VP, 24/7 Clinical Ops & Care Delivery

Fuze Health Inc.; Lansing (MI); On-site; USD 171,000 - 257,000; Full time

Benefits offered by this job

Full-time employee benefits

Dental, vision, and medical plans

401(k) retirement plan

Parental leave

Job summary

Fuze Health Inc. seeks an accomplished VP of Call & Clinical Operations to lead 24/7 care agent and licensed clinical staff across multiple brands with a unified strategy.

This executive will drive operational maturity, cost quality balance, and scalable processes while ensuring compassionate patient engagement and regulatory compliance. The role oversees 450+ associates, partners with senior leaders, and guides staffing, quality, and continuous improvement across a large, often work-from-home

Qualifications

• 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.
• 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.
• 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.

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 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.

Skills

Executive Leadership

Scale & Scope Experience

Pharmacy Background

Operational Excellence

Compliance & Regulatory

Change Management

Strategic Communication

Education

Advanced degree in Business/Operations/Pharmacy

Job description

Fuze Health Inc. seeks an accomplished VP of Call & Clinical Operations to lead 24/7 care agent and licensed clinical staff across multiple brands with a unified strategy.

This executive will drive operational maturity, cost quality balance, and scalable processes while ensuring compassionate patient engagement and regulatory compliance. The role oversees 450+ associates, partners with senior leaders, and guides staffing, quality, and continuous improvement across a large, often work-from-home