VP of 24/7 Patient Care & Clinical Operations

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

Benefits offered by this job

Dental & Vision

401(k) retirement plan

Paid holidays & parental leave

Job summary

Fuze Health Inc. is seeking a VP of Call & Clinical Operations to lead the Clinical Call and Clinical Operations vertical across TruePill and Alto, guiding a 24/7 workforce of 450+ care agents and licensed clinicians.

The role focuses on scaling operations, balancing cost, quality, and SLAs, ensuring compassionate, compliant patient engagement while collaborating with product, compliance, legal, HR, and finance to drive growth and operational excellence.

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 Expertise

Change Management

Strategic Communication

Education

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

Job description

Fuze Health Inc. is seeking a VP of Call & Clinical Operations to lead the Clinical Call and Clinical Operations vertical across TruePill and Alto, guiding a 24/7 workforce of 450+ care agents and licensed clinicians.

The role focuses on scaling operations, balancing cost, quality, and SLAs, ensuring compassionate, compliant patient engagement while collaborating with product, compliance, legal, HR, and finance to drive growth and operational excellence.