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Script Your Future

Podcast de An Independent Community Pharmacy Podcast By NCPA Foundation

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Script Your Future brings you inspiring stories from the frontlines of independent community pharmacy. Each episode features conversations with passionate pharmacists, innovative pharmacy students, and industry leaders who are shaping the future of community healthcare. Hosted by the NCPA Foundation, this podcast explores the journeys, challenges, and triumphs of those dedicated to advancing independent pharmacy practice. From students discovering their calling to established owners revolutionizing patient care, we dive deep into the personal experiences that make community pharmacy such a vital and rewarding profession. Whether you're a pharmacy student contemplating your career path, a practicing pharmacist considering ownership, or simply interested in healthcare innovation at the community level, Script Your Future offers valuable insights, practical advice, and inspiring visions of what independent community pharmacy can be. Join us as we explore how independent pharmacists are creating more accessible healthcare in their communities, adapting to industry changes, balancing professional and personal responsibilities, and crafting innovative business models that put patients first. Subscribe to "Script Your Future" and be part of the conversation about the evolving role of independent community pharmacies as essential, accessible healthcare providers making a difference in communities across the nation. *New episodes released monthly. Presented by the NCPA Foundation.* ncpafoundation.substack.com

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13 episodios

episode Natalie Novak on Rural Roots and Innovative Pharmacy Practices artwork

Natalie Novak on Rural Roots and Innovative Pharmacy Practices

Introduction In this episode of Script Your Future, host Sonja Pagniano interviews Natalie Novak, PharmD, a clinical pharmacist at Bryant Family Pharmacy who earned her doctorate at Mercer University in May 2024 and relocated from Georgia to Arkansas for a community pharmacy residency. Natalie shares how growing up on a 3,000-acre ranch in rural Northern Colorado shaped her work ethic and sparked an early interest in medications, leading her to pharmacy after working as a technician in a small-town chain. She explains why she chose independent pharmacy and a community residency for hands-on service development, teaching, and research—especially leveraging Arkansas’s broader pharmacist prescribing protocols. Natalie discusses NCPA Foundation support, including the Ownership Workshop Scholarship and the Neil Pruitt Senior Memorial Scholarship, how business-plan and ownership training shaped her view of entrepreneurship, and how networking through NCPA influenced her career. She highlights patient impact through naloxone access, medication packaging support, and her focus on rural pharmacy as an accessible healthcare hub, and encourages students to stay open-minded, get involved early, and pursue community practice without bias. Interview Sonja: Welcome to a new episode of Script Your Future podcast. Today we have Natalie Novak [https://www.linkedin.com/in/natalie-c-morton/], clinical Pharmacist at Bryant Family Pharmacy [https://bryantfamilyrx.com/]. Natalie grew up on a ranch in the mountains of Northern Colorado and she earned her doctorate of pharmacy from Mercer University in Atlanta, Georgia, in May 2024, before she relocated to Arkansas to complete her residency at Bryant Family Pharmacy, which I think she recently completed. We’re very excited to hear more about that in a minute. She’s a pharmacist who is dedicated to enhancing patient care and advocating for the profession, while inspiring future pharmacists to do the same. We’re so excited to have her on the podcast. Welcome, Natalie. Natalie: Awesome. Thank you so much, Sonja. I’m excited to be here. Sonja: Awesome. Tell us what initially drew you to the residency at Bryant Pharmacy. Natalie: Yeah, absolutely. I think during pharmacy school, through my involvement with NCPA [https://ncpa.org/], I truly developed this deep love for independent pharmacy. I was learning about all these unique and innovative things that were happening in the world of independent pharmacy, and I really wanted a good hands-on experience at what that looks like and what’s possible out there. I decided I wanted to do residency in order to get a better background with some teaching experience and research and really get an opportunity to kind of try and implement some services and really get that hands-on experience. I was drawn to specifically the state of Arkansas, one to get a little bit closer to family, but also, I was drawn to Arkansas’s wider scope of practice. So, coming from Georgia to Arkansas, we have quite a few statewide protocols here in the state of Arkansas that really opened the doors for pharmacist prescribing. I was really excited for that and the opportunity to take those and make them into projects for myself during residency year. Sonja: Pharmacist prescribing is huge. I know that’s like a big topic even this year of more and more states maybe looking to expand that or get it started. Tell us a little bit about that journey you took from your family’s ranch back in Colorado all the way to now practicing as a pharmacist in Arkansas…What was it like growing up on a ranch out there in northern Colorado? How did maybe some of those experiences shape your values and your work ethic, and what sparked that interest in pharmacy? Natalie: I got that hometown ski town experience, but also, we had a 3,000-acre family ranch about 30 minutes outside of town. I really got that experience of what it’s like to live in a rural community, which is really where my roots are. Even though I don’t consider where I live right now rural, I think, especially after you’ve grown up there…I’m still feeling very passionate about those people that live in rural communities and giving them access to care. So, grew up raising livestock and in 4-H and FFA, showing horses, developed a really strong love for leadership. Kind of translated into pharmacy school, leading our NCPA chapter as well. Really fell in love with the work ethic that it takes to raise animals out on a ranch. I mean, day in, day out, just because it’s raining outside, they still need to be fed. So I think that hard work and discipline, perseverance, are some lessons that I learned growing up in that kind of environment. The closest pharmacy to my hometown was 30 minutes away. The closest grocery store, the closest mall was two hours away. So I really grew up feeling that rural community. And so learned a lot through that journey. My journey to pharmacy school really started with animals. I fell in love with raising horses and market lambs and all that fun stuff. And yeah, in the 4-H project you learn a lot about the anatomy of a horse. And my horses were on a lot of medications, so I learned all about the medicine. Sonja: You probably learned all kinds of things about veterinary care related to that. Natalie: Yeah, absolutely. And my mom would get this giant stock bottle of ranitidine and we would crush it with a pill grinder — a coffee grinder in our garage — like we were compounding before I even knew what that was. So I always was interested in some kind of science. I knew I wanted to be in a science field some way, shape or form. That’s kind of how it started. I think I realized maybe the emotional side of animals, the emotional attachment would’ve been a little hard for me. So I was like, well, maybe I could be a people doctor. Like, let’s look into medicine. So when I entered undergrad, I went to West Texas A&M University, outside of Amarillo, Texas. Went there to ride horses. But I also really enjoyed the college down there. Just kind of majored in a general major, aiming to go to some sort of professional school. I wasn’t sure exactly what that would look like. And then I was looking like, you know, if I wanted to go to med school, I need this hands-on patient care experience. None of that really appealed to me. So I ended up getting a job at a retail chain pharmacy in my college hometown as a pharmacy technician. And that really opened my eyes to what pharmacists can do. Especially, my college town was pretty rural too. So I was able to really see that small town pharmacy vibe, even though it was a chain — got to learn the ins and outs of what pharmacy looks like, what pharmacists do. And I just kind of fell in love with it and thought, you know, this is something that I could do for the rest of my life. So that’s how I found pharmacy. Sonja: Wow, that’s so cool. So it really was quite the journey from crushing pills for your horse’s medicine to getting that first job in pharmacy to really open your eyes to the profession itself. Natalie: Yeah, absolutely. Sonja: Why independent community pharmacy specifically as opposed to like a chain or hospital pharmacy? What ended up getting you to that? Is it those local rural roots you had and wanting to make sure you’re as close to community as possible? Or was there something else? Natalie: Yeah, I think that’s a big part of it. When I went into pharmacy school, I really didn’t know which path I was gonna take. I went in with a very open mind, joined a lot of different organizations, really ended up resonating with NCPA and finding myself in a position of leadership within that organization at our local chapter. And from there I just kind of took that and ran with it. I think independent pharmacy, there’s so much flexibility to try new things. The pharmacy I currently work at is such a high volume — a uniquely high volume independent. We have a huge patient population, so I have the ability to kind of test and try out different things without that overhead of a corporation. And also the small town feel — I know all of my patients by name for the most part. So I think independents are just really uniquely positioned in the field to do innovative things and really test the waters and advance the profession. Sonja: Absolutely. So when you were first kind of choosing that professional school, why did you end up choosing Mercer? Natalie: So, tale as old as time. I met my husband in undergrad. He ended up getting a job out in Georgia right out of school. And so I followed him to Georgia. Was looking for pharmacy schools out there, applied to a few different schools. I ultimately chose Mercer just because I really love the smaller feel of the campus. Smaller private school — wasn’t as big as these huge campuses that I was touring. So, really loved that. And then everyone was so personable, and I felt like there were a lot of opportunities for growth for me, with rotation sites in the area. I also loved that Georgia has a really strong state association as well. The ability to get involved in lots of different great practice sites in the Atlanta area. So it was just a good fit all around for me. Sonja: I’ve definitely heard a lot of good things. I know they have a lot of opportunities for pharmacy students to kind of get their feet wet with the different aspects, not just of independent community pharmacy, but also other aspects of the profession too. Natalie: Absolutely. Sonja: So I know some people are really hooked on hospital experience for clinical. Can you talk a little bit more about why choosing a community pharmacy residency might be better than a hospital experience? Natalie: Absolutely. I think I knew from my first rotation at a hospital — in my first inpatient APPE rotation — I knew a hospital wasn’t really for me. I really loved the deeper thinking and how pharmacists were really involved in the care team from the clinical aspect. I think the environment wasn’t it for me. I loved the longitudinal relationships with our patients that we get to build in the community setting. Utmost respect for all of our hospital pharmacists. I think as far as residency goes, a lot of people don’t know that community pharmacy residencies are even possible. They don’t talk about them a lot in pharmacy school. But I say to all my students that are looking to further their education but not necessarily in a hospital setting that a community residency is a really good option…’cause I was able to get that teaching and that research experience, but also that experience in a community pharmacy setting. And there’s a wide variety of sites, you know, from chain pharmacies to independents to outpatient community pharmacies. Just a really great way to expand your knowledge and skillset, if the hospital may not be for you. Sonja: So that’s really helpful context. Thank you. So you ended up at Bryant Pharmacy? And you talked a little bit about kind of like why you really like the residency program there. Can you touch more on how you chose that specific pharmacy? Natalie: Yeah, so during my fourth year I was researching residency sites, probably early on in my fourth year. I had a few criteria I was looking for in a site. I wanted them to be an independent pharmacy — that was obvious for me. I wanted them to be a member of the local or the state CPSN chapter. So Bryant Family Pharmacy is an Arkansas CPESN pharmacy [https://cpesn.com/networks/arkansas]. So I love that. And then I think during the interview process, what really drew me here is the flexibility for trial and error. The owner and site coordinator of our pharmacy pretty much lets the resident take their passion project and implement it. He’ll provide the resources for it. Whatever you wanna do, let’s try it. If it fails, you know, that’s okay. Let’s assess why that failure happened and maybe try again, or pick something different, go down a different route. In my case, I was lucky that what I wanted to implement was very successful and I just took it and ran with it and explored different ways to take that appointment-based model and really expand it further. So I just really enjoyed — especially since we’re a high-volume store so there’s a lot of opportunity for the resident to get involved in all aspects of workflow. But also we’re very separated from workflow too, where I can spend time in the office developing ideas and services and things like that. The resident is only checking prescriptions on the bench one day a week, and the rest of the time is completely dedicated to service development and teaching. Sonja: That’s incredible. I love that. What an awesome experience for you and how awesome for Bryant to put that together for students, especially when you’re trying to innovate and implement all of these cool things you’re learning. That’s such a good experience to be able to actually do it. Natalie: Yeah, absolutely. It’s very cool. Sonja: So you received the NCPA Pharmacist Mutual Ownership Workshop Scholarship [https://www.ncpafoundation.org/pharmacy-ownership-workshop-scholarship/] from the Foundation back in 2023, and you were able to attend the workshop. I’m very curious — what did it mean to you to have a program like that be more accessible at that time, and what were maybe some of your expectations going into it versus what you ended up actually experiencing? Natalie: Yeah, that was such a great experience for me as a student. I was able to attend the workshop in Charlotte, pretty close to pharmacy school for me, and I just think it’s an invaluable resource for students. I was so grateful to have the opportunity to go and do that. Especially to just kind of get your feet wet in the field of ownership….’cause I feel like as a student, ownership seems like this milestone that’s almost impossible to reach. And it just seems like something that’s so far out of reach you don’t even know where to start. So I was really excited to be able to go. I was working on our business plan for our NCPA chapter at the time as well, and so I was excited to go and just gain more knowledge. Both to help with the business plan [https://ncpa.org/business-plan-competition], but also to look at — okay, do I wanna be an owner in the future? Is this something I’m interested in? If it is, I’m a lifelong learner, I just wanna absorb as much information as possible. So I really had no idea what to expect going into the ownership workshop. I was nervous, of course, because you’re in this room full of people that are current owners, but also aspiring owners that have been pharmacists way longer. I mean, I hadn’t even been a pharmacist at that point. So, I think the experience itself — I was just overwhelmed with information, I think in a good way. It was so comprehensive. Just walked through all the elements of ownership and things that I mean I had never even thought about when it comes to site selection for a pharmacy or financials or any of the legal elements. There’s so much of the background that goes into it that you don’t learn in pharmacy school. Sonja: So that experience was just incredible for me. No, and I hear that a lot. It’s like the whole drinking from the fire hose analogy. So much. And that’s why some people go and they do it multiple times — ‘cause they say every time they get something different out of it, and every time they’re at a different phase of that journey towards owning a pharmacy. Do you remember some of the sessions you had? What was maybe the most valuable session from that at the time that you experienced it? Maybe a memorable speaker that you could share with our audience? Natalie: I loved Gabe Trahans’s talk — I’m not sure if I said his last name right — on the over-the-counter and the front end section of the pharmacy. That was an area I hadn’t had much experience in, but had a lot of emphasis in pharmacy school on over-the-counters. Was excited to learn more about the merchandising side of that, ‘cause I had no experience in marketing, sales, anything like that. I think marketing presentations were also really valuable. And then the legal, the law — there’s just so much that goes into it. I was mind blown at all the things you need to think about when owning a business. Sonja: So did you make any connections there that you’ve still maintained since? Natalie: Yeah, absolutely. I think most of my connections that I’ve maintained have been with other students from other NCPA chapters. So there were some students from the University of Georgia that were there. We built really great relationships with them. Other leaders in pharmacy practice like Jonathan Mark West and people like that, that kind of served as mentors to me throughout my years in pharmacy school. Got to see them at the conference or at the ownership workshop and really reinforce those relationships, and we’re still in contact today. Sonja: Excellent. That’s really great to hear. So have you applied what you learned from that workshop since then, like at Bryant Pharmacy or anywhere else in between? Natalie: Absolutely. I’m so involved in the world of clinical service development. I don’t see as much of the ownership background, but when I’m developing a service, I am looking at financials and gross profit, what that looks like. And so having that financial background — and what really makes a service sustainable and then contributes to the business as a whole — was really good context to have coming into residency. Natalie: And then one thing — I do a lot of marketing right now. I attempt to run our social media platform. I mean, a lot of developing services and getting people to come to the pharmacy is in marketing. And it was something that’s probably the one thing I didn’t expect to utilize as much during residency, but also in my career — just trying to grow things and I need people to know that these things exist in order for them to come in and make my service successful. Sonja: So that’s great feedback… ‘cause you probably are like, okay, I know there’s a gap here. I know this needs filled, but now I need to convince people to actually access it and use it and do