[Hiring] Manager, Contact Center and Clinical Operations @Fuze Health

Role Description

The role of Pharmacist Care Manager is a critical role at Fuze Rx. In this role, you will be responsible for ensuring the compliant, efficient, safe, and scalable operations for the Contact Center and Clinical Operations. A chief objective will be to establish operational excellence, particularly as it pertains to:

• Patient experience
• Employee morale
• Industry standards
• Compliance
• Performance metrics

You will use your in-depth knowledge of Pharmacy regulations, clinical judgment, and patient safety practices to meet and exceed service level agreements. As a Care Manager, you will also work cross-functionally to develop new processes and programs that are key to Fuze Rx's success, and establish a culture of continuous improvement. You will supervise and develop your team and be responsible for employee engagement, training and communicating and adhering to performance standards.

Accelerate Your Career as You:

• Own Contact Center and Clinical Operations workflow.
• Ensure the critical metrics for efficiency, service levels, and quality for prescription processing are met.
• Supervise and mentor a diverse team, focusing on enhancing quality and patient experience.
• Responsibilities include recruiting, onboarding, and developing team members, conducting performance evaluations, providing ongoing coaching, and managing disciplinary actions to ensure a high-performing, collaborative team environment.
• Create, implement and enforce new workflows for partnerships, product launches, and regulatory/accreditation requirements.
• Ensure pharmacy practice is in compliance with regulatory and accreditation agencies, including but not limited to policy development, suspicious patient/provider management, and representing the Company and its decisions with the Board of Pharmacies.
• Triage and resolve day-to-day escalations.
• Manage staffing, scheduling, and workflows.
• Ensure patient safety and clinical excellence through Quality Performance Metrics.
• Oversee deployment, training, and standardization of company policies and procedures.
• Establish a continuous improvement culture.
• Obtain out of state licensure to ensure business continuity and new business growth.
• Ensure that Care operations are compliant with:
  • Local, state, and federal rules and regulations regarding the practice of pharmacy
  • Third party payor contract rules and regulations
  • Policies and procedures as set forth by Alto
• Own manager on duty expectations in running the operation and on-call duties for the designated period of time.
• Ensure the pharmacy remains in good standing with all applicable regulatory bodies including the State Board of Pharmacies.
• Partner with our Recruiting and HR teams to attract, hire, develop, performance manage, and retain a team of pharmacists.
• Use your experience growing and managing teams to identify and evaluate high performing, high potential candidates.

Qualifications

• Previous experience 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 establishing and improving complex workflows within a complex operation.
• 2+ years leading a high-performing pharmacy operation and managing workflows.
• Expertise maintaining pharmacy compliance and interacting with regulatory authorities such as the State Boards of Pharmacy and the Drug Enforcement Agency.
• Experience making data-based decisions using analytical tools such as Excel, Tableau, or Looker to collect, analyze, and interpret data for operational excellence.

Requirements

• 2+ years experience leading a team of Pharmacists and Technicians as a Pharmacist-in-Charge or related experience.
• Experience using lean, Kaizen, or similar continuous improvement methodologies.
• Experience leading high performing teams remotely.
• Graduate of an accredited school of pharmacy and a Licensed Pharmacist (RPh) in good standing with the State Board of Pharmacy in the state where the pharmacy site is located and also in good standing for any Non Resident Licenses as dictated by business strategy.

Benefits

• Fuze Health Benefits Site

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: $122,000 - $158,000

Commission Eligible: No

Travel: No

Location Requirement: Fuze Rx is limited to individuals residing in the following states: Arizona, Arkansas, California, Colorado, Florida, Kansas, Maryland, Missouri, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Washington (WA), and Wisconsin.

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S.