VP, Call and Clinical Operations - FuzeRx

At Fuze Health, we put patients first and tirelessly address the most pressing needs in healthcare. We empower millions to digitally connect with care providers, essential health resources and needed treatments - and enable care providers, employers, health plans and life sciences companies to meaningfully enhance quality, outcomes and value. We are dedicated to helping our partners evolve and modernize to meet emerging patient and marketplace needs.

Fuze Health's foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors. The VP, Call & Clinical Operations is a critical executive leadership role at Fuze Rx, reporting directly to the Chief Operating Officer. The successful candidate will build and scale the infrastructure required to support rapid organizational growth, adapt to shifting business priorities, and maintain standardized, high-quality performance.

This leader balances cost, quality, and service level agreements (SLAs) while driving both inbound call resolution and revenue-generating outbound strategies.

• Operations Strategy & Vertical Leadership:
  Oversee and direct the Clinical Call and Clinical Operations vertical across legacy True Pill and Alto, representing a unified workforce of +450 agents with 24/7 coverage.
• Serve as the primary driver for operational maturity, compassionate and compliant patient engagement and the execution of high-priority clinical and business initiatives.
• Staffing & Capacity Management:
  Direct complex staffing and capacity strategies for over 450 care agents and licensed clinical professionals (pharmacists, nurses, and social workers) to balance cost, service, quality, and growth.
• Standardized Performance & Quality:
  Ensure high quality, standardized performance across a large work-from-home team, harmonizing and modernizing operational processes to standardize Rx contact center SOPs.
• Regulatory Compliance & Safety:
  Maintain rigorous regulatory compliance and state board and DEA standards.
• Continuous Improvement:
  Formalize and lead continuous improvement initiatives to improve productivity and drive operational efficiency.
• Partner with Product, Compliance, Legal, HR, Finance, and other senior leaders to align launch timelines with execution readiness.
• Executive Leadership: 10+ years of progressive executive experience leading complex, large-scale clinical call centers, clinical operations, or pharmacy operations in high-growth, matrixed organizations.
• Scale & Scope
  
  Experience:
  
  Proven track record managing large, remote or hybrid multi-site teams (400+ FTEs) operating in a 24/7 high-volume environment.
• Pharmacy Background (preferred):
  Graduate of an accredited school of pharmacy and a Licensed Pharmacist (RPh) in good standing with the State Board of Pharmacy in at least one state of operation with willingness to obtain additional Non-Resident Licenses as dictated by business strategy.
• Operational Excellence:
  Deep success and expertise in process engineering, quality management systems, managing multi-site/high-volume pharmacy fulfillment, and operational scaling.
• Compliance & Regulatory Expertise:
  Experience maintaining pharmacy compliance and interacting with regulatory authorities (State Boards of Pharmacy, DEA).
• Change Management:
  Exceptional ability to navigate cultural alignment risks and lead through organizational transformations.
• Advanced degree in Business, Operations, Pharmacy, or a related field.

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, periodically move away from the computer terminal for in-person meetings, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move objects up to 50 pounds.

Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health's policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Incentive Bonus Eligible:
Yes

Equity Eligible:
Yes

Travel:
Yes - Required up to 25% of the time

Alto Pharmacy, Fuze Health, Lets Get Checked , and Fuze Care Services can not take over, transfer, or sponsor any visa type at this time.

Full-time employee…