it. Natalie: Yeah, absolutely. And that was part of my research project as a resident as well — on barriers to implementation of oral contraceptive prescribing specifically. And pharmacists were telling me our patients just aren’t asking for these services. They just don’t know that we can do this. And so getting the word out there is really the biggest challenge, and it’s where I spend a lot of my time. Sonja: So you also received the Neil Pruitt Senior Memorial Scholarship [https://www.ncpafoundation.org/pruitt/]. That scholarship is awarded to a student with demonstrated leadership qualities, academic achievement, and an interest in independent community pharmacy entrepreneurism. What did that financial support enable for you during pharmacy school? And where are you on your journey right now towards entrepreneurship? Natalie: I think that scholarship was incredible to receive. I received it during my fourth year, so it really — those additional dollars, not only towards schooling, but enabled me to travel to explore different residency sites and look at what other pharmacies are doing, attend annual convention, things like that. So very invaluable contribution to my career with that scholarship. As far as entrepreneurship goes, I’m still exploring the potential of entrepreneurship. Like I said, that ownership seems like a mountain that just takes forever to climb. When I think back to when I first started residency, ownership was way more out of sight than maybe it is right now. So I think where I’m at kind of on that journey is — like I said — exploration, but potentially going in as a partner. It definitely seems like a more realistic goal for me now. And I think that scholarship really helped me explore different things in order to develop that. Sonja: Yeah, I think historically when we talked about ownership, we’ve always talked about like a true startup — like you’re building it from the ground up — but like in today’s day and age, it’s actually very, very possible to find someone to partner with. To get that first pharmacy going and then from there you can build new things much more easily once you’ve got that kind of framework and someone to lean on too. In terms of all of the things that can go wrong with pharmacy ownership, I know it can be a really daunting thing to look at. Feels much more attainable. And then so how have your leadership opportunities that you had as a student translated to your current work? Natalie: Yeah, absolutely. I was highly involved as a student both in NCPA, APhA, POLA, all of the above. I think my most valuable experiences came from my involvement in leadership in NCPA… not only through the conferences and things like that, but truly networking and being involved. That really gave me the most valuable opportunities. When I was applying for residency, I either knew every program director for the program I was applying to, or I knew someone who had a close relationship with them. So that networking really — those letters of recommendation, and being able to have your program director pick up the phone and call someone who knows you personally is really critical. Any kind of job opportunity, residency, things like that. I think networking was one of my big takeaways. And then I learned a lot through leading my NCPA chapter. We actually received the chapter of the year award, I think in 2024 as well. So all of that leadership experience also translates into — we have a 50-person staff here at the pharmacy. Not all 50 people at one time, but we have 50 people that work here. And that’s a lot to manage. So you have to be a leader day in, day out. All pharmacists have to act as managers, leaders when they’re on the bench. So all of that leadership experience really translates into day-to-day and getting buy-in from my technicians for new services. And it’s just really important and really valuable experience for me. Sonja: Well, yeah, and I would say all this experience you’re getting — if you did wanna pursue ownership in the future — that’s gonna be invaluable to you because you’ll already know how to lead essentially a pharmacy that you own. ‘Cause all the pharmacists essentially have ownership in the pharmacy that you’re working. Like, getting all of your techs to get on board for a new service — that is hard work. It’s really hard. So I do wanna hear a little bit about your business plan competition experience. I know it was a team thing that you were part of. I’m wondering though, what the experience is like on an individual level as part of a team. Kind of how did you guys split things up? How did you kind of go about it? Natalie: Absolutely. So I kind of led the project. Kind of developed; we developed the ideas together and kind of modeled it based on a pharmacy that I had done some rotations with and had a good relationship with in pharmacy school. Our team really divided it up based on our strengths. I find that’s something that I excel in — identifying, you know, oh, you’re a numbers guy, okay, you’d be great for the financials. You’re interested in social media, let’s tackle the marketing side. I like to write, so maybe let me tackle the vision and mission statement and some of the writing components. So we were really able to split it up that way. It was a great experience. Learning how to put together a balance sheet — all the financials that go into it — I still feel like I have more to learn there. It was crazy, but it was really fun. Really fun teamwork experience. Sonja: So were there any key lessons that came out of developing that plan? Natalie: That’s a great question. I think it gave me a lot of insight into ownership in the future — the ownership workshop combined with the business plan competition really showed me that some things may feel a little bit more attainable for me, but also like there’s a lot that goes into this that we don’t think about on a daily basis. So that was one of my big takeaways; I have a lot to learn. I also really just enjoyed getting to work with my team on that project — it was a lot of fun — and building close relationships with the pharmacy that we modeled our plan after as well. Really catapulted me forward and I’m still in connection with those people today as well. Sonja: Yeah, I would’ve never even thought about that…how, because you’re working so much on a specific pharmacy, you would then also develop that relationship. Yeah, absolutely. A great takeaway. So how did those three experiences — the scholarship for the ownership workshop, the Neil Pruitt Senior Scholarship, and the business plan — altogether shape your understanding of ownership? And you’re in this place now where you’re working at a pharmacy, you’re in charge of developing new services. How do you feel about ownership? Like, be for real. Do you feel good about it or do you still feel kind of like, ah, I don’t know might not be for me? Natalie: For sure. I think each of those elements — the scholarship and the workshop and the business plan — played a unique role in shaping my comprehensive view of what ownership really looks like. And then add in the residency experience as well. And I got to see some behind the scenes of what that looks like, and looking at service viability and things like that. So I think all of those experiences really work together to give me a good understanding. Honestly, I think it kind of scared me a little bit in the beginning because it’s this huge lofty goal. So I think I kind of took a step back from maybe wanting to go towards ownership just because there’s so much information to learn and I was just a 24-year-old pharmacy student who felt like I didn’t have it all figured out. Sonja: You feel like the sky’s the limit. You’re like, I can do this, I’ll do it right after I graduate! Natalie: Exactly. And then you look at all the things that go into it, you’re like, whoa, okay. Hold on a second. So I think I took a step back from maybe wanting to pursue ownership. But you know, following residency and seeing the way that the owner that I work for does things, I think put things into perspective for me and made it feel a little bit more attainable. But all that knowledge is not gone. Like I still have retained so much from those experiences that hopefully I can carry forward one day. Sonja: I think you’re just gonna keep building on it. I think every year in your pharmacist practice, you’re just gonna always be thinking of new, innovative things, implementing new things, dreaming up like, well, what if someday? Natalie: Yeah, for sure. I love that part of it. Sonja: So can you share an example maybe of a patient impact situation that you’ve had that’s really energized you in your pharmacist practice? Natalie: Absolutely. I think — oh man — there’s so many. I’ve had a lot of fun the past couple years developing services that I feel like have made a big impact on our patient population. I call it almost like primary care at the pharmacy. During my residency I dispensed about 500 boxes of Naloxone. Trained on those, developed medical billing mechanisms for billing for the time of not only assessing whether the patient is a good candidate for Naloxone — which everybody is in my opinion —but anyway, is the patient a good candidate for Naloxone, and then training them on how to use the product as well. So that was really impactful for me from a public health perspective to really expand access to Naloxone. I also — I feel like this next experience really showed me how important those relationships you’re building are with your patients. I had a patient’s daughter come in to the pharmacy and her mom had just passed away. She was managing her dad’s prescriptions and was just so overwhelmed…they were doing tapers on his seizure meds and there was just so much going on. And I was able to sit down with her, come up with a plan to get that taper packaged, to get all his medicines packaged and really make things easier on them. And when I had everything said and done prepared for her, was going through it with her at the register, she teared up. Just because it meant so much for someone to take a step in, show how much we care as healthcare providers for their wellbeing and the things that we can do to help make their lives easier. That was really pivotal for me in the middle of my residency when you’re tired and there’s so much going on — just little impact stories like that where you’re like, I’m really making a difference in these people’s lives. Sonja: Absolutely. You’ve given me those chills, you know, when you get to telling a story like that. So, what’s your perspective right now on rural pharmacy? Because I live in a town probably sort of like you do where everybody calls it rural ‘cause they live in a city, and it’s like, we’re not rural…people around us are rural. Natalie: Rural, absolutely. Sonja: Yeah. So what is your perspective on that? We’ve had so many pharmacies close in these communities. As a foundation, we just launched the Rural Pharmacy Ownership Accelerator. We really want more pharmacies open in these communities. We want more people like you, for example, going back to your communities and being able to open sustainable, viable pharmacies there. I’d love to hear kind of your perspective on it and how we can support this next generation pursuing ownership. Natalie: Yeah, absolutely. I think, especially in Arkansas, we hear so much about the maternal health crisis and opioid crisis. There’s so much going on in the world that pharmacists can really play a critical role with, and really be that — my vision for my services at my pharmacy is really this all-inclusive, all-encompassing healthcare hub. Like, you go to the pharmacy first for everything. You need to get a test, get your medication, things like that. And I think that is so valuable in rural communities. Where the closest healthcare provider may be a hundred miles away. And these people need care as well. And pharmacy can really be that more accessible access point for our patients. And I think the relationships that we build that are longitudinal really build that sense of trust, and being able to be that person that they come to first. I think it’s hard to establish pharmacies in rural areas. Even just finding people to work right can be difficult. But I think finding those people that are passionate about it from those rural areas is really critical — like what you guys are doing — and encouraging them to take the path of ownership. I think we hear so many negative things lately about pharmacies closing and the challenges that we’re facing. But I think it’s also important to acknowledge the positives of what we get to do day in, day out, and the freedom of… I get to design my business the way I want it to be. And my services are unique from the pharmacy down the road. And I have control over that. So I think that’s really important for people to understand and for students to hear as well. I think there’s a lot of underrepresentation of community pharmacy in academic settings. Sonja: Absolutely. Yeah. We really need to be encouraging our students that community pharmacy is not just what you see in the retail chains. There’s so much more to it, but we don’t have that representation in academia from independent pharmacists like we should. Well, we also need them working. We need them everywhere. Your story though, it reminds me so much of our current NCPA President, Kristen Riddle, [https://ncpa.org/leadership-team] because I think they live on a ranch, and so she has also kind of done that juxtaposition of — when you’re taking care of animals and livestock, there are a lot of things going on there that really are similar to the community pharmacy world. Yeah. And then also, to your point about flexibility, I think there’s something I read in an article where she was like, I was able to be there for my kids because I owned my own pharmacy. I was able to take the time because I was the owner. Yes. I also missed out on things. And yes, it was still challenging and hard, but there is something to be said for being able to control that on your own and say, you know, these are our hours for the store, and this is what we’re doing. Or you have your kids in your store, and they get to hang out with you in a spot in the store. Natalie: Yeah, sorry to interrupt. Sonja: No, you’re good. Natalie: That’s, I think that’s one of the things I love about developing clinical services, especially at this practice site, is I had co-residents that were residents at, you know, an outpatient hospital pharmacy and also at a chain that’s big in Arkansas. They have so much red tape they have to go through to do anything. And I work right next to the owner almost every day. And I just turned to him and I’m like, “Hey, I think I wanna do this”. He says, “alright, let’s do it”. So there’s no legal, there’s no HR — it’s just the owner and I making decisions on what we feel is best. So yeah, that’s one of my favorite things about…that’s a huge perk for sure. Sonja: Thanks for mentioning that. So what’s your current message for students considering a career in independent community pharmacy, and what would you tell your younger self starting at Mercer? Natalie: That’s a great question. I’m gonna start with what I would tell my younger self. I think I did a good job as a student of getting involved. I just would tell myself to run with NCPA sooner. I wish I had been able to go to annual convention the first year I was in pharmacy school, ‘cause I just built so many meaningful connections through attending convention and just, just being a part of that organization, meeting students from other chapters and things like that. So I just would wanna get involved and hit the ground running as soon as possible. My message for current pharmacy students is really similar to that. I think academics are very important, and I feel like a lot of people say this, but I really wanna emphasize it. The academics are important. It’s really important for you to be a good pharmacist. But it’s also important to be involved. Knowing or having a secondary connection to all my residency program directors — that could happen in any role, in any job moving forward. And you just never know. Pharmacy’s a small world, everybody says, but I really had that firsthand experience of the connections that I built really having catapulted me into my career, which is really cool. So I’d also encourage students to keep an open mind because I went into school thinking maybe I wanted to go in and work in a hospital, but here we are thriving in an independent. And so I think it’s important that that open mind extends also past what the school is trying to tell you to do, what they think you should do. I didn’t listen to that. I went a completely different direction because that’s where I wanted to go. So yeah, I was very shocked at that. But you know, I’m a big proponent that we need very intelligent, very driven community pharmacists also that are willing to deliver a high level of patient care. Sonja: Yeah. And like, it’s like what you said earlier — there’s nothing wrong with pursuing another type of pharmacy, right. But I do think there’s a lot of bias that happens in higher education related to independent community pharmacy, and I think it’s because they have this idea in their head of this old school retail pharmacy situation where you’re just counting pills. And that’s just not true anymore. There are so many cool pharmacies out there doing really innovative things for patients and really thinking outside of the box in terms of how to collaborate with different providers in their community. And I’ve even seen where they’ve gotten with a wellness studio and they’re doing stuff with yoga at the pharmacy and they’re combining with mental health and just really fun, cool things. I think you’re doing a disservice to independent community pharmacy if you don’t encourage people to also look into that further on their own. I think everyone should make their own decisions. Natalie: Absolutely. No, I agree a hundred percent. Sonja: So how can people connect with you if they wanna get in touch with you? Natalie: I am on LinkedIn. Would love to connect with people on LinkedIn — Natalie Novak. [https://www.linkedin.com/in/natalie-c-morton/] And then my email address is natalie@bryantfamilyrx.com [natalie@bryantfamilyrx.com] if anyone would like to get in touch with me. Sonja: Awesome. Thanks so much for your time today, Natalie. I love talking to you and I have a feeling we’re gonna be talking to you again in the future ‘cause I just have a feeling you’re going places. Natalie: Aw, thank you so much. Thank you for having me. And I really appreciate everything that the foundation has done for my career. So thanks so much. Episode Summary On the Script Your Future podcast, host Sonja interviews Natalie Novak, a clinical pharmacist at Bryant Family Pharmacy who grew up on a 3,000-acre ranch in Northern Colorado, earned her PharmD from Mercer University in May 2024, and moved from Georgia to Arkansas for a community pharmacy residency. Natalie explains her passion for independent pharmacy developed through NCPA, her interest in Arkansas’s broader scope of practice and pharmacist prescribing, and why community residencies provide teaching and research opportunities while building longitudinal patient relationships. She describes choosing Bryant for its high-volume setting, flexibility, and resident focus on service development, including naloxone access and an oral contraceptive prescribing barriers project. Natalie discusses NCPA ownership workshop and scholarship experiences, business plan competition lessons, leadership and networking benefits, perspectives on rural pharmacy access, and advice to students to get involved, keep an open mind, and pursue community practice despite academic bias. Get full access to NCPA Foundation Newsletter at ncpafoundation.substack.com/subscribe [https://ncpafoundation.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

26 de mar de 2026 - 35 min
episode Justin Wilson on Legacy, Leadership, & The Future of Independent Pharmacy artwork

Justin Wilson on Legacy, Leadership, & The Future of Independent Pharmacy

Introduction What happens when a kid who grew up dusting pharmacy shelves and making deliveries decides to come back—not just as a pharmacist, but as the one who’s going to transform the family business? In this episode of Script Your Future, Sonja Pagniano interviews Justin Wilson, PharmD [https://www.linkedin.com/in/oupharm/], a current member and Chair of the NCPA Board of Trustees [https://ncpa.org/leadership-team], past president of the Oklahoma Pharmacists Association [https://opha.com/], and a pharmacist whose family’s roots in independent pharmacy stretch back to 1977 in Midwest City, Oklahoma. Justin is also a past member of the Oklahoma State Board of Pharmacy [https://oklahoma.gov/pharmacy.html], an adjunct clinical professor at the University of Oklahoma College of Pharmacy, and serves on the boards of Unify Rx [https://www.ppok.com/about/] and AlignRx [https://alignrx.org/]. Twenty-six years ago, he was a Presidential Scholarship [https://www.ncpafoundation.org/presidential/] recipient from the NCPA Foundation—and today, he’s proof that investing in pharmacy students creates leaders who pour back into the profession for decades. This conversation is about legacy—but not the kind that gets handed to you. Justin is candid about the real growing pains of transitioning from the boss’s kid to a trusted partner, the financial surprises that almost made him question ownership entirely, and the moment a visiting pharmacist from Iowa changed the entire trajectory of his career. He shares how he earned his father Lonnie’s trust through sweat equity, navigated the delicate balance of family and business, and is now building something of his own on top of a foundation his dad laid nearly five decades ago. Whether you’re a pharmacy student thinking about joining the family business, an owner figuring out how to keep your team motivated, or someone who just needs to hear that the best years for independent pharmacy might still be ahead—this one’s for you! And if you’re a pharmacy student listening: don’t forget to submit your scholarship application [https://www.ncpafoundation.org/scholarships/] by March 15th at ncpafoundation.org. Interview Sonja: Welcome back to another episode of Script Your Future. I’m so excited to introduce our guest today, Justin Wilson, current member of the NCPA Board of Trustees and a wonderful example of how families can build lasting legacies in independent community pharmacy. What makes this conversation especially meaningful is that 26 years ago, Justin was a presidential scholarship recipient from the NCPA Foundation. And speaking of scholarships—if you are a pharmacy student listening, this is your reminder to submit your application [https://www.ncpafoundation.org/scholarships/] by March 15th. We’d love to support your journey, just like we supported Justin’s. Sonja: Justin, thanks so much for joining us on the pod today. How are you? Justin: I’m good. Yeah, thanks for having me. Sonja: Let’s start at the beginning. Back when your father, Lonnie, opened his first pharmacy in Midwest City, Oklahoma—I think it was 1977. Do you know what drove him to open that store? I think he eventually did open multiple retail stores in Oklahoma… What was some of his vision? Justin: You know, I’m not exactly sure what drove him to be an entrepreneur. I know he’s been a hardworking person his whole life. He’s a self-made man and came from very meager beginnings, but put his way through school and was working for an independent pharmacist in Midwest City, Oklahoma. He had a couple of physicians that approached him to see if he would want to put in a bid for this pharmacy and a clinic that they were opening. And he did, and they accepted it. And the guy he worked for wanted that bid as well. And so he fired dad on the spot. That’s like the only job he’s ever been fired from, but he never looked back. So, that was his first pharmacy. Sonja: Wow, unreal. Thinking back to that time, what were some of your earliest memories of being in the pharmacy with your father? When did you realize you wanted to… kind of… follow in those footsteps? Justin: It took a minute. I mean, I grew up in the stores, dusting shelves and stocking. I was a delivery boy at one point and then a technician… Pharmacy back then was a very good business, but I wasn’t really seeing the clinical aspect. And so… I wasn’t super interested in pharmacy just because it was almost like an expectation—when I wasn’t in school, I was supposed to be up at the store helping out. And… as a kid, you don’t always appreciate those opportunities, but I learned a lot from it. And, as I got older, I started going with my parents to the state pharmacy conventions, and I saw tons of leaders from Oklahoma that were always passionate about the profession and the issues affecting our jobs. And I saw how they would get together and work through those problems and make their profession better. And I think that kind of started to sink in on me a bit. So, I went to college… I kind of thought I’d go to med school originally, but as I got a little further along, I started learning that pharmacists could do more direct patient care and clinical type services. And it was kind of like a light bulb went off that here I had this opportunity with a few pharmacies that my father started and I could come in and maybe help develop clinical services in those sites and, you know, kind of take our pharmacies to the next level. That’s what got me to where I am today, I made that decision and did a community pharmacy residency and came back and just transformed those practices. Sonja: That’s incredible. I feel like there are so many people who have similar journeys where originally that wasn’t maybe in their plans. Or, they’re like, “No that’s what my parent does, that isn’t really what I want to do.” But then it’s like those little moments where doors open or things click and then it’s like, that’s what I want to do next. Justin: Best decision, and I know 100% I’m doing what I’m supposed to be doing. Sonja: So you received the Presidential Scholarship [https://www.ncpafoundation.org/presidential/] from NCPA Foundation. How did that support help impact your path to pharmacy ownership? [4:29] Justin: Well, I definitely think any sort of financial support just makes things easier. I was in a position that I was going to go to pharmacy school and graduate regardless, but it just made things easier for us. You know as we progress through and pay for tuition and those sorts of things. You know, I think the biggest thing was just being involved with NCPA [https://ncpa.org/] and seeing what the Foundation did at convention [https://ncpa.org/annual-convention] and seeing what all these pharmacists across the country were doing in their practices—that motivated me to want to do something different and advance our family stores. And so I think it was just kind of one of the pieces that got me to where I am today. Sonja: Excellent, yeah, I think a lot of students, when they get a scholarship from us, they’re already very involved. But it kind of helps solidify for them that they’re being recognized for all of their hard work. Because a lot of times, you’re at the top of the academic standard in terms of what we’re seeing students… who are pursuing the profession. So it is a big deal. When you joined the business as a pharmacist…I think it was like 2003 time frame…what, what were some of those initial conversations like with your father, right? It isn’t like you hadn’t already been in the pharmacy, but you were officially joining as a staff member, a pharmacist. Justin: Yeah, it was unique because I did go out of state for my residency. I went up to Iowa and spent a year up there. And so I was coming right out of that residency as the young hot shot pharmacist, I guess, and boss’s kid. It was a unique situation that my father kind of got out of the pharmacies in the mid-80s when he started his PSAO [https://www.ppok.com/about/] (PPOk). He shifted to more of the business side of pharmacy and still kept his stores as businesses, but they had staff pharmacists and PICs running those. And so now the boss’s kid is coming in—it was kind of a unique dynamic. As just being the number two or three pharmacist. Getting to know all of the technicians…It took a little time to get the trust of the staff, share with them the vision that I wanted for that pharmacy and work with them to change and achieve better patient care. And so it was a whole process. Sonja: What was some of that decision point that brought you to the family pharmacies?… Justin: I think my first two years of pharmacy school, I was more interested in ambulatory care because I really liked that clinical aspect. And that was going to be my, my focus. And we had a student faculty retreat and a gentleman by the name of Matt Osterhaus [https://www.linkedin.com/in/matt-osterhaus-215a797/] from Iowa came to our school. He came and spoke to our college. He started talking about his family’s business and his father had started it back in the 60s and all the different things they’re doing—from diabetes care to cardiovascular wellness… and osteoporosis screenings… and smoking cessation. [7:32] It just started checking all the boxes of what I was interested in and it made me think, hey, if they can do it up there, why couldn’t I come back into my family’s practice and convert it to do those similar things? And one of the practices is actually in a physician’s clinic. So we have doctors we could work with and those sorts of things. So it was just, everything just lined up as that’s what I should do, that’s what I need to do. So I contacted Matt immediately and actually drove up to Maquoketa, Iowa and spent a weekend in his store and then applied for his residency [https://www.osterhausrx.com/pgy-1-community-based-residency]. And, told him I’m up front that I’m here to absorb as much stuff as I can from you guys and bring that back to Oklahoma. And that was the plan from then on. Sonja: That is so cool. I love that story- Justin: He’s still one of my biggest mentors, by the way. Matt Osterhaus is incredible. Sonja: Okay, I was going to say he’s a really good example too of leaders to follow, type of thing. So walk us through a little bit of that transition from pharmacist to an owner-operator type of a role. When did that shift happen exactly? And what surprised you the most when you took ownership? Justin: Sure, I think that’s a great question. I had to start out, like I said as just a staff pharmacist, but I knew that we wanted to get the pharmacies to elevate. I wanted to make sure that our patients were counseled on every medication and that pharmacists were out front with patients while our technicians were doing more of the things they are trained to do which is input and count, get everything ready for a pharmacist. So it was just changing our workflow and getting all those things in place. In about year two, our PIC at that location moved on to another position. And so I took over that and hired a young pharmacist who was also eager to advance patient care. And we just started really working well together and growing the business and services we provide in our practice. And it’s about that time Dad gave me the opportunity to buy in to one of the pharmacies. And then through a little bit of negotiations, I gained some sweat equity interest in my main store since I’d already doubled the business. So about 2005, I had a percentage of the pharmacies but I also had my father as a mentor to help me in that ownership role and learn about it. [10:13] The biggest surprise, though, was—it’s not like you become an owner and success happens just like that. The biggest thing for me was you have a lot more tax liability as you’re growing ownership. And so you think you’re doing pretty well, and all of a sudden, April 15th happens, and you owe $60,000... Getting through that transition was a very eye-opening experience for me. It was very frustrating. I remember having an argument with my father about—what, why do you even want to be an owner when this is what happens to you? And he just said, “Be patient. It takes some time for these things to work out from a cash flow perspective and ownership perspective.” And it was like a switch. Probably four or five years in, we’re generating our cash flow to pay our tax liabilities plus some. And then you start generating actual cash that you’ve made as an owner. And be able to save that or reinvest it in other opportunities. So it was a process, but it was a scary couple of years there as I was learning that. Sonja: So, I know you’ve also started other pharmacies on your own since that time. What’s maybe a challenge that’s unique to inheriting a pharmacy versus starting your own? [11:47] Justin: I mean, inheritance has a lot of positives, obviously. It’s already established. I know I mentioned he gave me some sweat equity at one point, but I still actually financed and bought in to the rest of the shares. And after dad passed, I actually am still paying out my mother on the trust for one of the stores. You know, so it’s something you have to be ready for. You don’t want to just be given everything. You have to make sure that you’re invested. And my father was very good about instilling that and making sure that it wasn’t just an expectation. He paid his dues I had to pay mine too… But as far as acquiring other stores, I think you have the same challenges. I mean, going into my family’s business you know… that I had been as a high school kid and young college kid I had some barriers there with staff to overcome. But that was easy once I showed them my value and what I was seeing as a vision, so we got over that hurdle pretty quick. We face the same challenges that every pharmacist faces just from PBMs and industry stuff on the inheritance side… as far as acquiring… I do think getting an established business is a much better route than trying to build it from scratch these days. It’s very hard and it’s a long process to go from zero patients to 20 patients or 50 patients, 100 patients. So, if you can find a store that already is doing, you know, $3 or $4 million in sales, then you don’t have to worry about growing that. You just have to worry about paying it off and managing it and continuing to grow the business. And that’s what we’ve done with our future acquisitions. Sonja: I’ve definitely heard that recently, especially with all of the issues with reimbursements. A lot of people say if you find one that’s already established, it is a little bit easier than doing it from scratch. Justin: Nothing’s easy, but it’s easier. Haha. Sonja: So what’s been the toughest business decision you’ve ever had to make so far? [14:07] Justin: I don’t know…I…What I like about community pharmacy is there’s a new opportunity or a new challenge every day I walk into the store. One thing that’s amazing about independent community pharmacy is we’re very nimble at changing to what’s thrown at us. We’re very good problem solvers. And so I don’t know that I’ve ever had any just really hard business decision that’s just black and white… If I do this…will go this way and if I go this way we’re doing something different…We’ve just always kind of adapted to the challenges and figured out a way around them and continue to thrive. It’s worked out pretty well. HR is probably the hardest part of any job. And I would say that pharmacy is no exception. The very first pharmacist I had to fire—that was very difficult… I was a pretty young pharmacist and it was on a new acquisition and we were making a change in the PIC. My dad was going to drive with me 2½ hours to this pharmacy and we’re going to meet with this pharmacist and let them go and put in a new graduate. Last second, as I’m basically ready to drive, Dad calls and goes, I had a meeting come up, I’m not going. He just hated firing people. He didn’t want to do it. So he sent me on my own and he was like, you’ll figure it out. And so that was a difficult day. I gave him a hard time about that for many, many years, but we made it through and it was okay. Sometimes you have to make those hard decisions. Sonja: There was a lot of that talk last summer when I was at the RBC conference. A lot of the people I talked to said one of their biggest, biggest challenges is the HR stuff. It’s the hiring, the firing people. It’s keeping people motivated. Like to your point about, “Once they saw my vision, once they understood what I was trying to accomplish they wanted to support that.” I think sometimes it’s hard for people to have a strong vision to get people excited, especially in a time when things feel so heavy & difficult. What’s maybe something you’ve done to kind of help that with your teams? Justin: I try and do quarterly meetings with all three pharmacies. So we have six or seven pharmacists that get together, we have dinner, and we go through what are the current issues affecting pharmacy today, what are things that they’re doing in their stores that are working, what are challenges that they’re having, what barriers they’re facing, and how are they getting around those barriers. Just getting everyone in the same room, bouncing ideas off of each other, I think has been good. I usually take them to a pretty nice restaurant and have a few drinks too, it doesn’t hurt. Then we try to do the same thing with staff. I’ve tried to empower my staff pharmacists at the sites I kind of grew up in and developed. I’ve encouraged them to run the staff meetings with our technicians. I’m very fortunate and I think it’s a testament to the culture that we developed, but most of my technicians have been there like 20 years or more. And that’s a wonderful thing because they’re like family, but it’s also a horrible thing because they’re like family. They sometimes can be complacent or maybe not as motivated because they’ve been there so long. And they know each other so well. So finding ways to reinvigorate them is something we constantly try and do. [18:00] Something I’ve done recently, actually, is I’ve been trying to invest in bringing pharmacists to national meetings. Like we’ve got the Multiple Locations Conference [https://ncpa.org/multiple-locations-conference] coming up in Clearwater Florida, so I’m bringing two of my staff pharmacists to that one. And had another one at the meeting in New Orleans. That’s been a way to get them out of those four walls and show them—these things that I keep telling them about, they’re actually affecting everyone. And them coming back into the stores also kind of re-energizes the rest of the staff. We’re going to spend money to send you to these things. I need you to bring back one thing to your pharmacy that’s going to either improve profitability or efficiency or patient care. Sonja: That’s a good idea. And then you get different perspectives too. You’re not relying on yourself and your perspective. You have all these different people who know and love your pharmacy as much as you do, bringing back some of that perspective too. That’s really smart. Justin: True. Here’s another challenge: I go to these meetings for a number of years and I get excited and I come back, but I’m so busy, I can’t implement. So trying to tell them about these ideas and then expect them to run with it and be successful has been a challenge for me. But them going and hearing about it and getting energized, invigorated, and then coming back—we’re starting to see better results through that process. Sonja: That’s a great idea; So if you’re listening… and you haven’t done what Justin’s done—sending some staff out to the national conferences—it’s definitely a good, good idea. Was there ever a specific moment or decision where you felt caught between honoring your father’s way of doing things and doing what you felt was right for the future of the business? Justin: Oh, you know, I was very fortunate in that my dad believed in me. He did. He always gave me the green light to do what I thought was best and supported that. That didn’t mean that we didn’t argue sometimes. Lonnie Wilson [https://ncpa.org/newsroom/qam/2021/01/26/ncpa-mourns-lonny-wilson] was used to being in charge his way. Sometimes staff would hear me on the phone with him and we were going back and forth with each other pretty good. And I was probably the only one that would talk back to him like that. But I learned so much from him too. So yeah, most of the time he was right. But every now and again, when I came up with the better idea or the better process, I never let him forget about it. It was a good relationship. Sonja: I definitely think it’s a really good opportunity when you have someone safe like that in business that you can be your full self with. You can tell your full opinion. You can really work through different ideas. And they can tell you if it’s BS or if you should think about something else. And they can tell you to your face. I think that’s such a big opportunity. For people who are looking to inherit their family’s pharmacy or are on that legacy track, that’s important to remember too. [21:01] Justin: I talked to a young pharmacist who went back to work for their family’s pharmacies out of Georgia. And he was contemplating, should I go on and do this other track or should I go back home? And I said, you know, that’s your decision, but there’s one thing to remember: There’s no one that’s going to care more about the success of you than your parents. And there’s no one that’s going to care more about the success of their business than you. And so it ends up being a pretty nice relationship if you can make it happen. Sonja: Absolutely. So, I love that you brought up clinical right away in the beginning of this interview, because I want to talk about that clinical versus business identity shift. Because when you train as a pharmacist, sometimes there’s a little bit of a learning curve with being a business owner, especially in the retail space, right? And all the things that come with that. Were there things that you did or took part in that helped overcome some of those challenges or learning curves? What are some of your thoughts on that? Justin: It’s totally different ballgame now than it was 20 years ago. But I really felt like, as we took better care of patients, then the business grew as well, you know and those opportunities kind of went hand in hand. Some of the first things we did in Midwest City was changed our workflow to let our technicians do the majority of the inputting and dispensing so pharmacists could just be available to patients. And that was a transition we had to do to get them out front talking to patients. Those patients started responding to it and then started telling their friends and family about it. So we started growing that. Then I’d go to my physician and say, hey, I did diabetes education up in Iowa. I see you have this patient with an A1C at 10.5. Why don’t you let me take a crack at helping her? And the doctor said, you got it. Sent some notes back and forth, got her A1C down to 6½ pretty quick. Boom—that doctor now is my biggest referral source for a number of years. And so just building on those opportunities and getting paid for those services here and there and then growing the business on the prescription side was really going well. But things are a little bit more of a challenge now. The clinical aspect has changed in my practice just because of different physicians moving in and out. But we are still doing a lot with travel health immunizations, MTM, not as much with diabetes anymore, but we are still looking for those extra dollars. But, we don’t see the same things we saw 20 plus years ago, if you filled more prescriptions, you made more money. Now it’s a little trickier. Sometimes if you fill more prescriptions, you can lose more money. So you have to look at the patients a little bit differently and really optimize that patient care. Even though we’re doing a little less clinical services today…We’re still constantly looking at how we can provide good care to the patients and continue to be profitable and keep those doors open so that we’re still part of the community. It’s just a different type of challenge I guess. Sonja: And I think the big thing in the profession is those that are able to adapt and be nimble—and do all of these different things and adjust… those are the ones that tend to survive. A lot of people who aren’t really… they don’t want to adapt or change things - they can’t change things because their patient makeup is what it is. And they maybe don’t have the staff to implement new things… you know there’s all kind of different factors. It is interesting to see the different types of entrepreneurs there are in the profession and how they attain that skillset of being more adaptable…being more nimble of kind of being more creative in a ways, is what I see it as - I see it as creativity. Justin: Sometimes you want to bang your head against the wall, but it’s also kind of fun. There’s always a new challenge, and we’ve been fortunate to continue to evolve and make things work. Sonja: Excellent. What conversations do you think families should have before a transition that maybe gets avoided or happens too late? Justin: Well, I could tell you a few things. I was in a unique position in that I never really had to work side by side with my father because he was at PPOK and I was at the stores. We talked every day and we’d do financials and that sort of thing. [24:45] But If you’re going to be in the same four walls with your family members, hopefully you guys get along pretty good. I mean…That’s step one—how well do you get along with your parents? And can you work with them on a regular basis? But then I think you need to have those conversations of…Yes, I’m your child, but I’m also a health care professional and now a partner. Sometimes you can get into a situation where the child may be treated as an employee instead of a partner. And so you have to really make sure that those relationships are clear up front and that you can kind of separate family from business. I think it’s fairly easy as long as you communicate well and do things, you know, for the betterment of your business. And then talk about future goals as well. You know, do you always want to work at this one pharmacy side by side with your dad or do you maybe want to have opportunities to maybe branch out and you go over there and maybe develop that one on your own? Towards the end of my father’s life—this is outside of pharmacy—but I had a different investment. I opened a craft brewery in Norman with two of my best friends. [https://www.normantranscript.com/news/business/big-brewing-co-opens-its-doors/article_f8ca475c-02d9-5bd9-93bc-57d8f4988e67.html] And I’d been talking with my dad about it quite a bit. I’d call him every night on the way home from work. And he goes, “I always thought you’d ask me to invest in that...” And I go… Well, dad, I kind of wanted to see if I could do this on my own. And he paused for a good 45 seconds. And he goes, “I can respect that.” One of my favorite stories. Sonja: I love that. That’s so touching. So obviously your father left an incredible legacy—NCPA past president, the Dargavel and Calvin J. Anthony medals, decades of association leadership. How do you honor that while also building your own identity as a leader? [28:01] Justin: Sure, I mean. Dad’s career speaks for itself. So I don’t know that I need to do anything to try and live up to that. I always tell folks, you know, we’re very different types of pharmacists. He was very business oriented and in the PSAO world, and I’m a little more, you know, boots on the ground and taking care of patients. And so we’ve been fortunate, you know, to kind of… excel in two different ways. He provided a very good example of what pharmacists can do for the profession as far as getting out and being active legislatively and being involved and making a difference. So that was instilled in me from a very young age, so I’ve been doing that since college. But it was very important for me as I started getting to leadership positions to make sure folks know that we’re two different folks. We have different skill sets. We have different values. We have different ways of doing things patient care wise. And I want to be part of leadership if the skills I bring to the table are beneficial to the organization. And so far, that’s been part of my career that I’ve been very fortunate to be in several different leadership positions in multiple organizations because of that. Sonja: I love that so much because one of the things that I really value of my board are how authentic they all are. They are their full selves. They come, they bring whatever skillsets each of them brings, they don’t try to pretend like they have some other skillset. They’re very open and honest when they don’t have something. It’s very clear who they are and what they’re bringing to the table. I love that you mentioned that. I think authenticity in this profession is so important, especially if you’re going to try to become a leader…at the NCPA level, association level, I don’t think it really matters what level it’s at. I think making sure you come authentically, bring whatever skills you bring to the table and lead that way, I think it translates really well and I think people learn a lot from it. So I love to hear that. Justin: You know, people can see when you’re disingenuous very easily. So you have to be yourself. Sonja: Especially patients, I feel like they pick up on that right away. You serve obviously on the NCPA board [https://ncpa.org/leadership-team] and AlignRx [https://alignrx.org/]. You’re past president of OPA [https://opha.com/] (Oklahoma Pharmacists Association). And the foundation actually received a lot of memorial gifts [https://www.ncpafoundation.org/ways-to-give/] in your father’s honor. What does that service legacy mean to you? And what advice would you give someone wanting to get involved at the level that you’re at right now? Justin: Well, I definitely think you need to start locally. I was involved with our state association from the get-go. And had the opportunity to move into leadership fairly quickly. And like you said, I was President of OPhA. I also spent 10 years on our state board of pharmacy in a regulatory role. When people come and your colleagues ask you to step into these positions, I think it’s important if you can, to say yes. I’ve always taken the position—if I’m not going to do it, who else will? I know that, you know, it’s important to get out of the four walls of your pharmacy and get to the Capitol and lobby for what’s right for patients and right for pharmacy. And, you know just starting at those local levels…and as opportunities open up and doors open for you, it’s important to step through. You know, I tell a lot of pharmacists whose parents are in the profession that: [31:41] you may have doors open for you that wouldn’t have if your parents didn’t do it before you, but it’s still your job to step through and make a name for yourself. It’s what you do after you get that opportunity that’s important. Sonja: That’s really good advice. So, the NCPA Foundation has been around since 1953, but I will say in all my years of fundraising, I’ve never seen so much support in memory of someone. Your father truly left such an incredible legacy. What does it mean to your family to know that not only did your father have such an incredible legacy but it also sparked such a big investment in an organization like NCPA Foundation? Justin: Just a tremendous honor. I’m very proud of him. It was great…. When he passed, it was right during COVID. And so we didn’t get to have a proper funeral for him. And I feel like support like that… Sonja: He was truly an incredible man. I am just in awe at what an amazing life he led and how many people he touched. Justin: Yeah, he was great. Sonja: And he definitely lives on through all of you… Given everything you’ve experienced, the challenges, the changes of the profession—what gives you hope about the future? What are you excited about? What does 2026 look like for you? Justin: I’m glad you said that. [32:24] I’m actually probably more excited about the future than I have been for a long time. We’ve been hit with DIR fees and burger contracts and all these issues the last couple of years. You’re like, how are we going to make it through this? And we look up and we did. 2024 was one of the best years I’ve ever had as an individual pharmacist and 2025 has been even better. I just keep finding these opportunities and we’re just figuring out ways to navigate in the world that we’re in with the PBMs and the way they’re controlling reimbursements. But we’re figuring it out and we’re starting to see real wins. In Oklahoma specifically, we had a huge settlement with Caremark, CVS, and the state attorney general’s office, [https://oklahoma.gov/oag/news/newsroom/2025/december/drummond-holds-cvs-caremark-accountable-with-5m-settlement.html] and my three pharmacies got pretty sizable checks back from CVS for the first time in my entire career. That’s a huge win. People are starting to see that there needs to be transparency, that pharmacists are valuable. COVID was a horrible situation, but independent pharmacy came up as champions in our immunization efforts. I think folks are starting to really realize how important we are to the healthcare system. And I think we’re at a true tipping point—things are going to get better and continue to improve. Sonja: I completely agree. And I think what really is that shining light is when patients know and patients start to tell each other. “Oh, hey you’re still getting prescriptions filled at CVS!? Like, why are you doing that?!” Justin: Yeah, for sure. Sonja: Like, “Did you know about PBMs? Do you know what’s going on?” A lot of people still don’t have a lot of clue, but they’re starting to pick it up. But I think we’re going to see more and more of that because of also how well organized and vocal pharmacists are. Especially independent community pharmacists. I’m very impressed with the profession and what it’s been able to accomplish the last few years, especially. But I think you’re right, it’s like… I feel like the sky’s the limit of where we’re going. Justin: I agree 100%. Sonja: So what would you say to a pharmacy student right now who’s wondering whether or not to take over their family store? [35:52] Justin: I think it’s definitely something you should consider. I really am proud of continuing the legacy of my family. And, you know, I get to go to work and there’s days that I see someone that my father took care of in 1977. And they’ve got their kid and their kids’ kids and their kids’ kids’ kids that are all still coming to my pharmacy. And I hear stories about what dad did for them. And you can’t get that in any other setting. So I just love being part of the community that way and continuing to take care of patients in Midwest City. Sonja: If you could go back to tell your 2003 self one thing as you’re officially joining the family business, what would it be? [36:38] Justin: Stick it out. Don’t be too stressed when the taxes hit you. Probably have more conversations with dad about maybe looking at additional opportunities. I think it was easy for me to get pigeonholed a little bit in the pharmacy when we were partners because he was busy with his project and I’m busy with mine. Had I maybe looked at where I can professionally grow at a slightly younger age—it was just a little bit later in my career that I did that. That would probably have been the thing I would have done slightly differently. I might have a few more pharmacies if I would have done it that way. Sonja: So where can people find you and connect with you if they want to get in touch? Justin: A couple different ways. I have an email address: OUPharm@mac.com [ OUPharm@mac.com]. They can get a hold of me at Valu-Med Pharmacy in Midwest City [https://valumedrx.com/], either through the socials [https://www.linkedin.com/in/oupharm/] or just give me a call I think it’s all on our website, Valu-Med Pharmacy [https://valumedrx.com/]. And then find me at conventions. I’m always at NCPA. I’ll be at the Multiple Locations Conference [https://ncpa.org/multiple-locations-conference]. I’ll be at the legislative fly-in [https://ncpa.org/congressional-pharmacy-fly]. I’m always happy to talk with pharmacy students. Anybody that wants to chat about the profession, I’m happy to do it. Sonja: Well, Justin, thank you so much. Thank you for being candid. Thank you for showing up as your full self. And we really appreciate all the wisdom you shared with us today. Justin: Of course. Thanks for having me. Episode Summary Justin Wilson grew up in his father Lonnie’s pharmacies in Midwest City, Oklahoma—dusting shelves, making deliveries, and not entirely sure he wanted to follow in those footsteps. But a visit from pharmacist Matt Osterhaus during pharmacy school changed everything, showing Justin that clinical care and independent ownership could go hand in hand. He completed a community pharmacy residency in Iowa, came back to Oklahoma, and began transforming the family stores from the inside out. In this conversation, Justin gets real about the parts of pharmacy ownership nobody warns you about—the tax bills that made him question the whole endeavor, the first time he had to fire a pharmacist (solo, after his dad bailed on him last minute), and the years it took to earn the trust of staff who’d known him since he was a teenager. He talks about how his father gave him room to lead while still holding him accountable, why he financed his ownership stake rather than having it handed to him, and the 45-second pause that became one of his favorite memories with his dad. Justin also shares practical strategies for keeping pharmacy teams motivated—from quarterly pharmacist dinners to sending staff to national conferences with a simple mandate: bring back one thing that improves the business. And despite years of DIR fees, PBM challenges, and industry turbulence, he says he’s more optimistic about independent pharmacy’s future than he’s been in a long time. Get full access to NCPA Foundation Newsletter at ncpafoundation.substack.com/subscribe [https://ncpafoundation.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

11 de feb de 2026 - 37 min
episode From Pharmacy Student to Association CEO: Dr. Anthony Pudlo's Journey in Leadership artwork

From Pharmacy Student to Association CEO: Dr. Anthony Pudlo's Journey in Leadership

Introduction What does it take to transform from a pharmacy student who “didn’t know what kind of pharmacist I wanted to be” into the visionary leader of a state pharmacy association? In this conversation, Dr. Anthony Pudlo [https://www.linkedin.com/in/atpudlo/], CEO of the Tennessee Pharmacists Association [https://tnpharm.org/], pulls back the curtain on his unconventional journey from the community pharmacy counter to the executive suite. His story isn’t about following a predetermined path—it’s about staying curious, building authentic relationships, and learning to lead with both conviction and humility. Anthony shares hard-won wisdom on navigating the complexities of association leadership: from his whirlwind first 90 days as CEO to orchestrating a complete organizational rebrand, from building diverse teams that challenge each other to knowing when to maintain your “best poker face” with legislators. But perhaps most importantly, he reminds us why philanthropy, mentorship, and simply “being a person first” are the foundations of sustainable impact in pharmacy. Whether you’re a student exploring non-clinical careers, a practitioner considering a leadership transition, or an association professional looking to revitalize your organization, Anthony’s insights on calculated risk-taking, personal branding, and the power of a dollar-a-day commitment will challenge how you think about creating meaningful change in pharmacy. This is a conversation about finding your place in the profession—and then using that position to lift others up along the way. Interview Sonja: Welcome back to the Script Your Future Podcast. This podcast is dedicated to advancing independent community pharmacy practice and developing the leaders of tomorrow. I’m your host, Sonja Pagniano. Today we have an inspiring conversation lined up with someone whose career path perfectly embodies the transition from dedicated student to influential association executive. Our guest is Dr. Anthony Pudlo, the CEO of the Tennessee Pharmacists Association [https://tnpharm.org/], or TPA as it’s commonly referred to. Anthony has been a recipient of the 2006 NCPA Foundation Partners in Pharmacy Scholarship [https://www.ncpafoundation.org/partnersinpharmacy/] and 2007 graduate of Drake University. Upon graduation, he completed the University of North Carolina at Chapel Hill Community Pharmacy Practice Residency with Kerr Drug in Chapel Hill, North Carolina. Since then, he hasn’t just built a successful career. He’s poured back into the profession, giving as a generous donor to the NCPA Foundation [https://www.ncpafoundation.org/] in the past, serving as a current generous NCPA PAC [https://ncpa.org/ncpa-pac] donor, and never relenting in his championing the community pharmacy profession and encouraging pharmacy students to consider a career in independent community pharmacy. In August of 2021, he started in his current role at TPA [https://tnpharm.org/]. Having personally visited the association not too long ago, I can say that Anthony has truly breathed new life into the organization, overseeing a major building renovation and a complete branding revamp as well. We’re going to dive into that incredible transformation in a little bit... In today’s episode, we want to find out what takes a pharmacy student to the helm of a major state association? And more importantly, what critical lessons can up and coming pharmacy leaders learn from Anthony’s unique journey? Anthony, welcome to the podcast! Anthony: Thanks, Sonja. It’s a pleasure to be here… Sonja: So I want to take us back to when you were a pharmacy student. What were some of those pivotal moments or experiences that took you from pharmacy school to maybe advocacy and then later association management? Anthony: Oh gosh, good question. It almost has to go back a little bit further, because even before I went to pharmacy school, I usually tell students and new graduates, I didn’t know what kind of pharmacist I wanted to be when I grew up. Actually, I didn’t even come from a pharmacy family, not even any other healthcare providers in my direct immediate family. So when I went to pharmacy school, I was a sponge. I was getting involved in just about every organization just to learn the acronyms, learn the terms, learn what pharmacy practice is really like. I was connected with a lot of upperclassmen as well and learning about what they were doing, maybe on rotations and things like that. And so I do remember a few upperclassmen, I think, saw that excitement of sorts or that curiosity in what I was looking at in the profession. And they quickly were like, hey, Anthony, you should come to a pharmacy conference, whether it was at the state level—I was going to school at Drake University—whether it was one of the association meetings at the Iowa Pharmacy Association, or I was involved with APhA and NCPA [https://ncpa.org/] and AMCP and ASHP. I was involved. I got involved a little bit with everything, but I just didn’t know what kind of pharmacist I wanted to be. So when I think it was maybe my early foray into seeing what a mentor could do, because they’re the ones that encourage me to actually come. My first national pharmacy conference when I was in pharmacy school was the NCPA Annual Convention [https://ncpa.org/annual-convention] and started immediately learning about all the great things that pharmacists can do in their practice, especially in an independent practice where they have a little bit more flexibility and trial by error at times about how best to take care of their patients. So, you know, then I don’t want to say the rest is history because I was still trying to figure everything out. And so yeah, for me, I think every year I was just getting more involved in different aspects of what the profession could offer and learning about it. Because I think most of our listeners probably know that pharmacy is practiced so differently across our country because of some of the nuances to the state laws. And so learning about everything I could that was going on in the state of Iowa, plus as I got connected with people outside of the state, it was kind of awe. I was like awestruck by what the profession can do and got me excited to get more involved. Sonja: Well, it sounds like you’re a lifelong learner, and I have noticed that as a common theme among people who do really well in the profession, it’s this eagerness to want to learn new things and connect with more people, so that’s great. I do want to talk a little bit more about connection. So in a traditional pharmacy role, your connection is typically with patients and the community. But when you’re the CEO of an association, your connection is with members and legislators and stakeholders. So how do you adapt communication skills and relationship building skills to succeed in an environment like that if you’re used to more of like a traditional pharmacy type? Anthony: Yeah, you know, and I come, I had more immediate work in the community pharmacy space throughout school and in my early days as a practitioner. And yes, well, I think you’re right. I mean, I think the communication styles differ, but I think in the end, you have to know your audience. There’s usually a phrase that talks about like, what’s in it for me? So you have to understand when you’re talking to somebody, whether it’s a patient, let’s talk about what matters most to them at any given time when they’re receiving counseling from a pharmacist. Yes, maybe the Board of Pharmacy says you need to hit all these little check boxes, right? But you know what? 6:22 If you don’t address that immediate concern that patient has, they’re not going to listen to anything else you have to say. So you have to address that immediate concern. And I think that goes the same way when I’m sitting here talking to another pharmacist. Now in Tennessee, our association runs the gamut in terms of the practice settings that we serve. So having to understand what is the issue of a large health system pharmacist or a pharmacy technician that works at an independent pharmacy or a pharmacist that works in a home infusion center, whatever it might be, you have to understand what is their primary concern. And then you try to interpret that and help them in any way you can. And I think that’s ultimately what pharmacy school teaches us. You know, you have to understand a very complex thing like mechanisms of action, pharmacology and all of this, and the way that the medicines work, but you have to be able to interpret that, read the literature, interpret the mechanism of action, be able to actually use that information and then convey it to whoever that might be, a patient, a physician, a stakeholder, a legislator, whoever it might be. So I do think the skills in the end are the same, it’s just understanding what is in it for them? How do you make sure that their needs are being met as you communicate and understand what their concerns are? Sonja: Absolutely. There probably are a lot of those skills that are transferable, and it’s just a matter of kind of honing those for the different environments. So what’s a skill that you maybe relied on heavily as a pharmacist, right, practicing in a pharmacy that proved less useful to you when you became like an executive or worked in association management? Anthony: That’s a really great question. And I don’t know if I have the best answer to it because I do feel like there is so many things that I was doing as a pharmacist that have made me who I am. And it may not feel like it’s exactly the same thing, but it’s ultimately helping me be the best CEO in this case. Gosh, if you have to push me on this, I’m trying to really think, like, I don’t want to say like, I don’t, I’m not more empathetic because we totally are empathetic in our roles and who we talk to, right? But as a pharmacist, I feel like your empathy skills are so much higher on display. I might say it this way. I think as a pharmacist, your conversations are so real and you get very deep with people. And I don’t want to say I don’t get deep with other conversations I have with people, but when you really are helping a patient and you know that patient throughout their course of their life, their family, their kids, their ups and downs in their life and how you as a pharmacist help. I mean, you get so much more really meaningful conversations in that regard on a very personal level. And trust me, I deal with personal levels with our members. But I think in this role, at times, depending on who you’re talking to, you may have to have your best poker face and not show empathy one way or the other when you’re trying to say, our issue is this. Like if I were advocating to a legislator, we need to target exactly what our ask is and make sure that it’s clear and to the point. And you can’t get emotional. I mean, it’s hard not to, especially, I know how hard it is. Right. But like, if you start, I guess if you start getting into the politics of politics, you don’t, that’s going to really derail how you want to accomplish. Like that’s ultimately you have another goal in mind that you have to focus on. And you have to do your best to have that poker face somewhat. It almost feels like you’re not being empathetic when you’re talking to somebody. But at the same time, though, there are some great legislators that I have personal relationships with that I can be a little bit more friendly with, if you will. But at the same time, it’s still something that you have the same when you’re staying on message. Sonja: Yeah, not the same when you’re staying on message. Anthony: Right right… Sonja: So what’s a skill that you had to learn or like hone right away in association management that maybe you didn’t have yet as a pharmacist? Anthony: It might even be saying the same thing as like having the best poker face. Like I usually carry my emotions out on my sleeves here and really get connected to people. I think one thing that it maybe took me a while to agree to even want to serve in this kind of role as a CEO, and I guess maybe even my days as more of a practicing pharmacist, I was probably always just working as a staff pharmacist. I was never the owner. I was never the manager of the pharmacy. I might have been a manager of my clinic at times that I was helping oversee. But I always felt like there was somebody above me that I could turn to and confide in or help work through a situation. And I have that too. 11:54 But ultimately, the decisions that are happening, the work that’s getting done, it does ultimately fall on me and how I work with my board and my leadership. But it is down to me. The buck stops here, if you will, but with a lot of great support around me. So trust me, you’re never alone. There’s a lot of people supporting you, but it feels different when you’re kind of at the top, if you will. Sonja: No, I completely empathize with that myself. I know. I’m very fortunate to have an exceptional board, and I think that’s maybe something people can take away from that is learning that a lot more responsibility falls on your shoulders, but it doesn’t feel as heavy or burdensome if you have a really good group of other leaders behind you to help move that work forward. Anthony: Exactly right. Exactly right, Sonja. Sonja: So thinking back to when you first started at TPA [https://tnpharm.org/], what were some of the biggest immediate challenges that you faced? Were they financial, organizational, maybe changing the internal culture? And how did you prioritize those challenges in your first 90 days? So if someone were going to start as an executive somewhere at an association, what are some of those key things that you took on that they could learn from you? Anthony: There’s so many things. It’s a whirlwind, those first 90 days. At least for me, I would say, I was an, I’m not from Tennessee originally. Yes, when I worked in North Carolina, we did some minor work in the Tennessee area and I was licensed here. So, and I had familiarity with my predecessors before me. So there was some familiarity, but that doesn’t mean all the pharmacists and technicians in the state knew who Anthony was. So I really had to get out and about. And I remember my first 90 days. The team here, the staff, really had laid out kind of this tour across the state for me to meet and greet as many people and let them know who I was, what my path to association work has been, what I know about certain issues, how I can be a resource. But at the same time, I think I’ve also realized that I think like in any situation where you may be paying dues into an organization, we probably needed to revamp our communications. 14:13 If people don’t know what you do, they don’t want to get involved. They don’t care to know. So we really focused on revamping our website, revamping our email communications, revamping our social media presence and our brand to really let people see and understand what we’re doing. If you will, peel back the curtain of who TPA is, what we do on any given day to support pharmacists that are looking for an answer to a situation at any given point. So that’s maybe sometimes a challenge to it. But I think that was for me, getting out there, letting people know who I was. Yes, working with the staff at the time and accomplishing a whole lot. But then also really telling our story in the right way. Sonja: Absolutely. I feel like branding is one of those things that gets like either pushed on a back burner or forgotten about or... So I think that’s like really insightful for you as a leader to have noticed that and taken that on because that is a lot of work. So speaking about revitalization, so revitalizing an association requires really strong internal leadership. What qualities do you look for as a leader when building a team to champion your vision, especially for projects like building renovation or making changes to a brand? Anthony: Yeah, you know, one of my favorite books, I’m sure people have talked about different leadership books out there. One of my favorites that I enjoy reading and still reading every now and then is a book called The Fred Factor [https://www.amazon.com/Fred-Factor-Passion-Ordinary-Extraordinary/dp/0385513518]. It’s basically a book about, trying to remember now, why can’t I recall the author? Mark Sanborn. But it talks about how Fred is technically his mailman or postal worker and saying, hey, he went above and beyond what most people would think is an ordinary job, right? And I think any of us can probably look at our roles as just ordinary jobs. 16:20 Even some pharmacists might say, I’m just an ordinary person, right? Like you and me or whatever, just take care of a whole community. And I think really helping find people that might go above and beyond what’s in their job description or realizing, hey, I’m making this decision now, but in a couple more decisions later in a couple weeks from now, this might reveal another problem. And so actually having people who can be independent thinking and kind of solution driven to figure out, hey, we’re going to have a problem somewhere down the line. How do we fix this now? Maybe bring in some efficiencies and maybe some technologies, whatever it might need to be, to make sure that that issue is solved now and doesn’t happen moving forward. We went through, for example, we went through a brand new association management system, which any association person would say that’s like something they never want to go through again. Or maybe for a pharmacist listening, if you go through an EHR or a software change, I mean, you kind of want to do it once and you never want to do it again, right? And so I do feel like I remember working through, as we were planning for that, we thought about all the what-ifs. We tried to make sure we had all the what ifs covered, but there’s always things that are exposed later on. And okay, well, let’s find the solution now. Use your root cause analysis. Where did that problem come from? And, the team, we got a great team here that was able to help us work through that. And the vendor was really great to work with to help us move that forward. But at the same time, it’s like, yeah, I think we’re good. I don’t want to ever go through that again. But having a team that can be kind of that forward thinking, think through problems before they occur. But also even, I’ll just throw this last out there too, is you want a good, diverse team. 18:20 I think many people that are probably listening, you don’t want all the same types of personalities on one team. You need a diverse group of work ethic and personality… and it meshes. And you want to make sure you have that good diverse group. And I think when I was at a point of hiring some more staff, you kind of look at that, right? Saying, okay, we have that kind of personality. I mean, this might be a really great candidate. I’m going to say like, we completely dismissed somebody that we were looking to hire. But yeah, you want a good group that meshes well, that you can trust that will have your back and that you can feel good about if you’re traveling somewhere to a conference or whatever, dealing with a legislator, whatever it might be. So at least for me, I thought that was probably the most pertinent piece when we were choosing new team members but also making the most out of the team that we had at the time. Sonja: That’s really great advice. So many young leaders feel pressured to start new programs or initiatives. I’m sure you’ve experienced some of these kind of people in your time in this profession. So from your perspective, what does true sustainable impact look like in a pharmacy association? And how can young leaders measure their success and communicate it? Even if it’s not developing a new program or an initiative, how can they show their value? Anthony: Yeah, I’ll probably reflect on that in a couple of different ways, but maybe the biggest one that comes to mind is like developing your brand, right? It’s, do you know yourself first and foremost? 20:03 Do you know what your passion projects are? I think I tell a lot of young pharmacists, like, yeah, you’re going to have to probably know everything when you have to sit down for the board exam, right, and be the expert on a little bit of everything. But as you enter into practice, people are going to respect you more when you can sit there and know your limitations. When I was more in practice, I felt like just maybe due to the nature of my patient population, I was really focused on diabetes care, immunizations, and probably depression management, mental health. And I did everything I could to know everything I could. I knew the studies. I knew what a bill for services. You have to know yourself first. And with a little bit of humility, though, you also have to know where your limits are and then where to turn to. And so not only do you know yourself, do you know what your other pharmacists in your community are good at? Maybe your own pharmacy, but even the pharmacists across the street or at the hospital. And I don’t know how many times I would have conversations with a provider or a patient that would say, Anthony, can you help me with this? I’m like, no, I’m going to know up to a point. I can help you up to a point. I can dig into more research and get you an answer, but you know what? You should just go call Sonja. She’s going to, she’ll help you right away. And at the same time, Sonja would be really great about sending people my way. And we would have a really great collegial working relationship. 21:00 But yeah, you have to be the expert that you can in the topics that you choose. You can’t be an expert in everything, but at the same time, then when you start learning that those passions in your own area and your community. I’ll tell you, it’s very easy then people start realizing that. And I would say during my time in North Carolina, then all of a sudden I became, I started getting asked to do presentations on immunizations or diabetes services. And it just became more and more. And then before you know it, you’re being seen as an expert or you’re communicating with other experts in the state on that topic. And then all of a sudden you get asked to speak at a national conference. So it starts with knowing yourself though, developing that brand. And I think it’s the same way in association work too. I think I look at my colleagues across all 50 states and we all are good at different things and we all rely on each other. Some people are really good and understanding fundraising and the nonprofit foundation side of things. And I would say we all rely heavily on them to help us in those areas. Others are really good on understanding all the ins and outs on PBM issues. And their people know, and we rely heavily on each other. Or others are really good at their advocacy levels. And how do you actually get the grassroots going? So I mean, I think we all need to know each other first and what we’re good at. And then from there, help each other out at the same time. Sonja: I love that piece about, I think it goes back to connection where you’re saying like, some of it is like also knowing like who’s around you and like what their skillsets are and what their impact is. And then knowing how to connect those dots for other people. People notice that, people remember that. And then those can also be great references for you in the future too, probably. So… Anthony: Right. And that’s, I mean, that’s kind of what in our roles in the association world, we’re never supposed to know everything, right? We can’t know everything. But I know who to call. 23:44 My job is to know who are my 5 to 10 people that I can call at any given day to give me insights on this topic or that topic or this topic. I mean, those are my experts in the field and they help me understand this issue that’s being presented to the association or the legislature or whatever it is. Yes, our association might have policies and positions on things, but I still need to get in the weeds on certain things. And I’m really going to have every answer, but I need to know who to call when the time comes. Sonja: Exactly. I know a lot of this stuff is drinking from a fire hose, I feel like. Anthony: One or two of those. Sonja: So, for a student who loves a profession but isn’t sure about traditional practice, what volunteer roles or leadership experiences would you recommend they seek out now to explore like the non-clinical side of pharmacy? Anthony: Oh, sure. There’s a lot of different things. I mean, it’s sometimes it’s as simple as just reading an email and perking up to something that’s going on. Gosh, I feel like even early on, I think I just volunteer at times just to go help do introductions at a meeting, being like that moderator of a session. And I would get to meet people, right? And you’d understand how a meeting operates, right? There’s something simple like that. 25:00 Or I think early on when I was a student, I was always intimidated by going and speaking to a legislator, which is still funny to know where I am now, right? It is. For those first timers, even second timers, I still get butterflies at times, depending on who I’m talking to. But I remember I had a friend that said, hey, Anthony, you know, what are the associations doing just like these free, like they’re doing screenings at the Capitol? Why don’t you come? And I was like, I pushed it aside for a year. I was like, I’ll do it next year. Okay, I finally went. And then you just, you’re a pharmacist in that sense. And I’m like, yeah, I’m taking a blood pressure. I’m doing a blood sugar screening. I’m counseling on proper medication disposal, whatever it is. And before you know it, you realize you’re talking to the Senate majority leader or whoever it might be. And you’re like, no, they are just a person that’s trying to learn just as much as anybody else is. And before you know it, you are able to get involved that way. Yeah, I mean, I think there’s a little bit of everything. I mean, I think most associations are going to have some committees that are maybe lesser, just like minor amount of work. Sometimes it’s just planning of events. We have more than enough events that we need help and volunteers to deal with things. So yeah, it just really depends. I’d say start small. Don’t just jump right into the deep end. Some of us sometimes get looped into those things. I think when I was a student, I somehow went to a meeting and I got immediately told I am now serving on the board of the association as a student because I said yes to someone. And I mean, I think I did very fine in that role, but I think I was involved in a few things, but I had no idea what I was getting myself into right away and then quickly had a lot of great mentors guiding me through the way. But yeah, start small, get your toes wet in different ways. 27:09 But at the same time, I usually tell students, don’t forget to have a personality. Like still go be a human being and have fun and do other things. It’s going to make you a better well-rounded pharmacist and a more well-rounded individual to engage in the profession and the professional associations. I rely heavily on a lot of people that have a lot of expertise in planning events and other things than I ever have known to do. So yeah, you have to be a person. You have to get involved and know what’s going on in your community and your state and whatnot. Sonja: I love that advice, remember to be a person first. Yeah. Like you are important too. Or like what they say, fill your cups first or like put on your oxygen mask first kind of thing. Anthony: Yes. Sonja: So you’ve been a generous donor to the NCPA Foundation in the past and NCPA PAC [https://ncpa.org/ncpa-pac] currently. And so you understand personally the importance of philanthropy and supporting the profession of independent community pharmacy, for example. How does philanthropy, whether of time or money, directly support the advocacy work that TPA and other associations like NCPA [https://ncpa.org/about] are focused on? And how would you maybe explain the ROI of giving back in those ways or paying it forward? Anthony: Yeah. How do I start on this one? That’s another great question. I’ll say we are not anything without our members. TPA [https://tnpharm.org/] is nothing without our members. Anthony Pudlo is not TPA. TPA is its members just as much as NCPA and the foundation are, right? And I think in my course of my life at the same time, I think I’ve been the benefactor of a lot of people always paying it forward and giving back and recognizing that we are all on this planet, very short, right? We hope we can make a lasting impact in different ways, but how we best guide the next generation is so important. And so I’ve been very fortunate to have a lot of people that have supported me and encouraged me to do more, try different things, fail, learn from my failures, and keep moving forward. And yeah, ultimately, financially, as a pharmacist, you do pretty well. And none of this can happen without money. And I think early on, maybe I started by just saying yes to simple, some of the colleges I think do this where maybe it’s a white coat sponsor, right? You pay 50 bucks, 100 bucks, right? And I think it starts small, like, hey, I can manage that. Yes, I’m paying back my loans. I’ve got a lot of stuff going on. But somebody there at that place made an impact on me and I want to pay it forward in some way, shape or form. And then I think it became, you know what, for a dollar a day, I can support what is going on with XYZ group. And I talk about that a lot. I mean, think about how many useless things some of us probably spend money on. Sonja: Oh yeah. Anthony: A dollar a day to ensure that the profession is able to be supported and move forward. Yes, I know there’s some people who are just talking about getting involved and some people won’t give unless they’re getting involved. Great, I have avenues for that to happen, but at the same time, what, if you can’t do anything but give us a check, that works too. But in the end, I always hope as in my role, especially that we’re doing things that people can see that giving back to our organization is a meaningful endeavor for them. And the fact that they actually give a meaningful amount of money back. So in a way that, and I’ll say it in this way, is that TPA should be, or at least our foundation or a PAC, whatever it might be, is in your top three. To me, that is a meaningful group in your mind. 31:21 So how do I make sure that what we’re doing, how we’re serving the profession is in somebody’s eyes in the top three of groups that they would ever give to? So is it our scholarship fund? Is it our advocacy efforts? Is it our program for helping pharmacists in recovery? What is it that maybe strikes a chord with somebody that puts our organization into the top three in their mind? And so that’s some of the stuff that we’re always trying to tell that story and helping people see that we are making a difference, but we also need help financially to continue to make that difference. Sonja: Absolutely. And I think it is so hard right now, right? Especially for independent community pharmacy owners, but it’s still so important to make sure that the profession is also supporting itself, right? Because as much as we can pull in outside dollars, the profession itself can do so much more when everybody’s fighting together. Anthony: Yeah… We’ve been very fortunate in a short amount of time that I’ve seen here. And even I tip my cap to a lot of my predecessors along the way. You know, we’ve been very fortunate. We’ve been very successful legislatively at the state level. And there’s some very, very tangible things that I can point to people to say, we have improved the way the finances of your pharmacy, of your practice setting, whatever it might be. And yes, we might have to point and prod and show people that further, but there has been a lot of tangible ways that the things we’ve done legislatively or regulatory wise has made an impact on how pharmacists can practice and how they want to practice. So it’s like, okay, yes, this doesn’t come easy. And we could have done a whole lot more if we would add more support. So like those are the kind of things that I know it’s just it ends up coming back to what how do we convert that into saying, how meaningful was this to you? Was it a dollar a day? Was it $5 a day? Was it what was it? But hopefully we made a meaningful impact on your life on your day-to-day that will make you pull out the checkbook or the credit card or the Venmo, whatever it might be to support the organization. Sonja: Yeah. And everyone’s different, right? And how much they can give and what they’ll give for and what means the most to them. But I really like that you phrase it that way of like, are we in your top three? I think that really kind of reframes the whole thing. So when you think about something like a major building renovation or a rebranding, there’s a lot of risk involved. So what advice do you have for young leaders on calculating and taking professional risks that can lead to significant positive change? Anthony: Oh, goodness. You know, as pharmacists, I’d say for the most part, we’re all pretty risk averse, right? We try to play nicely in the sandbox. We don’t want to mess with too much. And it sometimes makes us freeze in the moment, right? You have opportunities where you could take path A or path B, and you’re almost so frozen in making your decision that you don’t know which way to go. Another great book that I’m sure some have read is Sheryl Sandberg’s book, Lean In. And I know it’s a lot of undertones about women in the workplace. And yes, it has a lot of connotations in that regard, but there’s so much in there about how there’s data to support, how in certain situations, women may not push themselves to say yes to something. And one of their pieces that I love about that is they talk about creating lean in circles, a group of mentors or a trust circle, however, whatever, you can throw some movie references in there to circle and trust. 35:32 But, you know, do you have the right people that can help you? Not necessarily always in pharmacy. Actually, sometimes it’s better to have people outside of the industry help you understand like, yeah, you are thinking through this decision in the right way. And you thought at least about some of the what if situations that might cause risk. And so I think for me, I’m going to circle back not just to my executive committee, but I work really closely. There’s in all the states, there’s our colleagues at the American Society of Association Executives, and there’s state chapters. I’m currently pretty active in the Tennessee version of that group. And so I’m interacting with the CEOs of the Bankers Association, the Nurses Association, the concrete workers. And we’re all dealing with similar situations. Not that they’re going to be able to sit there and tell me, yes, do that or do that. But they help. They really do help make sure that the thought process is going in my head, the conversations I’ve had with my leadership, I’m thinking through this the right way. And so I encourage people, like have a small group. Yes, you’re probably going to have some faculty mentors. You’re going to have some preceptor mentors or maybe some classmates that can be your mentors, but also find some people outside of your normal circles that you can ask and be very truthful about. Hey, am I thinking about this the right way? So you do not freeze and you actually make that decision in the right way. And trust me, there’s more than enough decisions we make that are wrong too. So then you go back to those mentors and say, gosh darn it, like it didn’t work out. Well, what did you learn? 37:13 And if you don’t learn something from that situation, then you’re really causing yourself more problems. But you have to understand that even if the choice that you made doesn’t work out, there’s something to learn. And I even say I have that conversation with students when they choose their career paths. They sometimes feel like they’re taking a kind of a cop out by doing any work in certain areas of the profession. Like, no, there’s things to learn in those areas. Maybe put a time frame on it and make sure you have a right plan moving forward. And so, yeah, I do think have a right group of people around you. And where to find those, hey, you know what, there’s associations that can help connect the dots and make you find people that you may are not always familiar with. So that’s usually where I tell students also, like, get involved at the local district, regional level. There’s a lot of associations that way. Then you can get more comfortable getting involved at the state level. And then before you know it, you’re very well connected in the national level too. Sonja: That’s really good advice. Making sure you have a circle too of trusted people that aren’t necessarily in the field that you’re in, but can kind of relate to you on that level and can give good advice. I love that. I think that’s really, really good for people to know about. So who are three other state executives that you’re admiring or following and what are the three states that you’re following right now? Anthony: Oh my goodness. Well, I think most states right now, if we’re following anything related to PBMs, we’re probably all following our good friend John Vinson [https://www.linkedin.com/in/john-vinson-532a8210/]over in Arkansas. John is, well, I know he’s had some great predecessors beforehand and great engagement and so much positive happening for the profession over there. And partially as just a neighboring state, something that I’ve always known in our southeast region, our legislators tend to only listen and follow what’s going on in our neighboring states. So I am always doing my darnedest to follow John and he’s a great mentor and friend. Another great mentor and friend, I would say, well, can I do like, can I do two possibly in this regard? There’s a lot, there’s so many good state execs, but similar paths that we’ve taken, partially because I was working at the Iowa Pharmacy Association [https://www.iarx.org/] for several years in not the CEO capacity, but kind of the VP role. There’s other state execs that were in very similar paths and have ascended into the CEO role. And so I look at the Sara Sorum [https://www.linkedin.com/in/sarah-sorum-pharmd-cae-29273355/]s of the world over at the Pharmacy Society of Wisconsin [https://www.pswi.org/] and Jenny Arnold [https://www.linkedin.com/in/jennyriddell/] over in Washington State [https://www.wsparx.org/]. We’ve kind of followed, we’ve had similar career paths and it’s really great to see them doing what they’re doing and their associations. And it’s just amazing. And then, oh gosh, I feel like I’m going to forget people here, but there’s a whole group of great state execs. But I think one that I... there’s a couple states that I think are relatively new and how they’re having to bring people together. And I look at people like Ken Kunke [https://www.linkedin.com/in/kenneth-kunke-b2b7489/] in Nevada who really work diligently to really form Nevada’s [https://nevadapharmacyalliance.com/about/] association to a very meaningful organization. And there’s things he’s doing that I don’t know how I can even fathom doing some of those things when you’re building something almost from scratch. And it’s so amazing. I think, there’s people that have been doing this in associations that are well established for years and others that are fresh and learning as they go. 41:11 And it’s so cool to kind of see all of us learning from each other, empowering each other to do more. And yeah, so I’ll just say all 50 states. Can I say that? All 50 states. Sonja: Yeah, sounds right. So thank you so much for joining us on the podcast today. If a listener wants to find you, where is the best place to do that? Anthony: Oh, gosh, I’d like to sit here and say that I’m like really active on social media myself. I probably would say follow TPA on social media, and you’ll be able to find me that way. But I’m on LinkedIn [https://www.linkedin.com/in/atpudlo/], so easy to find me there. That’s probably the best avenue. And may not respond as quickly. Just say, look at where TPA is and you’ll figure out where Anthony is traveling around the state or the country or whatnot. Sonja: Super. Well, thanks so much again for joining us. Anthony: No, thank you so much. This is fantastic and appreciate everything you’re doing. Sonja: Thanks. Episode Summary In this episode of Script Your Future, host Sonja Pagniano sits down with Dr. Anthony Pudlo, CEO of the Tennessee Pharmacists Association, to explore his journey from pharmacy student to association executive. Anthony shares invaluable insights on developing leadership skills, building diverse teams, and creating sustainable impact in pharmacy associations. Anthony emphasizes the value of being a “lifelong learner,” staying curious, and remembering to “be a person first” while building a meaningful career in pharmacy leadership. Get full access to NCPA Foundation Newsletter at ncpafoundation.substack.com/subscribe [https://ncpafoundation.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

