Senior Manager, Contact Center and Clinical Operations

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
 

Job Description 

The Senior Manager, Care Operations is a critical leadership role at Fuze Rx, responsible for the compliant, efficient, safe, and scalable operations of Fuze Rx's pharmacy Care organization across multiple domains, including Processing, Call Center, Specialty, and other functional areas. This role oversees a team of Supervisors and Project Coordinators, providing strategic direction, operational rigor, and people leadership across the full breadth of domains under their remit. The Senior Manager owns the end to end performance of Care Operations, including patient experience, employee engagement, industry compliance, and business metrics, across every domain in their portfolio.

You will use deep expertise in pharmacy regulation, operational leadership, and data-driven decision-making to set strategy, allocate resources, and drive continuous improvement across a multi-domain operation. You will partner cross-functionally with Product, Compliance, HR, and senior leadership to shape the future of Alto's Care organization, and you will develop the next generation of operations leaders by coaching and growing your Supervisors and Project Coordinators.

Key Responsibilities

• Own the strategic and operational performance of Care Operations across multiple domains (e.g., Processing, Call Center, Specialty, Enterprise Partnerships, etc.), translating business plans and goals into tactical action, incorporating resources, costs, and forecasts into plans, and ensuring efficiency, service level, and quality targets are met across the portfolio, including by matrixed resources across reporting lines.
• Lead, coach, and develop a team of Supervisors and Project Coordinators, fostering open dialogue, collaboration, and motivation toward business objectives; delegating appropriately with the right support and stakeholder access; and setting hiring, performance management, and development strategy in partnership with Recruiting and HR to build capability and succession pipelines for future leadership roles.
• Design and drive the operational roadmap for partnerships, product launches, and cross-domain initiatives, staying current on organizational change and industry trends and sharing best practices across teams, while orchestrating rollout, staffing, and training needs across relevant groups; oversee workflow, policy, and systems improvements, encouraging teams to identify further opportunities.
• Hold ultimate accountability for regulatory and accreditation compliance across your portfolio, including policy development, licensure and good standing, escalated suspicious patient/provider cases, and representing the Company with Boards of Pharmacy, and ensure adherence to federal, state, and local pharmacy regulations, payor contract terms, and Alto policy across every domain you oversee.
• Own escalation pathways for the most complex or highest-risk operational issues, including manager on-duty/on-call program design, serving as the final internal escalation point and senior resource on pharmacy operations matters.
• Own staffing strategy, budget, and capacity planning across domains, balancing cost, service levels, and compliance risk.

Required Experience & Qualifications 

Minimum Qualifications:

• 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.
• 3+ years of progressive pharmacy operations leadership experience, including experience managing a team of Supervisors, Project Coordinators, or similar leads.
• Proven track record leading a large or complex mail order/clinical pharmacy operation.
• Expertise maintaining pharmacy compliance and interacting with regulatory authorities such as State Boards of Pharmacy and the DEA.
• Experience making data based decisions using analytical tools such as Excel, Tableau, or Looker to collect, analyze, and interpret data for operational excellence across multiple teams or functions.

Preferred Qualifications: 

• Experience managing or developing Supervisors, Project Coordinators, or other frontline leaders.
• Track record designing and scaling operational programs across multiple functional domains.
• Formal training or applied experience with lean, Kaizen, or similar continuous improvement methodologies at an organizational (not just team) level.
• Experience partnering with Product, Engineering, or Compliance teams to launch new programs or workflows.
• Experience owning staffing/capacity planning and budget accountability for an operation of significant size.

• Drive Quality Performance Metrics and patient safety standards across the organization, identifying systemic root causes, removing obstacles that impact performance, and directing corrective action and contingency plans across teams.
• Lead standardization and governance of company policies and procedures across all domains in scope, and build a continuous improvement culture at scale, including formal use of lean/Kaizen or similar methodologies.

Additional Information
 

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds. The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.

Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health’s policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Salary Range: $144,250 - $180,300

Commission Eligible: No

Travel: Yes- Required up to 5% of the time  

Location Requirement: 

Fuze Health is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington (WA), Wisconsin.

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. Alto Pharmacy, Fuze Health, LetsGetChecked, and Fuze Care Services can not take over, transfer, or sponsor any visa type at this time.

Benefits: Fuze Health Benefits Site 

The application deadline- October 31, 2026. The deadline may be extended until the role is filled.

#LI-Remote 

Equal Opportunity Employer

Fuze Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at talent@fuzehealth.com. 

Fuze Health considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws. We are an E-Verify participating company.

Use of Automated Decision Tools

Fuze Health recruiters and hiring managers may use automated decision tools to help identify candidates who match the stated job requirements, and to what extent. These tools are designed to help ensure fairness in all aspects of the hiring process by providing recruiters and hiring managers with data-backed insights based on information provided in your resume, including work experience, education, and other skills. Fuze Health does not use automated decision tools to make hiring decisions; hiring decisions always involve human review and input. If you have any questions or would like to request an alternative process, please contact us at talent@fuzehealth.com. 

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