Manager, Contact Center and Clinical Operations

Fuze Health•Remote - Texas, NV

1d•$122,000 - $158,000•Remote

About The Position

At Fuze Health, the Manager, Contact Center and Clinical Operations is responsible for compliant, efficient, safe, and scalable contact center and clinical operations at Fuze Rx. The role establishes operational excellence across patient experience, employee morale, industry standards, compliance, and performance metrics, applying pharmacy regulatory knowledge, clinical judgment, and patient safety practices to meet service-level agreements. The manager develops and improves workflows and programs in collaboration with cross-functional partners, leads continuous improvement, and supervises and develops a team. Responsibilities include employee engagement, training, performance standards, staffing, scheduling, escalations, pharmacy compliance, and patient safety. The role also manages on-call and manager-on-duty responsibilities for designated periods and obtains out-of-state pharmacist licensure to support business continuity and growth. The position is remote, with residency limited to specified U.S. states. Physical requirements include extended computer use, occasional stooping, bending and reaching, repetitive hand and wrist motions, and moving light objects up to 20 pounds. The role also requires verbal communication, auditory discernment, and visual perception.

Requirements

Previous experience creating, implementing, and enforcing workflows for partnerships, product launches, and regulatory or accreditation requirements.
Previous experience as an operational manager or leader of a large mail-order or clinical operation.
Expertise establishing and improving complex workflows within a complex operation.
At least 2 years leading a high-performing pharmacy operation and managing workflows.
Expertise maintaining pharmacy compliance and interacting with regulatory authorities such as State Boards of Pharmacy and the Drug Enforcement Agency.
Experience making data-based decisions with analytical tools such as Excel, Tableau, or Looker to collect, analyze, and interpret data for operational excellence.

Nice To Haves

At least 2 years leading pharmacists and technicians as a Pharmacist-in-Charge or in a related role.
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 in good standing for any nonresident licenses required by business strategy.

Responsibilities

Own contact center and clinical operations workflows.
Ensure prescription-processing efficiency, service-level, and quality metrics are met.
Supervise, mentor, recruit, onboard, train, coach, evaluate, and develop team members; manage performance and disciplinary actions.
Create, implement, and enforce workflows for partnerships, product launches, and regulatory or accreditation requirements.
Ensure pharmacy practice complies with regulatory and accreditation requirements, including policy development and suspicious patient or provider management.
Represent the company and its decisions before Boards of Pharmacy.
Triage and resolve day-to-day escalations.
Manage staffing, scheduling, and workflows.
Use quality performance metrics to support patient safety and clinical excellence.
Oversee deployment, training, and standardization of company policies and procedures.
Establish a culture of continuous improvement.
Obtain out-of-state licensure to support business continuity and new business growth.
Ensure care operations comply with local, state, and federal pharmacy rules and regulations, third-party payor contract requirements, and Alto policies and procedures.
Fulfill manager-on-duty and on-call responsibilities for designated periods.
Maintain the pharmacy's good standing with applicable regulatory bodies, including State Boards of Pharmacy.
Partner with Recruiting and HR to attract, hire, develop, performance-manage, and retain pharmacists, and identify and assess high-performing, high-potential candidates.