Psychiatric Complaints and Grievances Specialist

At Rula, we are a remote-first company that believes mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.

We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being. 

We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.

About the Role

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. You'll investigate through chart review and provider outreach, render clear and fair determinations, resolve and document each case within expected SLAa, and surface recurring patterns to Psych Quality leadership to help prevent the next issue. You'll work closely with our Psych Clinical Quality NPs, Psychiatric Patient Programs NP, and our non-clinical Psych support team — owning the complaint itself while pulling in the right partner when a case calls for it.

You'll also carry a small direct patient-care panel (∼30% of your time), which you'll build once you have a solid command of 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 every determination in real, firsthand experience.

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.

Required Qualifications

• Active, unrestricted PMHNP license with a minimum of 3 years of outpatient psychiatric practice. Valid California 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, including familiarity with the unique clinical and safety considerations of remote practice.

• 1+ years of experience in a dedicated quality improvement, chart audit, or peer coaching role, including delivering feedback or education to psychiatric providers- particularly in a 1099 or non-traditional employment model.

• Strong written and verbal communication skills, including the ability to deliver empathic, direct, and succinct feedback to peer clinicians and to hold clinical or safety standards under interpersonal or cross-functional pressure.

• Proficiency across modern EHR and clinical workflow platforms and comfort learning new systems quickly (e.g., Rula Portal, AMD, Salesforce, Airtable, Looker, Zendesk); strong technical aptitude and adaptability.

  Preferred Qualifications

While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.

• 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 how these tools can enhance clinical quality.

• Active PMHNP licensure in multiple states with a 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 a clinical audience.

We're serious about your well-being! As part of our team, full-time employees receive:

• 100% remote work environment: Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments (must be based in United States, currently not hiring in Hawaii)

• Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the United States

• Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA

• 401(k) plan access: Start saving for your future

• Generous time-off policies: Including 2 company-wide shutdown weeks each year for self-care (for most employees)

• Paid parental leave: Available for all parents, including birthing, non-birthing, adopting, and fostering

• Employee Assistance Program (EAP): Supporting your mental and physical health

• Quarterly department stipend: Fun team-building activities or in-person gatherings

• Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all

• Home office stipend: New hire home office stipend & $50 monthly stipend to help cover internet or cell phone expenses

• Wellness at Rula program: Year-round wellness initiatives and a $50/month wellness stipend

Our team

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.