Client Relationship Analyst - Call Support & Customer Service Specialist (340B Healthcare Program)

Join arenaflex as a Client Relationship Analyst

Are you ready to make a meaningful impact in the healthcare industry while building a rewarding career? arenaflex is seeking a talented and motivated Client Relationship Analyst to join our dynamic team. This is a fantastic opportunity for individuals who thrive in customer-facing roles and are passionate about healthcare program optimization. As part of the arenaflex family, you will play a critical role in supporting our 340B program operations, working directly with healthcare clients to ensure exceptional service delivery and program success.

The 340B Drug Pricing Program is a vital component of the U.S. healthcare safety net, enabling covered entities to stretch scarce federal resources as far as possible, reaching more patients and providing more comprehensive services. At arenaflex, we understand the importance of this program and are committed to delivering world-class support to our clients who participate in this essential initiative. Join us and become part of a company that truly cares about improving healthcare access for medically underserved populations across America.

Position Overview

As a Client Relationship Analyst at arenaflex, you will serve as the primary point of contact for our valued healthcare clients. This position is responsible for managing everyday correspondence with clients, conducting program surveys, assisting clients through agreement pharmacy reviews, delivering program productivity and streamlining opportunities, and working with cross-functional teams to identify and resolve issues on behalf of our clients. You will also act as the single point of contact for various internal arenaflex teams from a client perspective, ensuring seamless communication and exceptional service delivery.

Key Responsibilities

• Client Relationship Management: Maintain and reinforce client relationships by providing required services that address client concerns. Ensure every interaction reflects arenaflex's commitment to excellence and the highest level of customer service.
• 340B Program Expertise: Serve as the knowledgeable authority to drive 340B program advancement opportunities. Develop an in-depth understanding of the program and use that knowledge to identify ways to improve the overall efficiency and attractiveness of the 340B program consistently.
• Issue Resolution: Claim the start-to-finish resolution for any inquiries and issues while demonstrating professionalism and providing the highest level of service at all times. Determine when escalation is necessary and ensure timely resolution.
• Cross-Functional Collaboration: Use cross-functional support teams to request and interpret different data streams, and communicate business results and trends that relate to the client and their overall 340B program performance.
• Process Improvement: Request client input and resolve process improvement solutions while recommending system enhancements. Instruct clients regarding any reporting changes and guide them through the transitions. Analyze client needs to develop more effective reporting solutions.
• Audit Support: Offer fundamental support needed to the client for 340B reviews by providing a clear explanation of the data flow through the various systems. Participate in the client's audit process and offer assistance onsite or remotely.
• Documentation: Maintain records of client interactions, document details, complaints, comments, and actions taken. Contact clients to answer inquiries or to inform them of investigation results and planned changes.
• Internal Partnership Development: Create and cultivate working relationships with different internal partners including IT, Stores, Legal, Sales, and other departments to facilitate productive exchanges of information.
• Industry Knowledge: Maintain knowledge of the healthcare and pharmacy services industry continuously, and utilize that information to make recommendations to improve the 340B program.
• Travel Requirements: Willingness to travel up to 20% of the time for business purposes, both within state and out of state.

Essential Qualifications

• Education: Bachelor's degree OR high school diploma/GED with two (2) years of client or account relationship experience.
• Problem-Solving Skills: Experience in diagnosing, isolating, and resolving moderate to complex business issues, and recommending and implementing solutions to resolve problems.
• Self-Directed Work Style: Experience developing approaches to achieving goals and meeting deadlines with minimal management. Ability to work independently to complete goals and determine when escalation of issues is necessary.
• Communication Skills: Strong experience communicating both verbally (on telephone, one-on-one, and to groups) and in writing (emails, letters, reports, presentations) to different audiences including work groups, team members, company management, and external clients.
• Customer Service Excellence: Experience providing customer service to internal and external customers, including meeting quality standards for services and assessment of customer satisfaction.
• Presentation Skills: Experience developing and delivering presentations to internal and external audiences.
• Technical Proficiency:
  • Microsoft Excel: Fundamental level expertise including opening workbooks, inserting rows, selecting fonts and sizes, formatting cells as currency, using copy, paste and save capabilities, aligning text, selecting cells, renaming worksheets, inserting columns, selecting outline styles, inserting worksheets, setting margins, selecting page orientation, using spell check, and printing worksheets.
  • Microsoft PowerPoint: Fundamental level expertise including inserting, rearranging, hiding, and deleting slides, navigating between slides, increasing list level, adding, centering, and editing text, changing views, inserting tables or notes, moving items, printing outline view, and running slide shows.
  • Microsoft Word: Fundamental level expertise including opening documents, cutting, pasting, and aligning text, selecting font types and sizes, changing margins and column widths, sorting, inserting shots, pictures, and dates, using find and replace, fix, spell check, track changes, review sheets, and print capabilities.

