The important role of a pharmacy technician often goes unnoticed, yet it’s a position that can profoundly impact countless individuals. 

“Every pharmacy technician deserves recognition; it is a hard job,” says Sally Lucero, CPhT, a lead pharmacy technician at Fry’s #115 in Mesa, Arizona. For Lucero, the satisfaction of helping patients keeps her motivated. “I keep cards with messages of thanks taped up on the back counter of the pharmacy as a daily reminder of the positive impact we can have on people’s lives,” she says. “It’s heartwarming to know we made a difference.”

Lucero has spent her entire 22-year pharmacy career at the same Fry’s location in Mesa, where she has developed deep-rooted relationships with both patients and colleagues. Initially content as a pharmacy cashier, she later realized there was much more to explore in the field. Lucero took the initiative to apply for her training license and stepped into a more substantial role within the pharmacy. Her story emphasizes that becoming a pharmacy technician isn’t just a job—it’s a career with continuous learning and development opportunities.

Video by Andrew Keil; produced by Deep Dive Films

While Lucero’s journey is inspiring, it’s her dedication to patient care and the well-being of her community that shines through. Her stories of going above and beyond to secure urgent medications and coordinate complex prescription transfers demonstrate her unwavering commitment to her patients and earned her the nickname “insurance queen” from her colleagues.

One recent incident involved a patient who urgently needed insulin but her doctor hadn’t yet called in the prescription. “She had run out of insulin and was concerned about her rising blood sugar,” Lucero says. Despite the patient’s best efforts to get the doctor to authorize the prescription, it wasn’t happening. Lucero personally called the provider and got the authorization. However, the pharmacy didn’t have the correct insulin in stock, so Lucero placed a special order that arrived the next day. 

“She was grateful because her insurance limited her options, and other pharmacies either didn’t have it or couldn’t fill it for various reasons,” Lucero explains. “A few days later, she came in with a card expressing her gratitude, saying I had saved her life, which touched me deeply.”

For Lucero, maintaining a positive, can-do attitude is crucial, as it not only impacts her colleagues but also the customers who rely on her services. In challenging moments, she and her colleagues find solace in communication and, sometimes, chocolate ice cream. 

Here, we spoke with Lucero about her 22-year career as a pharmacy technician at Fry’s. She reveals what led her to this career path, how she educates patients, and what motivates her day after day.

How did you get your start in pharmacy?

When I graduated from high school, my mom told me there was a cashier opening at Fry’s down the street from our house. I worked in that role for nearly two years. Then, one day, they were short-handed in the pharmacy, and I pitched in at the cash register. The following day, they asked if I would continue working in the pharmacy for a tech who would be out for a while. I accepted, and I’ve been there ever since.

Initially, I was content being a cashier in the pharmacy, but I realized there was so much more to learn about the field. At that time, there wasn’t any formal training program other than on-the-job training, so I applied for my training license. Eventually, I took my state board test and became certified. I became a lead tech about five years later, and I’ve been in that role ever since. Now, I help train other technicians and pharmacy interns who will go on to become pharmacists at Fry’s.

What do you enjoy most about your job as a pharmacy technician?

I like working with the public—retail has its good days and bad days, but I like being in the pharmacy and gaining knowledge about medications and vaccines. I learn something new all the time, and there’s always something to look forward to. I really do enjoy helping patients feel better. 

Can you share an example of a time you helped a customer feel better? 

One of our customers was traveling out of town and was worried about transferring his medications to his destination. Luckily, we have sister stores where he was going, so I coordinated the transfer of his 15 prescriptions and told him not to worry. His daughter was having brain surgery—which is why he was traveling—so he had enough to worry about. A month or two later he came in to bring me a plant and to tell me his daughter was doing well and that I had made his life easier during that challenging time.

What do you do to empathize with your patients?

Our motto at work is, “Feed the human spirit.” With patients, you never know what they’re going through. You don’t know their story, and they’re there to get help to feel better.

What are some ways you help customers when it comes to savings?

We recently had some insurance changes, which left some patients disappointed—but we explain that using discount cards allows them to stay with us at Fry’s without experiencing higher copays. Some people are at the point where they either pay for food, gas, or their medicine. But with these discount cards, at least they have another option. 

Just the other day, I had a customer who had a prescription for Nurtec, a migraine medication. She had just come from the hospital and was having a really bad migraine. She needed the medicine, but her insurance wanted a prior authorization first. Because the prescription came from a hospital doctor, it was unlikely she was going to get the prior authorization submitted that day—or even the next day. 

She was ready to pay the full price (around $1,000) because she was desperate, but I told her that I could try a discount card. We put one in and it came down to $400. She was really grateful. 

What is the most rewarding part of your job?

My patients. If I make their life easier, that’s the best. I treat every customer as if they were my own family and how I would want to be treated. If I can help in any way, shape, or form, I will