[Remote] Vice President, IT & Clinical Systems

Note: The job is a remote job and is open to candidates in USA. Midi Health is the leading virtual care clinic focused on women's health, particularly in midlife. They are seeking a Vice President of IT & Clinical Systems to lead the operational performance of their technology systems, ensuring reliability and scalability while supporting clinical operations and patient care.

Responsibilities

• Own reliability and uptime across all clinician-facing systems, including EHR, telehealth, scheduling, communications, and internal operational tools
• Build and operationalize Midi’s incident command framework, including escalation paths, response playbooks, and outage management procedures
• Establish clear communication workflows during incidents across Slack, email, dashboards, and clinician-facing channels
• Drive proactive monitoring, alerting, and detection capabilities to minimize downtime and operational disruption
• Continuously improve MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolution)
• Partner closely with key vendors, including AthenaHealth and other critical platform providers, to improve responsiveness and issue resolution
• Build trusted relationships with Clinical Operations leadership as a primary stakeholder group
• Ensure seamless integrations across clinical, operational, and business systems
• Improve workflow efficiency between scheduling, billing, telehealth, marketing, communications, and clinical platforms
• Translate operational pain points into scalable systems configurations and architecture improvements
• Partner closely with Product, Engineering, and Data teams to align systems with broader patient and business goals
• Build and scale a modern IT Service Management (ITSM) function
• Establish service catalogs, change management processes, tiered support models, and configuration management practices
• Define clear L1–L3 support structures and escalation workflows
• Balance operational rigor with agility, enabling rapid iteration without compromising reliability or security
• Create transparent prioritization and communication processes across IT initiatives and operational workstreams
• Partner with Clinical Learning & Development teams to ensure clinicians and employees are trained on downtime and recovery procedures
• Maintain clear SOPs, recovery documentation, and operational playbooks
• Lead tabletop exercises and readiness drills to validate operational preparedness
• Support the successful rollout and adoption of new systems and technologies through thoughtful change management practices
• Partner with Security and Compliance teams to maintain HIPAA, SOC2, and enterprise IT compliance standards
• Oversee identity and access management, endpoint protection, and vendor onboarding processes
• Develop and maintain business continuity and disaster recovery plans
• Conduct post-incident reviews and drive continuous operational improvement
• Oversee relationships with clinician-facing and corporate technology vendors
• Define and monitor vendor SLAs related to uptime, support responsiveness, integration quality, and reliability
• Conduct regular vendor performance and cost reviews in partnership with Finance and Business Operations
• Ensure technology vendors contribute to operational resilience and scalability
• Lead and mentor teams across Corporate IT, Clinical IT, Informatics, and Internal Systems Support
• Serve as a key cross-functional partner to Clinical Operations, Product, Engineering, and Business Operations
• Advocate for clinician and employee experience within technology discussions and decision-making
• Communicate clearly and calmly during high-pressure operational situations
• Foster a culture of operational excellence, accountability, empathy, and trust

Skills

• 10+ years of leadership experience in IT, Technical Operations, Infrastructure, or Systems Operations within fast-scaling healthcare or digital health organizations
• Proven success operating mission-critical systems supporting large-scale, real-time operations
• Experience managing environments supporting 10,000+ daily transactions, visits, or operational workflows
• Strong expertise in incident response, systems reliability, and vendor management
• Technical fluency with modern cloud infrastructure and enterprise collaboration platforms
• Experience with AWS, Zoom, Slack, Google Workspace, Zendesk, Twilio, and enterprise IT systems
• Deep understanding of identity management, integrations, HIPAA, SOC2, and enterprise security controls
• Strong operational judgment and ability to partner effectively with clinicians, operators, and engineers
• Exceptional communication and stakeholder management skills
• Builder mindset with the ability to create scalable systems and operational frameworks

Benefits

• Hybrid - 2 days/week in office
• Competitive compensation, equity, and benefits

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