Why did you become a pharmacist?

I dropped out of high school in ninth grade and started working in a candy store until I met a very nice pharmacy owner. I started working there as a cashier. The owner, who was also the pharmacy manager and pharmacist in charge, taught me about pharmacy and how to become a pharmacist.

She showed me how to talk to patients, the financial barriers patients deal with, and the challenges they encounter with insurance companies. After seeing what customers really go through, and after learning about the pharmacy side of the store, I decided to get my GED, then my bachelor’s degree, and eventually to go to pharmacy school. I’m the only pharmacist in my family.

Before that experience, I didn’t realize how personal pharmacists get with patients. I thought it was just dispensing pills. It was a surprise that I would form such good connections with regular customers.

I always imagine every patient as if they are my relative, and I treat others how I want to be treated.

What does a day at work look like for you?

I usually come in an hour early to get a head start on the day, because as soon as we open, patients start arriving. We help them with prescriptions, explain how to use certain medications, and counsel them.

Sometimes patients will come to the register to pick up their prescription and they’ll ask me, “What over-the-counter medicine would you recommend?” Then, I come out from behind the counter, walk with them to the aisle, and show them the appropriate options. 

This year, because of COVID-19, I’ve been spending a lot of time tracking down physicians who aren’t operating their regular office hours. I’ve also been giving a lot of vaccinations—especially flu shots—but even expanded immunizations like shingles shots, pneumonia vaccines, and Tdap boosters.

As a pharmacy manager, I’m also staying on top of workflow. I make sure everyone’s in their appropriate stations, helping customers with whatever they need. Because for me, it’s all about customer service. It’s all about helping the patients with whatever needs they have.

Can you share a time when you helped a customer that made a particularly positive impact? 

During the COVID crisis, I had a patient who ran out of refills on her blood thinners, blood pressure medication, and diabetes medication. I tried to call her healthcare provider, but the doctor was not at the clinic. The doctor was not in the hospital. I spent three hours calling all of the offices associated with this physician, until I was able to obtain a personal phone number and reach the doctor. These were life-saving medications, and I didn’t want the patient to leave the pharmacy without them. It put us behind on production for other prescriptions, but my highest priority was making sure the patient had what she needed to stay healthy. That’s why I prioritized helping her.

I always imagine every patient as if they are my relative, and I treat others how I want to be treated. When I saw this older woman, I imagined that she was my mom. I thought, “If this were my mom, what would I do?”

The patient was so appreciative and relieved to have her medications that she contacted CVS, and they recognized our store for excellent customer service.

How do you help customers save?

Sometimes there are prescriptions that are not covered by insurance. Insurance companies have a lot of limitations or sometimes have high copays. I let my customers know about the SingleCare discount card. I let them know that I am using the discount and what the prices are. Most of the time patients are happy. They appreciate it. They feel like I’m going the extra mile to help out with the financial barrier, the affordability of the drug. If insurance doesn’t make it affordable, I’m always going to offer the discounted price.

What’s the most rewarding part of your job?

Making sure patients are taken care of. I want to know that I’m doing my part as a pharmacy manager to make sure everyone gets their medications, everybody understands how to use them, and there are no barriers to treatment. That includes following up to see that patients are taking their medication and maintaining it. Ultimately, it’s making sure we get the best outcome for everyone’s health.

What does this award mean to you? 

It really means a lot to me, because when you work on a daily basis and there’s a lot of hardship, you get recognition very rarely. I’m very appreciative. It’s my proudest moment as a pharmacist.