Psychiatric Complaints and Grievances Specialist

Job Description:

• Own the clinical review and resolution of psychiatric complaints and grievances
• Investigate cases through chart review and provider outreach
• Render clear and fair determinations about quality, safety, or appropriateness of care
• Resolve and document each case within expected SLAs
• Identify recurring patterns and surface them to Psych Quality leadership
• Collaborate with Psych Clinical Quality NPs, Psychiatric Patient Programs NP, and non-clinical Psych support teams
• Maintain a small direct patient-care panel comprising approximately 30% of working time
• Build the patient-care panel after gaining command of the complaints-and-grievances pathway
• Practice using the same platform, workflows, and documentation standards as reviewed providers
• Provide direct and empathic feedback to peer clinicians
• Report as an individual contributor to the Associate National Medical Director
• Contribute to improving quality of care across Rula's psychiatric network

Requirements:

• Active, unrestricted PMHNP license
• Minimum of 3 years of outpatient psychiatric practice
• Valid CA DEA registration
• Current Board Certification as a PMHNP (ANCC or AANP)
• 3+ years of experience providing comprehensive psychiatric care in a fully remote telehealth setting
• Familiarity with clinical and safety considerations of remote practice
• 1+ years of experience in a dedicated quality improvement, chart audit, or peer coaching role
• Experience delivering feedback or education to psychiatric providers, particularly in a 1099 or non-traditional employment model
• Strong written and verbal communication skills
• Ability to deliver empathic, direct, and succinct feedback to peer clinicians
• Ability to hold clinical or safety standards under pressure
• Proficiency with modern EHR and clinical workflow platforms
• Comfort learning new systems quickly
• Strong technical aptitude and adaptability
• Preferred: Active CPHQ certification
• Preferred: Experience using AI or AI-augmented tools in clinical workflows
• Preferred: Active PMHNP licensure in multiple states, with preference for Florida, Tennessee, Georgia, and/or New York
• Preferred: Experience contributing to clinical L&D content

Benefits:

• 100% remote work environment
• Attractive pay and benefits
• Medical, dental, vision, life, disability, and FSA/HSA
• 401(k) plan access
• 2 company-wide shutdown weeks each year for self-care (for most employees)
• Paid parental leave for birthing, non-birthing, adopting, and fostering parents
• Employee Assistance Program (EAP)
• Quarterly department stipend for team-building activities or in-person gatherings
• Community and employee resource groups
• New hire home office stipend
• $50 monthly stipend for internet or cell phone expenses
• Year-round wellness initiatives
• $50/month wellness stipend
• No bonus for this role