Senior Clinical Quality, Patient Relations Manager

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Midi Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🛡️ Insurance

🍽️ Food & Beverage

Consulting • Insurance • Food & Beverage

Midi Health is the only virtual care platform dedicated to female midlife health, focusing specifically on perimenopause, menopause, and related health issues. Designed by experts, Midi Health aims to assist women aged 40 and above in navigating the complexities of midlife health through a holistic approach that considers individual health history, lifestyle, and genetics. The platform offers customized care plans that may include hormonal and non-hormonal medications, lifestyle coaching, wellness therapies, and more, all while being covered by most PPO insurance plans.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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