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Midi Health is seeking a Senior Clinical Quality & Patient Relations Manager to define how clinical quality is measured, interpreted, and improved as the organization scales. This dual-function role sits at the intersection of patient safety, patient experience, and clinical quality, split evenly between two core responsibilities.
Patient Relations Support (50%): You will support the triage and investigation of Tier 2 and Tier 3 patient complaints, conducting comprehensive case reviews that integrate clinical findings with patient experience. Working closely with the Patient Relations Manager, you will review charts in Athena, analyze AI scribe transcriptions, and document cases in Zendesk. You will provide clinician-facing feedback and participate in coaching conversations for cases involving clinical quality concerns, using your clinical expertise to communicate findings credibly and constructively. You will maintain documentation integrity across systems while ensuring HIPAA compliance, identify complaint patterns that overlap with broader clinical practice findings, and provide coverage during high-volume periods.
Practice Pattern Audits (50%): You will own and evolve Midi's clinical audit program, running pre-saved audit prompts scheduled weekly through an AI-powered Chart Summary Tool built on Claude that queries Athena Full Encounter Summaries. You will review and interpret findings across key practice areas, initially focusing on HRT prescribing, clinical indications, and risk-benefit documentation. You will synthesize audit findings into evidence-based summaries for Quality & Safety and Clinical Care meetings, identify clinician-level and population-level trends including outliers and documentation gaps, and define Midi's audit-based clinician coaching methodology. You will lead coaching conversations independently, monitor audit results over time to assess improvement, and connect audit findings with patient complaint data to create a complete view of clinical quality. You will own the evolution of audit prompts and topic areas by identifying new clinical priorities and refining existing questions, and partner with Learning & Development to design a structured, audit-based ramp for newly onboarded clinicians.
The ideal candidate is an experienced Nurse Practitioner who brings strong clinical judgment, investigative instincts, and a systems-level perspective. You understand when to iterate on existing processes and when the organization needs an entirely new approach. This is more than an execution role—you will help determine what gets measured, how findings are interpreted, and what standards clinicians are held to. The frameworks you build will become part of the organizational standard against which future clinicians are developed and measured.
