Manager, Contact Center and Clinical Operations

Job SummaryAt 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 Manager, Contact Center and Clinical Operations The role of Manager, Contact Center and Clinical Operations is a critical role at Fuze Rx. In this role, you will be responsible for ensuring the compliant, efficient, safe, and scalable operations for the Contact Center and Clinical Operations. A chief objective will be to establish operational excellence, particularly as it pertains to patient experience, employee morale, industry standards, compliance, and performance metrics. You will use your in-depth knowledge of Pharmacy regulations, clinical judgment, and patient safety practices to meet and exceed service level agreements. As a Care Manager, you will also work cross-functionally to develop new processes and programs that are key to Fuze Rx's success, and establish a culture of continuous improvement. You will supervise and develop your team and be responsible for employee engagement, training and communicating and adhering to performance standards. Key Responsibilities Own Contact Center and Clinical Operations workflow. Ensure the critical metrics for efficiency, service levels, and quality for prescription processing are met. Supervise and mentor a diverse team , focusing on enhancing quality and patient experience. Responsibilities include recruiting, onboarding, and developing team members, conducting performance evaluations, providing ongoing coaching, and managing disciplinary actions to ensure a high-performing, collaborative team environment. Create, implement and enforce new workflows for partnerships, product launches, and regulatory/accreditation requirements. Ensure pharmacy practice is in compliance with regulatory and accreditation agencies, including but not limited to policy development, suspicious patient/provider management, and representing the Company and its decisions with the Board of Pharmacies. Triage and resolve day to day escalations. Manage staffing, scheduling, and workflows. Ensure patient safety and clinical excellence through Quality Performance Metrics Oversee deployment, training, and standardization of company policies and procedures. Establish a continuous improvement culture. Obtain out of state licensure to ensure business continuity and new business growth Ensure that Care operations are compliant with: Local, state, and federal rules and regulations regarding the practice of pharmacy Third party payor contract rules and regulations Policies and procedures as set forth by Alto Own manager on duty expectations in running the operation and on-call duties for the designated period of time Ensure the pharmacy remains in good standing with all applicable regulatory bodies including the State Board of Pharmacies. Additional responsibilities include partnering with our Recruiting and HR teams to attract, hire, develop, performance manage, and retain a team of pharmacists. You will use your experience growing and managing teams to identify and evaluate high performing, high potential candidates. Required Experience and Qualifications Previous experience creating, implementing and enforcing new workflows for partnerships, product launches, and regulatory/accreditation requirements. Previous experience as an Operational Manager or leader of a large mail order/clinical operation. Expertise establishing and improving complex workflows within a complex operation 2+ years leading a high-performing pharmacy operation and managing workflows. Expertise maintaining pharmacy compliance and interacting with regulatory authorities such as the State Boards of Pharmacy and the Drug Enforcement Agency Experience making data-based decisions using analytical tools such as Excel, Tableau, or Looker to collect, analyze, and interpret data for operational excellence Preferred Qualifications 2+ years experience leading a team of Pharmacists and Technicians as a Pharmacist-in-Charge or related experience Experience using lean, Kaizen, or similar continuous improvement methodologies Experience leading high performing teams remotely. Graduate of an accredited school of pharmacy and a Licensed Pharmacist (RPh) in good standing with the State Board of Pharmacy in the state where the pharmacy site is located and also in good standing for any Non Resident Licenses as dictated by business strategy Additional Information Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, 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 light objects up to 20 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. Travel: No Compensation and Benefits Pay Range: $122,000 - $158,000annually Commission Eligible: No Incentive Bonus Eligible: No Equity Eligible: No Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S.Benefits: 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 ToolsFuze 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 .Privacy NoticeTo learn about Fuze Health's privacy practices, including compliance with applicable privacy laws, please read our Privacy Notice for Job Applicants . #J-18808-Ljbffr