VP, 24/7 Clinical Call & Care Ops

Fuze Health Inc.; Wilmington (VT); Remote; USD 171,000 - 257,000; Full time

Benefits offered by this job

Dental, vision, and medical plans

401(k) retirement plan

Paid holidays and vacation time

Parental leave

Job summary

Fuze Health is seeking an accomplished VP, Call & Clinical Operations to lead a 450+ agent and licensed clinical professional workforce across TruePill and Alto entities. The role focuses on scalable, compassionate patient engagement, regulatory compliance, and operational maturity in a fast-growing healthcare services environment.

Reporting to the COO, the position balances cost, quality, and SLAs while driving outbound strategies and ensuring alignment with product, legal, and finance

Qualifications

• Executive Leadership: 10+ years of progressive executive experience leading complex, large-scale clinical call centers, clinical operations, or pharmacy operations in high-growth, matrixed organizations.
• Scale & Scope Experience: Proven track record managing large, remote or hybrid multi-site teams (400+ FTEs) operating in a 24/7 high-volume environment.
• Pharmacy Background (preferred): 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.
• Operational Excellence: Deep success and expertise in process engineering, quality management systems, managing multi-site/high-volume pharmacy fulfillment, and operational scaling.
• Compliance & Regulatory Expertise: Experience maintaining pharmacy compliance and interacting with regulatory authorities (State Boards of Pharmacy, DEA).
• Change Management: Exceptional ability to navigate cultural alignment risks and lead through organizational transformations.
• Strategic Communication: Strong ability to define clear decision rights, influence across all levels of a matrix organization, and partner with senior stakeholders.
• Education: Advanced degree in Business, Operations, Pharmacy, or a related field.

Responsibilities

• Operations Strategy & Vertical Leadership: 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.
• Operational Maturity & Scaling: Serve as the primary driver for operational maturity, compassionate and compliant patient engagement and the execution of high-priority clinical and business initiatives.
• Staffing & Capacity Management: 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.
• Standardized Performance & Quality: Ensure high quality, standardized performance across a large work-from-home team, harmonizing and modernizing operational processes to standardize Rx contact center SOPs.
• Regulatory Compliance & Safety: Maintain rigorous regulatory compliance and state board and DEA standards.
• Continuous Improvement: Formalize and lead continuous improvement initiatives to improve productivity and drive operational efficiency.
• Cross-Functional Collaboration: Partner with Product, Compliance, Legal, HR, Finance, and other senior leaders to align launch timelines with execution readiness.
• People Leadership: Lead, coach, and develop a high-performing leadership team.

Skills

Executive Leadership

Scale & Scope

Pharmacy Background

Operational Excellence

Compliance & Regulatory

Change Management

Strategic Communication

Education

Education

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

Job description

Fuze Health is seeking an accomplished VP, Call & Clinical Operations to lead a 450+ agent and licensed clinical professional workforce across TruePill and Alto entities. The role focuses on scalable, compassionate patient engagement, regulatory compliance, and operational maturity in a fast-growing healthcare services environment.

Reporting to the COO, the position balances cost, quality, and SLAs while driving outbound strategies and ensuring alignment with product, legal, and finance