[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.ResponsibilitiesOwn reliability and uptime across all clinician-facing systems, including EHR, telehealth, scheduling, communications, and internal operational toolsBuild and operationalize Midi’s incident command framework, including escalation paths, response playbooks, and outage management proceduresEstablish clear communication workflows during incidents across Slack, email, dashboards, and clinician-facing channelsDrive proactive monitoring, alerting, and detection capabilities to minimize downtime and operational disruptionContinuously 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 resolutionBuild trusted relationships with Clinical Operations leadership as a primary stakeholder groupEnsure seamless integrations across clinical, operational, and business systemsImprove workflow efficiency between scheduling, billing, telehealth, marketing, communications, and clinical platformsTranslate operational pain points into scalable systems configurations and architecture improvementsPartner closely with Product, Engineering, and Data teams to align systems with broader patient and business goalsBuild and scale a modern IT Service Management (ITSM) functionEstablish service catalogs, change management processes, tiered support models, and configuration management practicesDefine clear L1–L3 support structures and escalation workflowsBalance operational rigor with agility, enabling rapid iteration without compromising reliability or securityCreate transparent prioritization and communication processes across IT initiatives and operational workstreamsPartner with Clinical Learning & Development teams to ensure clinicians and employees are trained on downtime and recovery proceduresMaintain clear SOPs, recovery documentation, and operational playbooksLead tabletop exercises and readiness drills to validate operational preparednessSupport the successful rollout and adoption of new systems and technologies through thoughtful change management practicesPartner with Security and Compliance teams to maintain HIPAA, SOC2, and enterprise IT compliance standardsOversee identity and access management, endpoint protection, and vendor onboarding processesDevelop and maintain business continuity and disaster recovery plansConduct post-incident reviews and drive continuous operational improvementOversee relationships with clinician-facing and corporate technology vendorsDefine and monitor vendor SLAs related to uptime, support responsiveness, integration quality, and reliabilityConduct regular vendor performance and cost reviews in partnership with Finance and Business OperationsEnsure technology vendors contribute to operational resilience and scalabilityLead and mentor teams across Corporate IT, Clinical IT, Informatics, and Internal Systems SupportServe as a key cross-functional partner to Clinical Operations, Product, Engineering, and Business OperationsAdvocate for clinician and employee experience within technology discussions and decision-makingCommunicate clearly and calmly during high-pressure operational situationsFoster a culture of operational excellence, accountability, empathy, and trustSkills10+ years of leadership experience in IT, Technical Operations, Infrastructure, or Systems Operations within fast-scaling healthcare or digital health organizationsProven success operating mission-critical systems supporting large-scale, real-time operationsExperience managing environments supporting 10,000+ daily transactions, visits, or operational workflowsStrong expertise in incident response, systems reliability, and vendor managementTechnical fluency with modern cloud infrastructure and enterprise collaboration platformsExperience with AWS, Zoom, Slack, Google Workspace, Zendesk, Twilio, and enterprise IT systemsDeep understanding of identity management, integrations, HIPAA, SOC2, and enterprise security controlsStrong operational judgment and ability to partner effectively with clinicians, operators, and engineersExceptional communication and stakeholder management skillsBuilder mindset with the ability to create scalable systems and operational frameworksBenefitsHybrid - 2 days/week in officeCompetitive compensation, equity, and benefitsCompany OverviewMidi Health provides virtual care for women in midlife, offering clinician support for menopause, hormonal health, and related conditions. It was founded in 2021, and is headquartered in Palo Alto, California, USA, with a workforce of 51-200 employees. Its website is https://www.joinmidi.com.