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Rula is seeking a Psychiatric Complaints & Grievances Specialist to join the Psych Clinical Quality Team. This role owns the clinical review and resolution of psychiatric complaints and grievances—cases requiring a clinician's judgment about the quality, safety, or appropriateness of care. You will investigate through chart review and provider outreach, render clear and fair determinations, resolve and document cases within SLAs, and surface recurring patterns to leadership to prevent future issues.
You'll work closely with Psych Clinical Quality NPs, Psychiatric Patient Programs NP, and the non-clinical Psych support team, owning the complaint resolution while coordinating with partners as needed. The role also includes a small direct patient-care panel (approximately 30% of time), which you'll build once proficient in the complaints-and-grievances pathway. Practicing within the same platform, workflows, and documentation standards as the providers you review keeps your clinical skills current and grounds determinations in real, firsthand experience.
This is an individual-contributor role reporting to the Associate National Medical Director. It's designed for an experienced PMHNP energized by clinical quality improvement, comfortable holding standards under pressure, skilled at delivering direct and empathic feedback to peer clinicians, and motivated by the idea that thoughtful review can raise care quality for tens of thousands of Rula patients.
Rula is a remote-first, Series C-funded mental health company focused on addiction treatment and comprehensive psychiatric care. The company operates across most U.S. states (excluding Hawaii) and emphasizes evidence-based, compassionate care that treats the whole person.
REQUIREMENTS:
- Active, unrestricted PMHNP license with minimum 3 years of outpatient psychiatric practice; valid CA DEA registration; current Board Certification (ANCC or AANP)
- 3+ years of experience providing comprehensive psychiatric care in fully remote telehealth setting, including familiarity with unique clinical and safety considerations of remote practice
- 1+ years of experience in dedicated quality improvement, chart audit, or peer coaching role, including delivering feedback or education to psychiatric providers—particularly in 1099 or non-traditional employment models
- Strong written and verbal communication skills, including ability to deliver empathic, direct, and succinct feedback to peer clinicians and hold clinical or safety standards under interpersonal or cross-functional pressure
- Proficiency across modern EHR and clinical workflow platforms with comfort learning new systems quickly (e.g., Rula Portal, AMD, Salesforce, Airtable, Looker, Zendesk); strong technical aptitude and adaptability
PREFERRED QUALIFICATIONS:
- Active CPHQ certification (Certified Professional in Healthcare Quality)
- Experience using AI or AI-augmented tools in clinical workflows (e.g., AI scribes, AI-assisted chart review, LLM-based workflows) and curiosity about enhancing clinical quality
- Active PMHNP licensure in multiple states, with preference for Florida, Tennessee, Georgia, and/or New York
- Experience contributing to clinical L&D content such as writing guidance documents, templates, coaching resources, or educational materials for clinical audience
