VP, Call and Clinical Operations - FuzeRx

Job Summary

About Fuze Health

At Fuze Health, we put patients first and tirelessly address the most pressing needs in healthcare. We empower millions to digitally connect with care providers, essential health resources and needed treatments – and enable care providers, employers, health plans and life sciences companies to meaningfully enhance quality, outcomes and value. We are dedicated to helping our partners evolve and modernize to meet emerging patient and marketplace needs.

Fuze Health’s foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors. Our growing portfolio brings together the capabilities of industry leaders including LetsGetChecked, Truepill, and Alto Pharmacy, to create a distinctive, unified force in healthcare. Together, we have the shared vision, advanced capabilities and talented teams to deliver next-generation solutions that patients and healthcare partners need today and into the future.

Job Description

The VP, Call & Clinical Operations is a critical executive leadership role at FuzeRx, reporting directly to the Chief Operating Officer. This position leads one of two core operational verticals, directing a 24/7 unified workforce of 450+ Care Agents and Licensed Clinical Professionals (pharmacists, nurses, and social workers).

The successful candidate will build and scale the infrastructure required to support rapid organizational growth, adapt to shifting business priorities, and maintain standardized, high-quality performance. This leader balances cost, quality, and service level agreements (SLAs) while driving both inbound call resolution and revenue-generating outbound strategies. As the primary champion for operational maturity, this executive ensures compassionate, compliant patient engagement while harmonizing processes across legacy Truepill and Alto entities.

Job Description

Key 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.

Qualifications & Skills

• 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 wi...