiring at the time of program completion.

Schedule

• Full-time position
• 100% remote work environment
• High-speed internet required
• Dedicated, distraction-free workspace required
• Employees must work remotely from a home office and participate in virtual meetings using video conferencing technology.

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, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
• Virtual home-office environment; employees must be on camera for all virtual meetings.
• Routine use of standard office equipment such as computers and mobile devices.

Work Location and Travel Requirements

• OCHIN is a 100% remote organization with no physical corporate office location.
• Employees work remotely from home, and some positions support member organizations on-site for new software installations.
• Nationwide travel is determined based on OCHIN business needs. Inquire during the interview process about travel requirements for this position.
• No travel is required for this role.

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.