Preferred Qualifications

• Bachelor's Degree with at least 2 years of client/customer service experience OR High School Diploma/GED with 2 years of client or account relationship experience.
• Experience working in a client or account management environment.
• Experience in the healthcare industry, including 340B, pharmacy, hospital, clinic, or PBM (Pharmacy Benefit Management) sectors.

Why Join arenaflex?

At arenaflex, we believe that our employees are our most valuable asset. We are committed to creating a supportive, inclusive, and professional work environment where everyone can thrive. When you join our team, you become part of a company that values integrity, innovation, and excellence in everything we do.

Career Growth and Development

We are invested in the long-term success and professional development of our team members. As a Client Relationship Analyst at arenaflex, you will have access to comprehensive training programs designed to enhance your skills and expand your expertise in the healthcare and 340B program space. We offer clear career progression pathways for high-performing individuals who demonstrate commitment to excellence and continuous improvement. Whether you aspire to advance into senior analyst roles, team leadership positions, or specialized program management, arenaflex provides the resources and opportunities to help you achieve your career goals.

Work Environment and Culture

Our culture is built on collaboration, respect, and a shared commitment to making a positive impact in healthcare. We foster an environment where diverse perspectives are valued and where every team member feels empowered to contribute ideas and drive innovation. We understand that work-life balance is essential for sustained performance and employee well-being, and we strive to create flexible arrangements that support our team members' needs.

Competitive Compensation and Benefits

arenaflex is pleased to offer a competitive hourly rate of $32.00 for this position, along with a comprehensive benefits package that includes:

• Healthcare Coverage: Comprehensive medical, dental, and vision insurance plans to support your health and the health of your family.
• Retirement Plans: 401(k) or other retirement savings plans with company contributions to help you build a secure financial future.
• Paid Time Off: Generous vacation days, holidays, and sick leave to ensure you have time to recharge and attend to personal matters.
• Employee Discounts: Exclusive discounts on products and services offered by the company.
• Life Insurance: Coverage in the event of a employee's death to provide peace of mind for your loved ones.
• Tuition Assistance: Support for employees pursuing additional education and professional development.
• Wellness Programs: Initiatives and programs designed to promote employee health, wellness, and overall well-being.
• Career Development: Comprehensive training and development programs to enhance your skills and support career advancement.

About arenaflex

arenaflex is a leading force in the U.S. healthcare and pharmacy sector, dedicated to creating happier lives through better health. With a long-term legacy of caring for communities, we operate numerous retail locations across America and are proud to serve millions of customers and patients every day. Our pharmacists play a critical role in the U.S. healthcare system by providing an extensive range of pharmacy and healthcare services, including those that drive equitable access to care for medically underserved populations.

To best address the needs of customers and patients, arenaflex offers a true omnichannel experience with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide. Our commitment to innovation, customer service, and community health makes arenaflex an exceptional place to build a career.

The actual compensation a worker can expect to receive, in addition to bonus compliant with the specifics of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law.

Apply Today

If you are ready to take the next step in your career and join a team that makes a real difference in healthcare, we encourage you to apply for this exciting opportunity. We are looking for dedicated professionals who are passionate about client success and want to be part of something meaningful. At arenaflex, you will find not just a job, but a career where your contributions matter and your growth is supported.

Don't miss this chance to become part of the arenaflex family. Apply now and start your journey with a company that values its people and is committed to transforming healthcare for the better. We look forward to welcoming you to our team!