Michele Lennox, Pharm.D., won the 2021 Lifetime Achievement Award for her longtime dedication to CVS. She has served her customers there for 30 years—and counting! On top of that she started AdvisoRx Consulting to provide counsel to assisted living facilities and skilled nursing facilities in the Tampa Bay area. Her dedication to her vocation is exemplified by the many awards she’s won throughout the course of her career.

Why did you decide to become a pharmacist?

I’m from a small town outside of Philadelphia, and there was a small pharmacy there that everybody loved. After school I would go there to pick up candy before heading home, and I always ended up talking to the pharmacist. Everybody in town called him “Doc,” and he was very nice. He greeted everyone and was well-respected. He made me want to explore pharmacy career options. At that time, I didn’t know I was going to be a pharmacist. I volunteered at our local hospital. I worked in the emergency room. I looked at being a dietitian. I looked into doing lab work, and I ended up with pharmacy. It was quite interesting to see all those pills and to learn how they all worked. I loved it.

What’s your favorite part of pharmacy?

I genuinely like customer service, and I really do like the customer interaction. Every day is the same, but it’s different because you interact with different people. There are different problems and different questions. It’s exciting to be a part of people’s lives. When I was in Philadelphia, I was in the same store for about 13 years and I knew three generations of people. I knew their grandparents, I knew the children, and then I got to know the grandchildren. It was pretty fun to see how over time they have grown up and to be a part of that. It’s the same way here in Florida.

I look at my customers like family, and try to help them the same way I would a relative.

How do you go above and beyond for your customers?

There are lots of different needs in a pharmacy. It’s all about learning to listen to your customer and doing what they need. Sometimes that’s helping with coupons or a discount card that’s better than your copay. Other times it’s learning about side effects the customer is experiencing and offering to call the healthcare provider to change the prescription. I look at my customers like family, and try to help them the same way I would a relative. I try to give personalized service so they feel that they’re wanted and want to come back. I think that that shows through because I have a very loyal customer base.

What should customers know about saving money on their prescriptions?

I’m so glad that SingleCare and other discounts are out there, I can’t tell you how many times they have made me a hero when a patient wasn’t going to be able to afford the medication otherwise. Customers should understand that they can ask questions when they come to the pharmacy. For example, What is the best price? Is there a cheaper alternative? It’s that relationship between the pharmacist and the customer that’s important, so they can trust you to be able to help give them advice on things like that.

What do you do as a pharmacist for your community?

I try to go out of my way to help the homeless population with mental health conditions. Sometimes the local funds that help pay for medications won’t cover some of the more expensive psychiatric medications. That is heartbreaking because it can create a vicious cycle. They are released from the hospital, are doing well, but then aren’t adherent—they stop taking their medication—because they can’t afford it. Then, they have a psychiatric break and end up back in the hospital. I work to get these medications paid for and partner in their care. There are many good groups out there volunteering and helping with this issue. I connect with them and strive to help them any way I can.

Tell us about your work with pharmacy students.

I have a lot of interns who go through my store, usually pharmacy students from either the University of Florida or the University of South Florida. I get to be a mentor to them. I help them learn the importance of research, and they keep me up to date on the current information they find. For example, a woman came in just two days ago with a yellow dye #5 allergy. She was having a hard time finding birth control that doesn’t contain it. My intern did some research and he presented me with options she could take and some options that she shouldn’t take. It’s a good learning lesson, education for my students, but also it helps me better serve my customers.

I love what I do. I go in every day, and I know that I’m going to help somebody.

I tell students: You’re not always going to know the answer, but you have to know where to look it up. When people come up to us and ask questions, even though I have a lot of experience, I don’t know everything. I just have to know where to find the solution.

What’s the most rewarding part of your job?

I love what I do. I go in every day, and I know that I’m going to help somebody. The customer feedback—that’s what drives me. Seeing my customers happy, when they come back to the pharmacy, that’s nice. And that’s what I go in for: Knowing that I can help somebody and help make a difference.

Do you have a moment you’re especially proud of in your career?

I started my own consulting business, AdvisoRx, where I consult at assisted living facilities and skilled nursing facilities in the Tampa Bay area. As a consultant, I became board certified in geriatrics. I’m pretty proud of that. Graduating with my Pharm.D. from the University of Florida was an exciting moment. I’ve had so many milestones in my career. I’m celebrating 35 years this year with CVS.

What does this nomination mean to you?

It’s an honor and a privilege to even be considered for this. There are so many great pharmacists that are out there. To be picked as one, I’m utterly speechless.