Senior Clinical Quality, Patient Relations Manager
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Job Description
Senior clinical quality manager integrating patient complaints and AI-powered chart audits for Midi Health, a women’s healthcare provider. Building clinician coaching frameworks, quality benchmarks, and safety feedback loops.
Responsibilities:
- 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
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