How long have you been a pharmacy technician?

I’ve been a pharmacy technician at H-E-B for almost 28 years, my entire career. They take care of me.

Why did you become a pharmacy technician?

I like to help people. I like to care for people. Making sure customers get the medication they need to stay healthy is my priority.

What does a day at work look like for you?

Pharmacy technicians have to have 10 arms. We’re multitasking all the time. We are on the phone with patients. We talk to doctors. We wait on customers—all while making sure the prescription is done correctly. It’s everything at once. It can be overwhelming, but we always get it done.

If patients haven’t come in to pick up their prescriptions, and they are two or three weeks late, I call them to check in. I’m like, “Why aren’t you taking your medicine? You’re supposed to be taking this prescription. You’re not taking it the way you’re supposed to.” My patients know they’re going to get a lecture from me if they’re not following their medication schedule. 

If it’s because it’s too expensive, I’ll call the doctor to switch it out with a cheaper, equivalent medication. Or, I’ll help them find a coupon. People cry when a prescription is more than they afford, and I’m able to help reduce the price. Lantus, the diabetes medication, can cost $300 or $400. Vyvanse, an ADHD medication, can cost $200 or $300. When we can get the price down to a $0 copay, they are so thankful. We go that extra mile at my store. We just tell them, “This is what we’re here to do. We’re here to help you.”

What drives you to go above and beyond for your customers?

My dad had multiple sclerosis when I was growing up. It was hard for my mom to find the time to get to the pharmacy, and he needed a lot of medications. Because of that, I always tell my staff—I call them my kids—”Whoever’s waiting in the lobby, get them out fast. They may only have 15 or 20 minutes to leave their loved one at home while they pick up the medication, so you don’t want to keep them waiting. You get them out as soon as you can because you don’t know their situation.” I always say, “Put yourself in their shoes. You don’t know when you’ll be in the same spot the customer is.”

I believe that’s the way it’s supposed to be. It’s not just business—you have to care for your patients. You have to make sure they’re taken care of, make sure they’re taking their medication and they are loving and caring with us in return. I make sure that my patients leave with everything they need to go home and take care of themselves or their loved ones.

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

There’s one customer I always remember. Our store is near Driscoll’s Children’s Hospital. She had just given birth via a C-section and she walked from the hospital to the store to pick up her medication. She was in tears because she was hurting so much from the trip. I just knew she needed a helping hand. 

I told my pharmacist that I was going to take a break. I drove her back to the hospital in my car and gave her some money to eat—along with some information on the Ronald McDonald House Charities if she needed a place to stay. Now, sometimes if nurses can’t pick up medications, we’ll deliver them to the hospital. It’s important to pay it forward when you can. It rubs off on everyone else.

More recently, with COVID-19 going on, a lot of people are hurting financially. A woman called and said, “I can’t afford my blood pressure medication. Can you hold onto it until I can?” I just said, “You know what? Just come by and pick it up.” I paid for it and told her to take the medication and go.

What does this award mean to you?

I’m not the type of person who’s looking for recognition. I feel like I’m just doing what I’m supposed to do. It’s my job. Everyone should be doing this. I guess that’s just me!