DIRECTOR, MEMBER SUCCESS

Job Type
Full-time
Description
MAKE A DIFFERENCE AT OCHIN
OCHIN is a rapidly growing national nonprofit health IT organization with over two decades of experience transforming health care delivery to drive health equity. We are hiring for a number of positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our mission.
OCHIN provides leading-edge technology, data analytics, research, and support services to nearly 1,000 community health care sites, reaching nearly 6 million patients nationally. We believe that every individual, no matter their race, ethnicity, background, or zip code, should have fair opportunity to achieve their full health potential. Our work addresses differences in health that are systemic, avoidable, and unjust. We partner, learn, innovate, and advocate, in order to close the gap in health for individuals and communities negatively impacted by racism or other structural inequities.
At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture of belonging.
Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,000 diverse 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 equitable opportunity for professional advancement. We are curious, collaborative learners who strive to live our values everyday: Learning, Heart, Belonging, and Impact. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.
Position Overview
The Director, Member Success will consult and support with new acute care and ambulatory members in determining what their health IT needs are through active engagement with the new member’s representatives in alignment with strategic revenue, patient health and experience, staff and other identified goals.??This position insures that members are connected to OCHIN’s services through active engagement and analysis of the member’s metrics in order to proactively advise the member of areas of opportunities to meet/exceed their goals.?? In partnership with the implementation and operational team, transition new members through stabilization and into maintenance successfully with a high degree of knowledge and continuity.? Provide input back into the organization in regards to potential new products of services that new members could utilize to maximize their organizational efficiency, decrease cost, and improve patient care and/or productivity and health outcomes.? ?Primary focus of this role will be leading and maximizing the overall relationship with the membership to meet/exceed organizational metrics and goals and insure a high level of satisfaction in OCHIN’s products and services.?? This position will manage the Account Management team and staff insuring that all team members have the right access to information, training, consulting and coaching to be successful in their respective position. ?Also this position will actively partner with Business Development in aligning member’s needs with products and services as well as operational leaders to insure delivery of identified support needs.? This Director is a key leader in representing OCHIN in our commitment to initiating, building, maintaining and maximizing our relationships with our members.? Assist with strategic goal setting and planning with CXO.
Essential Duties
Insure that all member’s receive high touch, consultive, and proactive engagement by Account Management team to supports their organizational needs as well as OCHIN’s identified success metrics and outcomes.?
Ability to represent all of OCHIN’s products and services in a way that the member/potential new member understands the value and benefits in partnership with Business Development.?
Provide expertise in our areas of focus (acute care and ambulatory) that will up level our internal knowledge and up level our team member’s industry knowledge so they can serve and support their member’s at an optimal level.
Insure that all requests by member’s for support with initial returned response to a request for information within 48 hours from receipt.? Any escalated needs are addressed and responded to within the same business day.
Work in partnership with the CXO in building account support goals and then leading the team in insuring all member’s are met with minimally once a quarter and there is active consulting and oversight of the health of the member through conscious outreach, metric and outcome monitoring and responding to inquiries in a timely manner that meets/exceeds current goals.
Insure that the team has accurate and up to date product information by actively keeping abreast of the product development and use cases/utilization by current OCHIN members and demonstrating the value of those products/services to new or existing members in partnership with Business Development.
Listen to external feedback by viewers of the product and bring back the information internal to further inform the acceptance and use of OCHIN .
Work as a positive and collaborative team member.
Provide a monthly report of members to CXO each month.
Represent the organization in a professional manner at conferences and trade shows.
Travel as warranted and needed.? Primary engagement with members will be virtual.
Introduce key organization members with OCHIN key leaders including executive team, government relations, marketing, clinical, quality improvement, training, project management and implementation as applicable to create a high touch experience prior to contracting.
Assist in responding to RFI/RFP opportunities as applicable.
Insure that assigned staff have goals aligned with organization and department level goals and tactics; that they are met with and supported and strengthened in their skills as needed to be successful in their role as well as receive opportunities for growth.
Maintain a strong knowledge of OCHIN’s products and services by engaging in active trainings, user group meetings, and informal engagement with subject matter experts.
Partner with Marketing in creating and maintaining marketing collateral, webinars, presentations and website information.
Insure that all potential new members are listened to using active listening techniques and a consultative approach.
Create a high value, partnering experience by following through with agreed upon information and deliverables.
Understand the products and services to the level that they can be presented accurately and satisfactorily
Involve in OCHIN subject matter experts as needed to be able to answer satisfactorily the new member’s questions.
Work as an internal customer service agent in socializing the new member’s suite of services and deliverables in order to achieve a strong and seamless transfer of knowledge to the operations and implementation team once the contract is executed and the member moves into project implementation.
Present as a positive, engaged, caring, and innovative and OCHIN value-driven team member with all internal staff and leaders and with external members and community members.
Work in strong partnership with the Chief Experience Officer, Directors, ELT, and other team members in meeting department and organization goals and objectives.
Other duties as assigned.
Requirements
Bachelor’s or equivalent relevant combination of education and experience
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
Strong? ability to quickly learn new healthcare IT products and services, ability to identify and create key business processes, and be able to demonstrate how to identify gaps in functionality and client need
Demonstrated ability to work as a strong and positive and engaged leader and team member
Knowledge of, or the ability to quickly grasp, new technology systems
Exceptional organizational, attention to detail, and time management skills
Demonstrated ability of maintaining confidential and proprietary information; setting professional boundaries as needed
Ability be self-directed and motivated
Strong problem solving, collaboration, and customer service skills
Ability to grasp issues quickly and work on the right things at the right time.
Ability to develop professional relationships employees and management
Work Location and Travel Requirements
OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home, and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about tra

Work arrangement
Yes