Matthew Hershberger, Pharm.D., won Best Pharmacist for Service for his exceptional commitment to patient health using empathy and education. He’s in a high volume store, and yet he takes the time to hear what his patients need and educate them—no matter how busy he gets. By explaining medications and making people comfortable, he’s improving their health care and helping them feel better. Being able to provide that personal experience all while juggling phone calls, immunizations, and more, shows his dedication to service.

The Ohio-based pharmacist speaks with us here about what his typical day looks like and what drives him to serve his customers so well.

Why did you become a pharmacist?

I always wanted to go into a field where I could help people. Health care was always a number one career choice, but I knew I didn’t want to be a nurse or a doctor. We had to do a career project in high school: I did mine on pharmacy and my twin brother did his on physical therapy. I got the in-depth details of both, and I liked the pharmacy aspect. The math and the science of it appealed more than the muscles and the bones. After that, I decided to pursue a pharmacy degree. My brother decided to become a physical therapist. We were the first two in our immediate family to go to college.

What is a typical day like for you in the pharmacy?

There’s never a day that’s exactly the same. Every day is a little bit different. The general structure of the shift is similar, but questions are always different. I like that because I get to research the questions people have, and it helps keep me up to date on different drugs. Then, if I get that question again, I know the answer.

The whole reason I went into pharmacy is to help people. It’s in my nature to go above and beyond.

I work in a higher volume store, so there is a lot of juggling phone calls, patient counseling questions, and immunizations—but it keeps it exciting. There are a lot of phone calls that go on behind the scenes that patients may not even realize we are making. For example, if the directions are wrong or a prescription is ridiculously expensive, we will call the doctor’s office and get it changed for them before they even show up. 

How do you go above and beyond for your customers?

I always try to say hi to everyone who comes in and have a little conversation. If you get to know people, it helps them feel more comfortable with you. Then, if they are having an issue, you have a deeper understanding of what’s happening with them personally.

The patient’s best interest is always first. Even if I have to put something else aside for a second, it’s worth it. The conversations don’t have to be super long. Just giving them the main details of a prescription, giving the drug information sheets, and having them review it makes a difference. Or, sometimes it’s showing a patient how to use a glucose meter in the store when I can see from their facial expressions that they don’t understand. I don’t want patients to go home feeling confused and overwhelmed.

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

I like being accessible to patients and that people trust us in the pharmacy. People who are coming into the pharmacy are usually not healthy. Understanding that they are having a problem, then listening, being empathetic, and showing compassion can help to solve their issues.

It makes me feel good that I’m helping people.

The whole reason I went into pharmacy is to help people. It’s in my nature to go above and beyond. Even when we’re super busy, I always try to meet or exceed whatever goals the pharmacy chain sets for us. I’m someone who doesn’t like to do the average, or the bare minimum. 

What should customers know about saving money on prescriptions?

There are other options besides insurance that might be cheaper. There are alternatives to drugs that may be less expensive. Patients don’t have to always go with the first thing that’s prescribed.

Prescription savings cards let patients see the prices for different pharmacies before they even go so they have an idea of what they’re going to be paying if they use one of those cards, rather than insurance. Patients might expect one thing from their insurance based on the drug tier, but they get there and it’s not the same due to a deductible or the Medicare donut hole. The biggest thing that patients should know is that they can shop around for the best price.

What’s the most rewarding part of your job?

It’s when I counsel patients on a medication that they are hesitant about. Then, when I see them weeks later after I’ve calmed their nerves and I get to see how they’re improving. Or, when I give an over-the-counter recommendation that works for the patient and that patient comes back in and says, “Hey, that actually really worked and I’m feeling much better now.” Seeing the impact of what I recommended work out is the most rewarding thing.

What does this nomination mean to you?

I’m thankful that people notice that I actually care about their well-being and want to help them. It’s nice to know that my efforts aren’t going unnoticed. Even if they did go unnoticed, I would still do what I’m doing now because it makes me feel good that I’m helping people.