Senior Clinical Quality, Patient Relations Manager

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Midi Health

Site WebLinkedInTous les Emplois

51 - 200 employés

💼 Conseil

🛡️ Assurance

🍽️ Alimentation et boissons

Consulting • Insurance • Food & Beverage

Découvrez Midi : La seule plateforme de soins virtuels dédiée à la santé féminine à la mi-vie. Nos soins sont conçus par des experts de renommée mondiale en périménopause, ménopause, et plus encore. Tout ce que nous faisons sert notre mission : aider les femmes à se sentir fortes et en bonne santé durant une étape cruciale de leur vie et de leur carrière.

Description

• Support the triage and investigation of Tier 2 and Tier 3 patient complaints, including chart reviews in Athena, AI scribe transcription reviews, and case documentation in Zendesk • Conduct comprehensive case reviews integrating clinical findings with patients’ reported experiences • Provide clinician-facing feedback and participate in coaching conversations for clinical quality concerns • Maintain complete, accurate, and HIPAA-compliant audit trails across Zendesk and Athena • Identify complaint patterns connected to broader clinical practice findings and surface them to Patient Relations and Clinical Leadership • Provide coverage during periods of increased volume or Patient Relations Manager leave • Own and evolve Midi’s clinical audit program and methodology across the clinician population • Run weekly pre-saved audit prompts through Midi’s Chart Summary Tool, built on Claude and querying Athena Full Encounter Summaries • Review and interpret findings on HRT prescribing, clinical indications, and risk-benefit documentation • Synthesize evidence-based audit summaries for Quality & Safety and Clinical Care meetings • Identify clinician- and population-level trends, outliers, documentation gaps, and prescribing deviations from guidelines • Define and own audit-based clinician coaching methodology • Lead clinician coaching conversations and establish standards for constructive, audit-driven feedback • Monitor audit results and determine whether gaps are improving, stable, or worsening • Connect audit findings with patient complaint data • Evolve audit prompts and topic areas by identifying priorities, refining questions, and retiring low-signal questions • Partner with Learning & Development on an audit-based ramp for newly onboarded clinicians • Define audit cadence, feedback touchpoints, and quality benchmarks for readiness for independent practice • Define “audit-ready” standards and determine when findings require coaching, quality flags, or formal escalation

🎯 Exigences

• Active Nurse Practitioner license in good standing • 8+ years of clinical practice experience, ideally in women’s health, primary care, or a related specialty • Experience in patient relations, clinical quality, patient safety, or healthcare grievance coordination strongly preferred • Familiarity with HRT prescribing and midlife women’s health strongly preferred • Hands-on experience with Athenahealth strongly preferred • Experience with Zendesk or a comparable CRM platform is a plus • Strong understanding of HIPAA, patient rights, and clinical documentation standards • Experience with electronic health records and AI-assisted tools in a technology-forward healthcare environment • Clinical fluency in reading charts, understanding prescribing decisions, and evaluating risk-benefit documentation • Investigative instincts and ability to connect findings across systems and data sources • Systems-level thinking to translate findings into scalable frameworks, standards, and processes • Ability to communicate clinical findings to clinicians and non-clinical leaders • Ability to work fluently with AI-assisted clinical tools and critically evaluate their output • Ability to manage recurring workflows, document thoroughly, and keep stakeholders informed • Ability to determine when to coach, escalate, or initiate formal review • Must be authorized to work in the United States without current or future visa sponsorship • Strong understanding of HIPAA, patient rights, and clinical documentation standards

🏖️ Avantages

• Employees are eligible for a wide range of benefits • Equity in the company • Pay transparency and equity • Equal opportunity employment • Pay equity and compensation based on fair, objective criteria regardless of salary history