VP, Call and Clinical Operations - FuzeRx
About The Position
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.
Requirements
- 10+ years of progressive executive experience leading complex, large-scale clinical call centers, clinical operations, or pharmacy operations in high-growth, matrixed organizations.
- Proven track record managing large, remote or hybrid multi-site teams (400+ FTEs) operating in a 24/7 high-volume environment.
- Deep success and expertise in process engineering, quality management systems, managing multi-site/high-volume pharmacy fulfillment, and operational scaling.
- Experience maintaining pharmacy compliance and interacting with regulatory authorities (State Boards of Pharmacy, DEA).
- Exceptional ability to navigate cultural alignment risks and lead through organizational transformations.
- Strong ability to define clear decision rights, influence across all levels of a matrix organization, and partner with senior stakeholders.
- Advanced degree in Business, Operations, Pharmacy, or a related field.
Nice To Haves
- 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.
Responsibilities
- 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.
- Serve as the primary driver for operational maturity, compassionate and compliant patient engagement and the execution of high-priority clinical and business initiatives.
- 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.
- Ensure high quality, standardized performance across a large work-from-home team, harmonizing and modernizing operational processes to standardize Rx contact center SOPs.
- Maintain rigorous regulatory compliance and state board and DEA standards.
- 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.
- Lead, coach, and develop a high-performing leadership team.
Benefits
- dental
- vision
- 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)
- health savings account (HSA)
- commuter benefits
- employer-paid short-term (STD) and long-term disability (LTD) insurance
- additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program)
- flexible vacation time
- accrued paid sick time
- 10 paid holidays
- (2 floating holidays for full time non-exempt employees)
- eight weeks of paid parental leave for eligible employees
- additional paid weeks for the birthing parent
- 4 weeks paid caregiver leave
- a Lifestyle Spending Account allowance each month
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What This Job Offers
Job Type
Full-time
Career Level
Executive
