[Hiring] Psychiatric Complaints and Grievances Specialist @Rula

Role Description

We are hiring a Psychiatric Complaints & Grievances Specialist to join our Psych Clinical Quality Team and strengthen the quality of care across Rula's psychiatric network. In this role, you'll own the clinical review and resolution of psychiatric complaints and grievances — the cases that need a clinician's judgment about the quality, safety, or appropriateness of care.

• Investigate through chart review and provider outreach.
• Render clear and fair determinations.
• Resolve and document each case within expected SLAs.
• Surface recurring patterns to Psych Quality leadership to help prevent future issues.
• Work closely with Psych Clinical Quality NPs, Psychiatric Patient Programs NP, and the non-clinical Psych support team.
• Carry a small direct patient-care panel (∼30% of your time).
• Build your patient-care panel once you have a solid command of the complaints-and-grievances pathway.
• Practice within the same platform, workflows, and documentation standards as the providers you review.

This is an individual-contributor role reporting to the Associate National Medical Director. It's a strong fit for an experienced PMHNP who is energized by clinical quality improvement, comfortable holding a standard under pressure, skilled at delivering direct and empathic feedback to peer clinicians, and motivated by the idea that thoughtful review can raise the quality of care for tens of thousands of Rula patients.

Qualifications

• Active, unrestricted PMHNP license with a minimum of 3 years of outpatient psychiatric practice.
• Valid CA DEA registration.
• Current Board Certification as a PMHNP (ANCC or AANP).
• 3+ years of previous experience providing comprehensive psychiatric care in a fully remote telehealth setting.
• 1+ years of experience in a dedicated quality improvement, chart audit, or peer coaching role.
• Strong written and verbal communication skills.
• Proficiency across modern EHR and clinical workflow platforms.

Requirements

• 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.
• Active PMHNP licensure in multiple states with a preference for Florida, Tennessee, Georgia, and/or New York.
• Experience contributing to clinical L&D content.

Benefits

• 100% remote work environment.
• Working hours to support a healthy work-life balance.
• Attractive pay and benefits with full transparency of pay ranges.
• Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA.
• 401(k) plan access.
• Generous time-off policies, including 2 company-wide shutdown weeks each year for self-care.
• Paid parental leave for all parents.
• Employee Assistance Program (EAP) supporting mental and physical health.
• Quarterly department stipend for team-building activities.
• Community and employee resource groups fostering a sense of community and belonging.
• Home office stipend and $50 monthly stipend for internet or cell phone expenses.
• Wellness at Rula program with year-round wellness initiatives and a $50/month wellness stipend.

Company Description

We believe that diversity, equity, and inclusion are fundamental to our mission of making mental healthcare work for everyone. We are dedicated to having a culture of inclusion that will support our employees in feeling safe, seen, heard, and valued.