Grievance Coordinator - Remote

Overview

We believe that 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 seeking a Grievance Coordinator to play a key role on our Clinical Quality team. In this role, you will be responsible for investigating and resolving complaints and grievances to ensure the highest standards of care for patients receiving services through Rula providers.

As a licensed clinician, you will leverage your expertise to assess complaint allegations, engage directly with patients and providers, and collaborate across teams to drive resolutions. From start to finish, you will manage the Compliant & Grievance process, drawing on both qualitative insights and quantitative data to identify trends, solve complex issues with compassion, and advocate for clinical quality improvements. You will also provide expert guidance on best practices in clinical care, patient engagement, and documentation standards to support the continuous quality improvement of our provider network. This role is ideal for a clinically skilled problem-solver who thrives in a fast-paced environment and is passionate about improving mental health care through thoughtful investigation, resolution, and provider collaboration.

Our Clinical Quality team is a trusted resource for over 10,000 providers, patients, and internal teams at Rula. We take pride in our ability to apply clinical expertise, ethical decision-making, and cross-functional collaboration to enhance the care experience. We work quickly and effectively, supporting one another in a dynamic environment where innovation and teamwork drive impact. If you're looking to make a meaningful difference while working alongside passionate, mission-driven professionals, we’d love to hear from you!

Required Qualifications

• Master’s degree and an active unencumbered clinical license in any state (LCSW, LMFT, LPC or equivalent)
• 5+ years of licensed clinical therapy experience with a variety of populations
• Experience managing and resolving patient complaints and grievances in a behavioral health setting
• Advanced communication skills (written and oral)
• Experience reviewing clinical documentation with extensive knowledge of requirements in behavioral health as it relates to clinician’s ethical responsibilities, and commercial payor standards

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.

• Advanced competency using Google products (G-sheets, Drive, Google Docs, etc.) with the ability to learn new technology and systems efficiently
• 2+ years in a private practice setting
• Demonstrated ability to work independently and efficiently, with a strong attention to detail
• 1+ years experience in a high-growth mental health tech start-up
• 2+ years experience in a clinical quality role (ideally within a cross-functional work environment)
• Enjoys working autonomously to resolve problems and find solutions to complex questions in a fast-paced environment

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
• 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): Support for your mental and physical health
• New hire home office stipend: Set up your workspace for success
• Quarterly department stipend: Fund team-building activities or in-person gatherings
• Wellness events and lunch & learns: Explore a variety of engaging topics
• Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all
• Discounted programs: Fetch, SmartSpend, Ladder, SoFi

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.