Senior Clinical Customer Support Lead – arenaflex Retail Pharmacy Operations & Community Health – $35 /hr

About arenaflex

arenaflex is a leading national retailer in the health and wellness space, operating a network of community pharmacies that serve millions of customers each year. With a commitment to delivering safe, compassionate, and convenient care, arenaflex blends cutting‑edge clinical expertise with the personal touch of neighborhood stores. Our mission is to improve the health of the communities we serve by providing accessible pharmacy services, innovative health programs, and a supportive environment for both customers and employees. As a member of the arenaflex family, you will be part of a dynamic organization that values integrity, collaboration, and continuous improvement.

Position Overview

The Senior Clinical Customer Support Lead is a pivotal role that bridges clinical excellence with retail operations. Reporting to the Regional Pharmacy Operations Director, you will oversee the resolution of clinical inquiries, drive pharmacy‑wide health initiatives, and mentor store leaders to ensure consistent, high‑quality patient experiences across all arenaxflex locations. This position offers a competitive hourly rate of $35 and a platform to influence the future of community health at scale.

Key Responsibilities

• Clinical Issue Management: Field, triage, and resolve complex clinical correspondences originating from store teams, ensuring timely and accurate responses to patient concerns.
• Quality Assurance Oversight: Lead Phase 1 and Phase 2 of the Clinical Review Process for escalated quality issues, maintaining compliance with regulatory standards and internal policies.
• Act as Clinical Lead: Serve as the primary clinical authority for the retail division, partnering directly with Store Managers to address medication‑related queries and provide expert guidance.
• Strategic Insight Development: Analyze pharmacy performance data to identify growth opportunities, such as new patient acquisition and service expansion, and present actionable recommendations to senior leadership.
• Collaboration with Regional Health Teams: Build and sustain relationships with existing health system partners coordinated by the Regional Health Director (RHD), facilitating seamless integration of clinical services.
• Program Execution: Ensure the successful rollout of arenaxflex Pharmacy Wellness and Health Programs through on‑site store visits, training sessions for Regional Supervisors, and joint initiatives with the Store and Retail Operations teams.
• Performance Monitoring: Track regional execution metrics, generate detailed reports, and leverage feedback from Area Supervisors to drive targeted improvements in specific stores.
• Community Engagement: Represent arenaxflex at community health events, fostering relationships with local health organizations, schools, and professional associations.
• Business Planning Support: Partner with the Store and Pharmacy Operations leadership to review financials and KPIs, contributing to strategic business planning, forecasting, and budgeting cycles.
• Talent Development: Own the pharmacy leadership talent pipeline—recruit, assess, and develop high‑potential Store Managers, and oversee Performance Improvement Plans for pharmacy staff.
• Compliance & Ethics: Ensure adherence to all corporate policies, relevant regulations, and equitable treatment of all colleagues, reinforcing arenaxflex’s culture of integrity.
• Monthly Touchpoints: Conduct regular one‑on‑one meetings with Store Directors to review STAR reports, discuss clinical quality events, and align on coaching and development objectives.
• Cross‑Functional Collaboration: Work closely with the Pharmacy Clinical Services Specialist and Pharmacy Scheduler to coordinate staffing, training, and operational readiness.
• Continuous Learning: Participate in ongoing training initiatives and champion a culture of self‑improvement across the pharmacy network.

Essential Qualifications

• Bachelor’s degree in Pharmacy, Healthcare Administration, or a related field (PharmD preferred).
• Minimum of 5 years of progressive experience in retail pharmacy operations, with at least 2 years in a supervisory or lead role.
• Demonstrated expertise in clinical issue resolution and familiarity with pharmacy‑related regulatory frameworks (e.g., state board of pharmacy, HIPAA).
• Proven ability to analyze performance data, develop strategic insights, and influence senior leadership decisions.
• Strong interpersonal skills with a track record of building effective partnerships with store managers, regional directors, and external health system partners.
• Excellent written and verbal communication skills, capable of translating complex clinical concepts into clear, actionable guidance.
• Ability to travel regionally (up to 30% of the time) for store visits, training sessions, and community events.
• Proficiency with pharmacy management software, Microsoft Office Suite, and data visualization tools (e.g., Power BI, Tableau).

Preferred Qualifications

• Master’s degree in Business Administration, Healthcare Management, or a related discipline.
• Experience working within a large, multi‑state retail pharmacy chain.
• Certification in Clinical Pharmacy (e.g., Board Certified Pharmacotherapy Specialist – BCPP).
• Background in project management or process improvement methodologies such as Lean Six Sigma.
• Demonstrated success in leading community health initiatives or public health outreach programs.

Core Skills & Competencies

• Clinical Acumen: Deep understanding of prescription medication therapy, drug interactions, and patient counseling best practices.
• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing pharmacy teams.
• Analytical Thinking: Strong data‑driven mindset with the capacity to translate metrics into strategic actions.
• Problem‑Solving: Proactive approach to identifying root causes and implementing sustainable solutions.
• Communication: Clear, concise, and persuasive communication style for both internal stakeholders and external partners.
• Project Management: Skilled at planning, executing, and monitoring multi‑phase initiatives across diverse locations.
• Customer‑Centric Focus: Commitment to delivering exceptional patient experiences and fostering trust.
• Adaptability: Comfortable navigating a fast‑paced, evolving retail environment.

Career Development & Learning Opportunities

arenaxflex invests heavily in the professional growth of its employees. As a Senior Clinical Customer Support Lead, you will have access to a robust learning ecosystem that includes:

• Leadership development programs tailored for emerging pharmacy executives.
• Continuing education courses and certifications fully funded by arenaxflex.
• Mentorship relationships with senior executives in the Pharmacy Operations and Clinical Services divisions.
• Opportunities to lead cross‑functional projects that influence company‑wide strategy.
• Regular performance reviews that focus on career trajectory, skill development, and personal aspirations.

These resources are designed to accelerate your path toward senior management roles, such as Regional Pharmacy Director or Vice President of Clinical Operations, while deepening your expertise in both clinical practice and business leadership.

Work Environment & Culture at arenaxflex

Our stores are vibrant community hubs where collaboration, respect, and innovation thrive. The culture at arenaxflex is built on three pillars:

• People First: We prioritize the well‑being of our associates, offering flexible scheduling, wellness programs, and a supportive network of peers.
• Community Impact: Every store is a partner in local health initiatives, from vaccination drives to health‑education workshops.
• Continuous Improvement: We encourage a growth mindset, rewarding curiosity, data‑driven decision making, and a willingness to challenge the status quo.

You will work in a collaborative environment that values diverse perspectives, encourages open dialogue, and celebrates achievements—big and small. Whether you are on the shop floor, in a regional office, or engaging with community partners, you will feel the energy of a purpose‑driven organization.

Compensation, Perks & Benefits

arenaxflex offers a competitive hourly wage of $35, complemented by a comprehensive benefits package that includes:

• Health, dental, and vision insurance with multiple plan options.
• Generous paid time off (PTO) and holiday schedules.
• Retirement savings plans with company matching contributions.
• Employee discount programs on pharmacy products and wellness services.
• Tuition reimbursement for approved continuing education courses.
• Wellness initiatives such as on‑site fitness classes, mental‑health resources, and employee assistance programs.
• Recognition programs that celebrate outstanding performance and community involvement.

In addition to the financial rewards, you will gain intrinsic satisfaction from making a tangible difference in the health of the neighborhoods you serve.

How to Apply

If you are ready to lead clinical excellence, inspire pharmacy teams, and shape the future of community health, we want to hear from you. Submit your application today and become a catalyst for positive change at arenaxflex.

Apply Now