VP, Call and Clinical Operations

This is a fully remote position, open to applicants in Connecticut, +9 more states.

📋 Description

• Oversee one of FuzeRx’s two primary operational divisions

• Manage the Clinical Call and Clinical Operations division across both legacy Truepill and Alto

• Lead a cohesive team of over 450 Care Agents and Licensed Clinical Professionals providing 24/7 support

• Create and expand infrastructure to accommodate swift organizational growth and changing business needs

• Balance costs, quality, and service level agreements while enhancing inbound call resolution and implementing revenue-generating outbound initiatives

• Promote operational maturity and foster compassionate, compliant patient interactions

• Streamline and modernize operational workflows across the legacy Truepill and Alto organizations

• Formulate intricate staffing and capacity plans for care agents and licensed clinical professionals

• Guarantee consistent high-quality performance across a substantial remote workforce

• Standardize Rx contact center standard operating procedures (SOPs)

• Ensure adherence to regulatory compliance and state board and DEA regulations

• Spearhead continuous improvement efforts to boost productivity and operational effectiveness

• Collaborate with Product, Compliance, Legal, HR, Finance, and senior leadership to synchronize launch schedules with execution readiness

• Lead, mentor, and cultivate a high-performing leadership team

• Report directly to the Chief Operating Officer

• Travel up to 25% of the time

⛳️ Requirements

• Over 10 years of progressive executive experience in managing complex, large-scale clinical call centers, clinical operations, or pharmacy operations within high-growth, matrixed organizations

• Demonstrated success in managing extensive remote or hybrid multi-site teams (400+ FTEs) operating in a 24/7 high-volume setting

• Extensive knowledge and expertise in process engineering, quality management systems, multi-site/high-volume pharmacy fulfillment, and operational scaling

• Experience in ensuring pharmacy compliance and engaging with regulatory bodies, including State Boards of Pharmacy and DEA

• Exceptional skill in navigating cultural alignment challenges and leading organizational transformations

• Strong capability to establish clear decision-making authority, influence throughout all levels of a matrix organization, and collaborate with senior stakeholders

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

• Graduate of an accredited pharmacy school and a Licensed Pharmacist (RPh) in good standing with the State Board of Pharmacy in at least one operational state (preferred)

• Willingness to acquire additional Non-Resident Licenses as required by business strategy

• Applicants must have authorization to work for any employer in the U.S.

• Must reside in one of the specified eligible U.S. states

• No visa sponsorship or transfer opportunities available

• Ability to work at a computer terminal with a monitor, keyboard, and mouse for extended periods

• Ability to occasionally step away from the computer for in-person meetings

• Ability to stoop, bend, and reach for equipment and supplies

• Ability to perform frequent repetitive motions with wrists, hands, and fingers

• Ability to lift, carry, push, pull, and move objects weighing up to 50 pounds

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

🏝️ Benefits

• Dental insurance

• Vision insurance

• Multiple group medical plans

• 401(k) retirement savings plan

• Group life insurance

• Accidental death and dismemberment (AD&D) insurance

• Flexible spending account (FSA)

• Health savings account (HSA)

• Commuter benefits

• Employer-paid short-term disability (STD) insurance

• Employer-paid long-term disability (LTD) insurance

• Supplemental spouse life insurance

• Legal insurance

• Employee assistance program

• Home health testing kits

• Fertility medication discount program

• Flexible vacation time

• Accrued paid sick time

• 10 paid holidays

• 2 floating holidays for full-time non-exempt employees

• Eight weeks of paid parental leave for eligible employees

• Additional paid weeks for the birthing parent

• 4 weeks paid caregiver leave

• Lifestyle Spending Account allowance each month