In the realm of healthcare heroes, Monica Miller, RxOM, CPhT, stands out as a true pharmacy technician champion. 

Miller’s path in pharmacy began at the age of 18, and her initial part-time job at a grocery store evolved into a lifelong career. Miller’s experience has been diverse: She’s worked in retail pharmacy, hospital, and home infusion pharmacy, where she handled tasks such as preparing home antibiotics and complex IV treatments, including stringent compounding. She is now the pharmacy operations manager at Walgreens #9030 in Ridgecrest, California.

In her current role, Miller ensures her pharmacy runs like a well-oiled machine. She oversees daily workflows, addresses customer concerns and healthcare provider inquiries, and manages the intricate operations of the pharmacy. Her personal connection with regular customers goes above and beyond, as she often remembers not only their names but also their pets’ names.

Miller’s professional journey didn’t stop with her certified pharmacy technician education; she’s continuously engaged in self-improvement. She holds certifications in both sterile and non-sterile compounding, and she’s currently working toward obtaining a Medication Therapy Management (MTM) certification. This certification aligns with her commitment to patient well-being, as it enables her to provide essential medication reconciliation services and help patients optimize their medication regimens.

“Without a doubt, the most rewarding aspect of my job is the patients,” Miller says. “Many of them appreciate the extra effort we put in to help them. Whether it’s finding cost-effective alternatives, advocating for them with their doctors, or just offering a friendly face and a smile, it’s incredibly fulfilling to make a positive difference in their lives.”

Saving patients money on their prescriptions is one of Miller’s key missions. Her “coupon queen” reputation at work reflects her unwavering dedication to finding discounts and savings for her patients. She understands the complexities patients face when coming to the pharmacy, particularly those without insurance, so she diligently works to secure the best prices for their medications—even if it means taking the time to find multiple discounts. 

She emphasizes how these cards benefit those without insurance, as well as travelers who may require medication away from home. “Many insurance plans don’t cover out-of-state expenses, and if they do, the copays can be exorbitant,” she explains. “I once helped someone reduce the cost of Januvia from $600 to just $25 by finding a coupon. Many people aren’t aware of such resources.” 

Her dedication extends beyond the pharmacy’s walls, as Miller actively engages with Almost Eden, a local animal rescue organization, to help dogs and other pets access necessary medications at more affordable prices.

For Miller, the ultimate reward in her job comes from her patients. She takes immense pride in the impact she makes on their lives, whether it’s by finding cost-effective alternatives, advocating for them with their doctors, or simply being a friendly face with a warm smile. 

For her outstanding commitment to patients, Miller was named a 2023 Best of the Best Pharmacy Award winner. In the following interview, she speaks about her motivation to go above and beyond for her patients.

Tell us about your pharmacy experience.

I first worked at a grocery store when I was about 15 or 16, but I’ve been a tech since I was 18 years old. I had a friend who worked in the field, and she recruited me for part-time work. I ended up liking it and pursuing it further.

I have always enjoyed helping people manage their medications, not just with medication adherence but also by keeping track of patients’ prescriptions and assisting family and friends with their pills. That’s why I chose to pursue a career in pharmacy.

I worked retail when I first started. Then, I left retail after seven or eight years and went to work in a hospital to learn IV compounding. After that, I began working at a home infusion pharmacy where we made a bunch of different medicines with very strict compounding. And now I’m the operations manager at Walgreens.

What is an average day at your pharmacy?

My typical day is quite busy. I serve as the pharmacy operations manager, which means I’m responsible for ensuring that everything runs smoothly. I oversee the workflow, make sure daily tasks are completed, and handle any customer or doctor’s office issues that arise. While doing all that, I try to develop personal connections with customers—which I have done with many of our regular customers.

As the operations manager, I’m still hands-on with all the patients and not sitting somewhere in an office. I’m constantly there, still doing the same work anybody else does, but I make sure that we’re managing everything properly and that everything is getting done. And if somebody needs extra training on how to do something, I am able to help them.

Do you think people know what pharmacy technicians do?

I wish people understood that being a pharmacy technician involves much more than just putting labels on medication bottles. There’s a significant amount of work, including calculations, knowledge of rejection codes, and attention to detail. It’s not as simple as entering information and sending it off to the insurance company.

What is one way you try to help every patient?

Everyone at work calls me the “coupon queen” because I’m always looking for discounts and savings. If someone is in a tough situation, like being without insurance, I’ll use multiple discounts to try and find the lowest price for them, even if it means running the prescription through multiple times.

What drives you to go the extra mile?

Knowing that I’ve made a meaningful difference in someone’s life is what motivates me. Over the years, I’ve had patients bring treats and cards to the pharmacy to express their gratitude. These gestures remind me that the extra effort is worth it. It’s the little things that make your job worth it. No matter what someone is going through, a positive interaction can brighten their day, and I’m committed to delivering that experience.

Can you share a time you went above and beyond for a patient?

Ridgecrest is a small town, and most hospitals are two hours away. A patient who was being discharged from one kept calling us from the moment they headed home after surgery. They wanted to check if their prescriptions had arrived because they needed them that night. They had contacted the doctor several times, but we hadn’t received anything at the pharmacy. About an hour before closing, I decided to call the doctor myself and managed to secure the prescription. When the patient arrived after closing, we rang them up so they wouldn’t have to go without their medication that night. They were very appreciative.

What motivates you to expand your knowledge in pharmacy?

I would say the patients. I’m always looking for a way to make things easier for them or just help with their copays. I’m not a pharmacist, but if there’s a new medication available to patients, I like to know how it works. And I’m always telling them to research manufacturer’s coupons. A lot of people don’t know that there are saving resources out there, so it’s always nice to make sure they don’t have questions for the pharmacist or that they understand everything they’re getting.

What does winning this award mean to you?

I’m still very surprised by it, but I’m also very excited because I’ve always been customer service-oriented. Even if it means having to go to lunch late or skipping something to make sure that a customer gets what they need, I absolutely do it.