Manager, Member Success
OCHIN, Inc.
Posted: 10/20/2026
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OCHIN, Inc.Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in account management and member success, with a strong focus on cultivating executive relationships and optimizing operational efficiency. Proficient in program management and team leadership within healthcare settings, ensuring member satisfaction and engagement.
Highest-signal resume keywords
Account ManagementProgram ManagementTeam LeadershipHealthcare Industry KnowledgeCustomer Relationship Management (CRM)
About the role
Key responsibilities & impact- Oversee a team of Member Success Partners and ensure 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
- Introduce innovative ideas and identify systems to sustain growth and improve productivity and efficiency
- Manage team objectives, tasks, projects, productivity, schedules, and deadlines
- Recruit, train, develop, coach, and support staff
- Develop and oversee standard processes to meet service levels
- Maintain member engagement and satisfaction
- Gather member feedback and coordinate across OCHIN 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
- Identify growth opportunities 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
- Schedule and conduct executive sponsor meetings
- Maintain meeting notes, action items, and Salesforce documentation
- Provide regular updates to OCHIN managers and executive sponsors
- Attend account go-lives and manage implementation-to-maintenance handoffs
- Maintain product 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
- Facilitate teams to maintain and optimize business solutions, including proposals, SOWs, professional services, and work orders
- Maintain knowledge of regional and local healthcare policies
- Travel up to 75% of the month, including member site visits, go-live installations, and training
Requirements
What you’ll need- 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 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
- 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
- Excellent 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, respond promptly 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
Benefits
Comp & perks- Generous compensation package
- Comprehensive range of benefits
- Healthy work-life balance
- Equitable opportunity for professional advancement
- Remote work from home
- Professional growth, training, and development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
EpicRevenue CycleClinical DocumentationPatient AccessCare ManagementInpatient CareEmergency CareOperating Room ManagementPharmacy ManagementLab Management
Soft Skills
Excellent CommunicationListening SkillsQuestioning SkillsRelationship ManagementProblem Solving
Tools & Technologies
Microsoft Office SuiteSalesforce
Certifications & Qualifications
Bachelor’s Degree in HealthcareMaster’s Degree Preferred
Industry Keywords
FQHCTribal HealthPublic HealthRural HealthCritical Access Hospital