Vice President, IT & Clinical Systems

Midi Health • Palo Alto, CA

1d • Hybrid

About The Position

Midi Health is seeking a Vice President of IT & Clinical Systems to lead the reliability, scalability, and operational performance of the systems that power our clinical and corporate operations. This is a highly strategic and operational leadership role for a builder-operator who thrives at the intersection of technology, systems reliability, clinical enablement, and organizational scale. You will oversee the infrastructure, workflows, and operational playbooks that support 10,000+ daily telemedicine visits and more than 1,000 employees across the organization. This leader will own both Corporate IT and Clinical IT, ensuring our systems are reliable, secure, scalable, and intuitive for clinicians and employees alike. You’ll partner cross-functionally with Clinical Operations, Product, Engineering, Security, Compliance, and Business Operations to ensure our technology ecosystem supports exceptional patient care while enabling rapid company growth. This role is ideal for a leader who has operated in complex, high-scale environments where uptime, resilience, and operational excellence are mission-critical.

Requirements

• 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

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

Benefits

• Competitive compensation
• Equity
• Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed