How do you go above and beyond for your customers?

I take time to listen to my patients’ issues. If I don’t know the answer or how to help, I exhaust all of my resources until I do. The multitude of opportunities to help people is one of the things I love about my job.

I am always looking for ways to further my education because the more knowledgeable I am, the more helpful I can be. This is a tough job, and there is always something to be learned. I advocate constantly for new technicians to get certified and I am always looking for new opportunities to expand my own knowledge. One aspect of pharmacy that is often overlooked is knowledge of how to run a business. Knowledge of inventory, costs, supply issues, human resources, and customer service can only serve to make a technician more valuable.

I have an amazing team that enables me to do more. The better my team is, the better I can be. I try to set an example and I don’t ask anyone else to do anything I don’t already do myself. I am passionate about what I do, I love my team and I genuinely care about my patients. Each day before I go to work I ask myself, “Who can I help today?”

How has the COVID-19 pandemic affected your pharmacy?

I like to look people in the eye and smile at them—and to know that they are smiling back. So, having to wear a mask all day was really disheartening, until an elderly patient told me, “It’s okay honey, you can still see it in your eyes.” That made me smile even brighter.

Our patients are very concerned that our jobs put us at higher risk. Fear can cause people to be very reactive, but it spurred expressions of gratitude we might not have otherwise seen. As an individual, I decided early on that I could not let my fears determine my actions. I chose instead to be a source of support for those around me. 

It was my goal to get my family and my work family through this safe, healthy, and sane—and still find a way to enjoy my job. Within the pharmacy, we did everything we could to ensure our own safety as well as our patients and to still be a pillar of support in the community. 

I think this was a comfort to our patients and hopefully eased some of their anxiety. It was important for them to see our resolve and commitment. At this point I feel it has become a test of stamina. We are all weary of this pandemic. so we need to remind ourselves to be understanding, forgiving, compassionate, hang in there, and continue to find reasons to smile.