Manager, Contact Center – Clinical Operations

This is a fully remote position, open to applicants in Arizona, +17 more states.

📋 Description

• Manage the workflow of Contact Center and Clinical Operations.

• Ensure that efficiency, service levels, and quality metrics for prescription processing are achieved.

• Supervise and guide a diverse team to improve quality and enhance patient experience.

• Recruit, onboard, train, assess, coach, and handle disciplinary actions for team members.

• Develop, implement, and enforce workflows for partnerships, product launches, and regulatory/accreditation requirements.

• Maintain pharmacy compliance, formulate policies, manage suspicious patient/provider cases, and represent the company before Boards of Pharmacy.

• Triage and address daily escalations.

• Oversee staffing, scheduling, and workflows.

• Ensure patient safety and clinical excellence through quality performance metrics.

• Supervise deployment, training, and standardization of company policies and procedures.

• Foster a culture of continuous improvement.

• Acquire out-of-state licensure to support business continuity and growth.

• Ensure adherence to local, state, and federal pharmacy regulations, third-party payor rules, and Alto policies and procedures.

• Carry out manager-on-duty and designated on-call responsibilities.

• Ensure the pharmacy maintains good standing with relevant regulatory bodies.

• Collaborate with Recruiting and HR to attract, hire, develop, performance-manage, and retain pharmacists.

• Identify and assess high-performing and high-potential candidates.

⛳️ Requirements

• Proven experience in creating, implementing, and enforcing new workflows for partnerships, product launches, and regulatory/accreditation requirements.

• Previous experience as an Operational Manager or leader of a large mail order/clinical operation.

• Expertise in establishing and optimizing complex workflows within a multifaceted operation.

• Over 2 years of experience leading a high-performing pharmacy operation and managing workflows.

• Proficient in maintaining pharmacy compliance and engaging with regulatory authorities such as the State Boards of Pharmacy and the Drug Enforcement Agency.

• Experience in making data-driven decisions using analytical tools like Excel, Tableau, or Looker.

• More than 2 years of experience leading a team of Pharmacists and Technicians in the role of Pharmacist-in-Charge or similar experience.

• Familiarity with lean, Kaizen, or other continuous improvement methodologies.

• Experience in leading high-performing teams remotely.

• Graduate of an accredited pharmacy school.

• Licensed Pharmacist (RPh) in good standing with the State Board of Pharmacy in the state where the pharmacy is located and holding applicable non-resident licenses in good standing.

• Authorization to work for any employer in the U.S.

• Capability to work at a computer terminal for extended periods and perform physical activities, such as lifting, carrying, pushing, pulling, and moving objects weighing up to 20 pounds.

• Ability to communicate effectively in verbal form, discern auditory information, and visually perceive details.

🏝️ Benefits

• Reasonable accommodation for qualified individuals with disabilities.

• No travel required.

• Benefits available through the Fuze Health Benefits Site.