Chief, 24/7 Clinical Call & Care Operations

Fuze Health Inc.; Vermont; On-site; USD 171,000 - 257,000; Full time

Job summary

Fuze Health is seeking a seasoned VP of Call & Clinical Operations to lead the Clinical Call and Clinical Operations vertical for legacy TruePill and Alto, unifying a 450+ agent workforce with 24/7 coverage. The role balances cost, service, and quality while driving high-priority clinical initiatives.

You will scale operations, ensure compassionate and compliant patient engagement, and partner with senior leaders to align launch timelines with execution readiness, while guiding a high-performing

Qualifications

• 10+ years of executive leadership in large-scale clinical call centers, clinical ops or pharmacy operations.
• Experience managing large remote or hybrid multi-site teams (400+ FTEs) in 24/7 high-volume environments.
• Pharmacy background with licensed pharmacist in good standing (preferred).
• Proven track record in process engineering, quality management, and scaling operations.
• Experience with pharmacy compliance and regulatory authorities (State Boards, DEA).
• Change management experience navigating cultural alignment and organizational transformation.
• Strong strategic communication to define decision rights and influence across a matrix organization.
• Advanced degree in Business, Operations, Pharmacy, or related field.

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 to balance cost, service, quality, and growth.
• Ensure high quality, standardized performance across a large work-from-home team, harmonizing and modernizing operational processes.
• 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.

Skills

Executive Leadership

Scale & Scope Experience

Operational Excellence

Compliance & Regulatory Expertise

Change Management

Strategic Communication

Education

Advanced degree in Business, Operations, Pharmacy, or related field

Job description

Fuze Health is seeking a seasoned VP of Call & Clinical Operations to lead the Clinical Call and Clinical Operations vertical for legacy TruePill and Alto, unifying a 450+ agent workforce with 24/7 coverage. The role balances cost, service, and quality while driving high-priority clinical initiatives.

You will scale operations, ensure compassionate and compliant patient engagement, and partner with senior leaders to align launch timelines with execution readiness, while guiding a high-performing