Director, Member/Client Engagement (Remote)

MAKE A DIFFERENCE AT OCHIN

OCHIN is a rapidly growing national nonprofit health IT organization with two decades of experience transforming health care delivery to drive health equity. We are hiring for a number of new 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 Engagement is a new leadership position on OCHIN’ strategy team responsible for conceiving and championing strategies that help OCHIN Network members adopt and share best practices, derive greater value out of their OCHIN Epic investment and unlock a heightened level of innovation across their organization and the OCHIN Network at large. Central to this role will be drawing on direct and indirect, cross-functional reports to develop, implement and optimize information-sharing and enablement strategies that activate members around the use OCHIN’s integrated portfolio of capabilities to advance their organization’s operational, financial and clinical success. This person will be a hands-on leader that enjoys drawing on member insights, stakeholder input and cross-functional buy in and engagement to shape new ideas into integrated member service strategies from concept to completion. This person will direct the work and development of OCHIN’s Member Portal Program Manager and will help lead a strategic cross-company workstream focused on member engagement and satisfaction. The candidate best suited for this role will bring direct expertise in member (customer) service, member (customer) engagement, systems-driven solutioning, program and organizational development, and consultative coaching.

Essential Duties

• Build Connections: Develop, implement, and foster member-centric strategies that enhance connection amongst the OCHIN Collaborative through a portfolio of user-friendly engagement opportunities focused on member success, growth, and OCHIN loyalty.
• Foster Collaborative Solutions: Develop, implement, and foster strategies that integrate OCHIN knowledge, solutions, and services aimed at improving care, driving operational effectiveness, and unlocking heightened innovation across the OCHIN Collaborative.
• Lead Member Experience Initiatives: Lead cross-functional engagement initiatives such as the Member & Clinician Experience Engagement Cross-Play by bringing strategic clarity, focus, and guidance to workstream projects and programs that improve member satisfaction, involvement, and commitment through transparency, trust, and a sense of belonging.
• Cultivate a Collaborative Community: Create opportunities for members to connect with OCHIN staff and members, building a community grounded in trust, shared knowledge, and commitment to mutual success.
• Drive Cross-Functional Alignment: Model and foster matrixed relationships across OCHIN functional areas to align work that supports Member and Clinical experience and engagement.
• Act as a Communication Liaison: Serve as the bridge between members’ communication needs and OCHIN, ensuring continuous engagement, open feedback channels, and adaptation of strategies based on member insights.
• Oversee Member Portal: Guide the member portal program manager, advising on communication and enablement strategies that help members leverage OCHIN’s integrated portfolio of resources and solutions to improve operational and clinical outcomes and implementing SMART goals and performance metrics to monitor member engagement strategies and their effectiveness, drive accountability, and optimize results on a regular basis.
• Member Feedback Integration: Continuously assess member satisfaction through surveys, direct feedback, and performance metrics to inform future strategies.
• Metrics & Data-Driven Decision-Making: Utilize data to track member engagement, identify trends, and optimize strategies for better outcomes to ensure that engagement strategies are continually improving based on actual data.
• Diversity & Inclusion in Member Engagement: Ensure member engagement strategies reflect the diversity of the OCHIN Collaborative and foster an inclusive environment where all members feel valued and heard.
• Engage with Tools: Leverage digital engagement tools (Salesforce, OCHIN Central, etc.) to enhance communication and engagement with members.
• Leadership and Innovation: Model the leadership skills required to drive cross-functional performance and innovation, fostering collaboration across teams to achieve shared organizational outcomes and results.
• Champion of Change: Act as a change agent to promote a member-centric culture and service excellence throughout the organization.
• Stay Current with Trends: Keep abreast of the latest developments in content marketing, knowledge management, digital instructional design, and adult learning strategies to continuously improve member engagement.
• Engage Internally: Participate in relevant meetings (Operations Council, cross-play meetings, and member workgroups) to stay informed of OCHIN’s services and solutions portfolio and its alignment with member needs.
• Other duties as assigned.

• Minimum of 6 years of experience in Client Engagement leading and managing highly effective teams and strategic communications initiatives across multiple business lines
• 7-10 years’ experience or education preferred, in at least one of the following: healthcare informatics leadership, account management, Epic Implementation Leadership, healthcare consulting or related field
• Experience in healthcare operations is strongly preferred, knowledge of and experience with FQHC (Federally Qualified Health Center), RHC (Rural Health Center) or Critical Access Hospitals is a plus
• Experience with healthcare informatics, event planning and project management is a plus
• Demonstrated experience in the ability to manage, inspire, and lead organizations through a strategic change using a proven change management methodology,
• Successful leadership abilities with the focus on bringing people together to execute strategic initiatives
• Strong communication and interpersonal and networking skillset, with specific experience working with executive leaders
• Ability to exercise independent judgment, manage multiple priorities, and consistently deliver high-caliber results
• Proven professional writing skills, the ability to create clear, concise content that resonates with a variety of audiences
• Proven success in internal and external relationship management with all levels of expertise from administrative to executive
• Demonstrated ability to thrive in a fast-paced startup culture

COVID-19 Vaccination Requirement

To keep our colleagues, members, and communities safe, OCHIN requires all employees—including remote employees, contractors, interns, and new hires—to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.

Work Location and Travel Requirements

OCHIN is 100% remote organization. Work from home requirements are:

• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace
• Travel may be required to support our member organizations on-site based on business requirements for OCHIN

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings

Equal Opportunity Statement

OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.

As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.

Base Pay Overview

The typical offer range for this role is minimum to midpoint, with the midpoint representing the average pay in a national market scope for this position. Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will consider a wide range of factors directly relevant to this position, including, but not limited to, skills, knowledge, training, responsibility, and experience, as well as internal equity and alignment with market data.

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