Vice President, IT & Clinical Systems

About the role

Midi Health is the leading virtual care clinic focused exclusively on women in midlife navigating perimenopause, menopause, and other common hormone-related health challenges. Our platform combines expert clinician care with technology-enabled access, offering insurance-covered telehealth visits, ongoing messaging support, and personalized treatment plans designed specifically for women in this stage of life. We're one of the fastest-growing companies in digital health, scaling rapidly to support hundreds of thousands of patients nationwide. At Midi, we are building the future of women's healthcare one that is more accessible, evidence-based, and deeply patient-centered. Where we're based: Midi is a hybrid organization with headquarters in Palo Alto, California. This role is expected to work onsite two days per week. Midi 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.

Responsibilities

• Operational Reliability & Incident Management
• 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
• Systems Integration & Interoperability
• 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
• IT Service Management & Operational Excellence
• 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
• Training, Readiness & Change Enablement
• 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
• Security, Compliance & Risk Management
• 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
• Vendor Management & Technology Operations
• Oversee relationships with clinician-facing and corporate technology vendors
• Define and monitor vendor SLAs related to uptime, support responsiveness, int

Benefits

Additional Information

Location: Palo Alto, CA (Hybrid - 2 days/week in office) Reports to: CTO

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