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.

The Director, Central Operations reports to the VP, Call and Clinical Operations, to support our Central Operations department. In this role, you will manage a team of patient operations managers while working cross-functionally with leaders across FuzeRx to translate our technology infrastructure into measurable operational performance.

You will oversee the performance and growth of the Patient Operations Care team, establishing requirements for reporting and capabilities while driving initiatives to ensure a seamless patient experience across our automated dispensing and API-integrated platforms.

Job Description
 

Why You’ll Love Working at FuzeRx

• Patients First: We tirelessly address the most pressing needs in healthcare because patient well-being is our priority.

• Innovation with Urgency: We never settle for how it’s done today. We invent how it will be done tomorrow, creating impact by innovating rather than anticipating.

• Lead with Integrity: We do what is best for our people, our customers, and above all, our patients.

Key Responsibilities

• You will oversee the performance and growth of Customer Service, Prescription Processing, Client-specific teams, managing both internal staff and external vendors.

• You will lead operational excellence across central fill pharmacy networks and courier delivery operations.

• You will lead your team with Key Performance Indicators (KPIs) to drive business success and increase efficiency while lowering the cost-to-fill on an annual basis.

• You will manage quality, turnaround time (TAT), and customer satisfaction metrics to ensure FuzeRx remains the preferred infrastructure partner for telehealth and pharma partners.

• You will establish requirements for capabilities and reporting, collaborating cross-functionally to deliver data-driven insights.

• You will analyze data to forecast staffing needs based on program performance, optimizing resource allocation across multiple roles.

• You will lead a large team of managers, supervisors and team members, establishing an environment of positive employee engagement and experience. 

Required Experience & Qualifications 

• You have 10+ years of progressive leadership experience in pharmacy benefits, digital health, or health tech sectors.

• 2–3+ years of clinical customer service experience, with a proven track record of managing and leading employees in a virtual environment.

• You have a proven track record of managing complex, multi-product patient operations teams within a highly regulated, compliance-intensive environment.

• You have mastered the ability to implement new programs and procedures that drive business transformation and organic revenue growth.

• You have experience managing omni-channel support (email, text, etc.) and a deep understanding of CRM and EMR systems, pharmacy operating systems a plus.

• You possess strong organizational planning skills and the ability to navigate ambiguity in a rapidly evolving market.

• You have excellent communication skills with the ability to convey complex operational data to diverse audiences, including executive stakeholders.

• Preferred: Experience building or scaling digital pharmacy or specialty pharmacy infrastructure platforms.

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