VP, Call and Clinical Operations

Job Summary

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. Our growing portfolio brings together the capabilities of industry leaders including LetsGetChecked, Truepill, and Alto Pharmacy, to create a distinctive, unified force in healthcare. Together, we have the shared vision, advanced capabilities and talented teams to deliver next-generation solutions that patients and healthcare partners need today and into the future.

Job Description

The VP, Call & Clinical Operations is a critical executive leadership role at FuzeRx, reporting directly to the Chief Operating Officer. This position leads one of two core operational verticals, directing a 24/7 unified workforce of 450+ Care Agents and Licensed Clinical Professionals (pharmacists, nurses, and social workers). 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. As the primary champion for operational maturity, this executive ensures compassionate, compliant patient engagement while harmonizing processes across legacy Truepill and Alto entities.

Key Responsibilities

• Operations Strategy & Vertical Leadership: Oversee and direct the Clinical Call and Clinical Operations vertical across legacy TruePill and Alto, representing a unified workforce of +450 agents with 24/7 coverage.

• Operational Maturity & Scaling: 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.

• Cross-Functional Collaboration: Partner with Product, Compliance, Legal, HR, Finance, and other senior leaders to align launch timelines with execution readiness.

• People Leadership: Lead, coach, and develop a high-performing leadership team.

Qualifications & Skills

• 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.

• Strategic Communication: Strong ability to define clear decision rights, influence across all levels of a matrix organization, and partner with senior stakeholders.

• Education: Advanced degree in Business, Operations, Pharmacy, or a related field.

Additional Information

Additional Physical Job Requirements

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. The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.

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.

Salary and Benefits

Salary Range: $171,000 - $257,000

Commission Eligible: No

Incentive Bonus Eligible: Yes

Equity Eligible: Yes

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

Location Requirement

• Fuze Health (Truepill / Fuze Care Services) is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Mexico, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Wisconsin

Employment Authorization Requirement

Applicants must be authorized to work for any employer in the U.S. Alto Pharmacy, Fuze Health, LetsGetChecked, and Fuze Care Services can not take over, transfer, or sponsor any visa type at this time.

Benefits

Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, accidental death and dismemberment (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program). Employees are also provided flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees) , and eight weeks of paid parental leave for eligible employees, additional paid weeks for the birthing parent, 4 weeks paid caregiver leave, and a Lifestyle Spending Account allowance each month.

More Benefits Information Here: Fuze Health Benefits Site

Equal Opportunity Employer

Fuze Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at .

Fuze Health considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws. We are an E-Verify participating company.

Use of Automated Decision Tools

Fuze Health recruiters and hiring managers may use automated decision tools to help identify candidates who match the stated job requirements, and to what extent. These tools are designed to help ensure fairness in all aspects of the hiring process by providing recruiters and hiring managers with data-backed insights based on information provided in your resume, including work experience, education, and other skills. Fuze Health does not use automated decision tools to make hiring decisions; hiring decisions always involve human review and input. If you have any questions or would like to request an alternative process, please contact us a t .

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