Head of Clinical Call & Operations

Fuze Health Inc.; New Hampshire; On-site; USD 200,000 - 260,000; Full time

Benefits offered by this job

Dental insurance

Vision insurance

401(k) retirement plan

Group life insurance

AD&D insurance

FSA/HSA

Job summary

Fuze Health is seeking a Vice President of Call & Clinical Operations to lead the clinical call centers and pharmacy operations, overseeing a 450+ agent and licensed clinician team across multiple sites with around-the-clock coverage.

This executive role emphasizes regulatory compliance, continuous improvement, scalability, and strong cross-functional collaboration with Product, Compliance, Legal, HR, and Finance. Travel up to 25% is required; incentive bonus and benefits apply.

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.
• Primary driver for operational maturity, patient engagement, and execution of high-priority clinical and business initiatives.
• Staffing & Capacity Management for over 450 care agents and licensed clinicians to balance cost, service, quality, and growth.
• Standardize performance and quality across a large work-from-home team and modernize Rx contact center SOPs.
• Ensure regulatory compliance and adherence to state boards and DEA standards.
• Lead continuous improvement initiatives to boost productivity and efficiency.
• Partner with Product, Compliance, Legal, HR, Finance, and senior leaders to align launches with execution readiness.
• Demonstrate 10+ years of progressive executive experience in large-scale clinical call centers, operations, or pharmacy operations.
• Proven track record managing large, remote or hybrid multi-site teams (400+ FTEs) in a 24/7 high-volume environment.
• Pharmacy background with licensure and willingness to obtain additional Non-Resident licenses as dictated by strategy.
• Expertise in process engineering, quality management systems, multi-site pharmacy fulfillment, and scaling operations.
• Experience with regulatory authorities (State Boards of Pharmacy, DEA).
• Strong change management skills to navigate cultural alignment risks during transformation.
• Advanced degree in Business, Operations, Pharmacy, or related field.

Job description

Fuze Health is seeking a Vice President of Call & Clinical Operations to lead the clinical call centers and pharmacy operations, overseeing a 450+ agent and licensed clinician team across multiple sites with around-the-clock coverage.

This executive role emphasizes regulatory compliance, continuous improvement, scalability, and strong cross-functional collaboration with Product, Compliance, Legal, HR, and Finance. Travel up to 25% is required; incentive bonus and benefits apply.