Senior Clinical Quality & Patient Relations Manager

Senior Clinical Quality & Patient Relations Manager

Reports to: Director of Quality & Safety

About the Role:

Midi is seeking a Senior Clinical Quality & Patient Relations Manager to help define how clinical quality is measured, interpreted, and improved as we scale.

This dual-function role sits at the intersection of patient safety, patient experience, and clinical quality. Approximately half of your time will be spent supporting patient complaint escalations, investigations, and resolution. The other half will focus on owning and evolving Midi’s clinical audit program, using an AI-powered chart review tool built on Claude to analyze Athena Full Encounter Summaries and identify quality signals across our clinician population.

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. You will build the frameworks that others use—including our clinician coaching methodology, quality benchmarks for newly onboarded clinicians, and feedback loops between audit data and clinical practice.

The ideal candidate is an experienced Nurse Practitioner who brings strong clinical judgment, investigative instincts, and a systems-level perspective. You know when to iterate on an existing process and when the organization needs an entirely new approach.

Why This Role Matters

Patient complaints and clinical audit findings are two sides of the same coin. A complaint about clinician communication may reflect a broader pattern visible in chart documentation. A prescribing trend surfaced through an audit may help explain a cluster of patient concerns or adverse outcomes.

This role exists to bring those perspectives together and ensure neither operates in isolation.

Midi’s clinical audit program currently covers nine topic areas across 51 unique questions, with a primary focus on HRT prescribing, clinical indications, and documentation of risk-benefit discussions. You will not simply report findings—you will define what they mean, how they should be communicated, and what standard of care they point toward.

Over time, the frameworks you build will become part of the organizational standard against which future clinicians are developed and measured.

What You’ll Do

Patient Relations Support — 50%

Working closely with the Patient Relations Manager, you will:

• 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 that integrate clinical findings with the patient’s reported experience to build a complete picture of what happened and why

• Provide clinician-facing feedback and participate in coaching conversations for cases involving clinical quality concerns

• Use your clinical expertise to communicate findings credibly, clearly, and constructively

• Maintain documentation integrity across Zendesk and Athena, ensuring every case has a complete, accurate, and HIPAA-compliant audit trail

• Identify complaint patterns that overlap with broader clinical practice findings and surface those connections to Patient Relations and Clinical Leadership

• Provide coverage during periods of increased volume or when the Patient Relations Manager is on leave

Practice Pattern Audits — 50%

You will own and evolve Midi’s clinical audit program, including its methodology, interpretation, and application across the clinician population. You will:

• Run pre-saved audit prompts scheduled weekly through Midi’s Chart Summary Tool, an AI-powered platform built on Claude that queries Athena Full Encounter Summaries

• Review and interpret findings across key practice-pattern areas, with an initial focus on HRT prescribing, clinical indications, and risk-benefit documentation

• Synthesize audit findings into clear, evidence-based summaries for Quality & Safety and Clinical Care meetings

• Identify clinician-level and population-level trends, including outliers, documentation gaps, and prescribing deviations from clinical guidelines

• Define and own Midi’s audit-based clinician coaching methodology, including how feedback is structured, delivered, documented, and tracked

• Lead clinician coaching conversations independently and establish the standard for constructive, audit-driven feedback

• Monitor audit results over time to determine whether previously identified gaps are improving, stable, or worsening

• Connect audit findings with patient complaint data to create a more complete view of clinical quality

• Own the evolution of audit prompts and topic areas by identifying new clinical priorities, refining existing questions, and retiring questions that no longer provide meaningful signal

• Partner with Learning & Development to design and operationalize a structured, audit-based ramp for newly onboarded clinicians

• Define the audit cadence, feedback touchpoints, and quality benchmarks that indicate readiness for full independent practice within Midi’s standards

Onboarding and Clinician Development

You will help build and operate the feedback loop between audit data and new clinician development.

In close partnership with Learning & Development, you will define what “audit-ready” looks like from a quality and safety perspective, including which findings should trigger routine coaching and which require a formal quality flag or escalation.

You will also help establish the cadence for reviewing new clinicians’ charts, the quality benchmarks that demonstrate readiness for independent practice, and the coaching touchpoints embedded throughout the ramp period.

What You’ll Need to Succeed

• Clinical fluency: You can read a chart, understand a prescribing decision, and evaluate whether a risk-benefit discussion was meaningfully documented.

• Investigative instincts: You connect findings across systems and data sources and seek to understand why patterns exist—not simply that they exist.

• Systems-level thinking: You can translate individual findings into scalable frameworks, standards, and processes.

• Clear communication: You can translate clinical findings for both clinicians and non-clinical leaders and deliver feedback in a constructive, non-punitive way.

• Comfort with AI-powered tools: You can work fluently with AI-assisted clinical tools, critically evaluate their output, and recognize their limitations.

• Operational discipline: You manage recurring workflows reliably, document thoroughly, and keep stakeholders informed without requiring significant oversight.

• Collaborative judgment: You understand when to coach, when to escalate, and when a finding warrants a more formal review.

Qualifications

• 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 working with electronic health records and AI-assisted tools in a technology-forward healthcare environment