Jacqui Ryan, CPhT, is a shining example of a pharmacy technician whose dedication and genuine passion for helping people have defined her career. 

Ryan’s journey began with a simple yet profound goal: “I wanted to help people.” This heartfelt desire to make a positive impact led her to become a pharmacy technician, a job she’s excelled in for 20 years. However, her path to pharmacy started with a different role entirely. Ryan initially worked as a grocery cashier at Fry’s in the ‘80s before taking a break to raise her son. In 2003, she returned to Fry’s #36 in Tucson, Arizona, but this time as a pharmacy technician, despite having no prior experience in the field. She was committed to learning—and making a difference in people’s lives—though, so she embraced this new challenge wholeheartedly.

But even Ryan has been surprised by the deeply rewarding experiences she shares with her customers. One of her greatest joys comes from saving customers money. “For most of our Medicare patients, a savings card can cut their copay in half,” she says. “For instance, the copay on two generic inhalers was $45 and I lowered the cost to $22.50 with a coupon.”

Whether it’s by helping patients afford essential medications or resolving prescription mix-ups, Ryan’s willingness to go above and beyond exemplifies her dedication to personalized care. “You want to try and track down problems before patients come into the store,” she says. Her connection with customers often transcends the professional sphere, as she engages them in conversations about their lives and experiences to build trust and personal relationships beyond the counter.

Ryan showcases the true value of a pharmacy technician—someone who not only dispenses medications but also serves as a pillar of support in navigating the complex world of healthcare and prescription savings. For this reason, she was named a 2023 Best of the Best Pharmacy Award winner. Here, she spoke with us about her pharmacy journey, her favorite customer interactions, and what she thinks exemplifies a good technician.

What does your typical day look like?

I work 9 to 5. We have three separate stations: release to patients, data entry, and dispensing. Our lead technician assigns us to one station and then we rotate every two hours. When you’re at dispensing, you’re the first one to answer the phone. In data, you’re typing up all the new prescriptions and serving as a backup for phone calls. When you’re doing release to patient, you are interacting with customers who walk up in person.

So, you have a lot of responsibility interacting with customers?

Absolutely. You have to have good follow-up because even though you’re talking to them on the phone, they’re going to be coming into the store. You want to try to track down the problems while you’re on the phone before they come in. So, it’s very important to have a good rapport and a relationship that starts on the phone. 

What is an important attribute for a pharmacy technician?

Customer service is really important: greeting the customer, engaging in conversation, thanking them, trying to save them money, and going above and beyond. For example, if it’s almost closing time on a Friday and we have not received a prescription yet from the doctor’s office and the patient needs to start their antibiotics, we get on the phone with the doctor. 

How do you try to connect with your patients? 

Having a caring attitude and a can-do attitude is sure helpful. I’m 59, and I’ve had a lot of life experiences. I use that life experience to try and help my customers. I’m from Illinois, so if I find somebody who has a phone number or a Kroger shopper’s card from back east, then that gets the ball rolling on conversations, and it just goes from there. It’s very easy to talk to people, and you gain their trust and they look forward to seeing you. It’s important to have a good rapport with the customers, even addressing them by first and last name. Patients often call me by name because my name tag’s always on, so I try to learn their names as well and have a personal relationship with them. 

What has driven you to stay in this job for 20 years?

It’s mainly my coworkers and the pharmacists that make it such an enjoyable experience. Teamwork is very important. When our pharmacist is committed to excellence, it makes you step up and do the very best you can. When you have a good team leader in a pharmacy manager, you just play a role in his pharmacy—and I’m very happy with my supporting role.

What do you find most interesting in your day-to-day job?

Getting involved with the customers and learning about their lives. I try to remember personal things like they’re going on a vacation or they’re from Minnesota. It makes the job so much more enjoyable, engaging with the customers.

How do you feel about winning this award?

Very excited. This is a win for all pharmacy technicians. I am humbled to receive an award because of a patient’s nomination when, in essence, I was just doing my job.