21 de ene de 2026 - 42 min
episode Question Everything: Why the Future of Independent Community Pharmacy Depends on Students Who Push Boundaries artwork

Question Everything: Why the Future of Independent Community Pharmacy Depends on Students Who Push Boundaries

Introduction Welcome to another episode of Script Your Future, the podcast dedicated to celebrating the next generation of pharmacy leaders and showcasing the incredible work happening in independent pharmacy across the nation. I’m your host, Sonja Pagniano, Executive Director of the NCPA Foundation, and I’m thrilled to bring you inspiring conversations with pharmacy students and professionals who are shaping the future of our profession. In this episode, we sit down with Emily Fisher, a PharmD candidate at the University of South Carolina College of Pharmacy [https://www.linkedin.com/in/efisher27] and a recipient of the prestigious NCPA Foundation Presidential Scholarship [https://www.ncpafoundation.org/presidential/] made possible through the generosity of McKesson’s annual sponsorship. Emily’s journey into pharmacy is anything but ordinary—from initially swearing off the profession despite her family’s pharmacy legacy, to discovering her passion for independent community pharmacy through hands-on experience. Her story is a testament to the power of keeping an open mind and following unexpected paths. Emily has made significant contributions to both NCPA and her local pharmacy community. As a summer intern at NCPA headquarters in Alexandria, Virginia [https://ncpa.org/internships-and-rotations], she worked on critical projects including revamping the NCPA Student Business Plan Competition [https://ncpa.org/business-plan-competition] and creating systems for board member visits to pharmacy schools nationwide. Her dedication to innovation, advocacy, and student empowerment shines through as she shares insights on everything from applying for scholarships [https://www.ncpafoundation.org/scholarships/] to developing an innovative mindset in pharmacy school. Whether you’re a pharmacy student considering your career path, a practitioner looking to mentor the next generation, or simply someone passionate about the future of independent pharmacy, Emily’s wisdom and enthusiasm will inspire you to think bigger and push boundaries. Interview Sonja: Welcome to the Script Your Future Podcast. I’m Sonja Pagniano, Executive Director of the NCPA Foundation, and I’m thrilled to be here with Emily Fisher. Emily is a student at the University of South Carolina College of Pharmacy, a PharmD candidate who is also a scholarship recipient of the NCPA Foundation. And she also completed an internship with NCPA that the foundation helps fund and has made significant contributions, not just at NCPA, but also within the student chapter work. So, we are very excited to have you on today, Emily, thanks so much for joining us! Emily: Thanks for having me, Sonja. I’m really excited to talk with you today. Sonja: Let’s start with your background. Do you currently work at an independent pharmacy and what drew you to the profession? Emily: So, I currently work for Prosperity Drug Company [https://www.prosperitydrug.com/]. It’s a local independent in rural South Carolina. We do traditional dispensing, long-term care, vaccines, and a few other services that really serve the community well. But it was my rotation, at the end of my P1 year, my community IPPE (Introductory Pharmacy Practice Experience) at Iva Drug [https://www.facebook.com/ivadrugs/] that really made me fall in love with independent pharmacy. 1:29: Getting to know those patients on a personal level and learning how to anticipate their needs was something that I just knew I wanted to be part of. So, here we are. Sonja: That’s terrific. So, you’re set to graduate in May of 2027, and you’re still relatively early in your pharmacy school journey, so to speak. When you decided to pursue pharmacy as a career, was that like a decision you made back in high school? Was that something you’ve known like your whole life? Where did that come from? Emily: I actually swore pharmacy off my entire childhood. I did not want to be a pharmacist. I thought it was boring. I thought you’d count by fives. My granddad, he was a pharmacist and owned a pharmacy in rural Wisconsin. And then my uncle was a pharmacist down in Alabama. But I just, I just, they always wanted me to do it and I just couldn’t bring myself to do it. So, I ended up going to school for chemical engineering and working in the pharmaceutical industry on quality, safety and assurance. So, also just so exciting work to do there, but I didn’t really enjoy my job, wasn’t very fulfilled. So, I left chemical engineering after my sister recommended I give pharmacy a chance. I started working at like a local chain and warmed up to the idea of pharmacy school. So… Sonja: Very cool. Yeah, so pharmacy like runs in your blood then! Emily: Yeah, even though I didn’t want it to. Sonja: Sometimes you can’t escape, but your journey is meant for you, you know? So you received a scholarship from the NCPA Foundation. Can you tell us what that scholarship has meant for you and how it’s helped? Emily: Yeah, the presidential scholarship [https://www.ncpafoundation.org/presidential/] from the foundation, it has been fantastic receiving that. It’s allowed me to continue pursuing my education, obviously. 3:30: But I think what really matters most to me about that scholarship is the vote of confidence that it gave me because I was awarded a scholarship [https://www.ncpafoundation.org/scholarships/] from the foundation that a group of independent pharmacists really saw what I wrote, saw my submission, and said, wow, we recognize you as a future leader in this profession, and we want to see you succeed. So without this scholarship, school would definitely be a little bit more difficult to get through, but it’s really just the confidence that it gives you to keep on going, knowing there’s people in your corner. And the NCPA Foundation also has plenty of other programs that I have been able to be part of that have also really benefited myself through pharmacy school. I think the first program I did was the Pharmacy Ownership and Leadership Academy [https://pharmacy.uams.edu/current-students/activities/pharmacy-ownership-and-leadership-academy/] down in Arkansas. Yep, in collaboration with the University of Arkansas. And that was fantastic. And then I did the pharmacy ownership workshop [https://ncpa.org/pharmacy-ownership-workshop]. And that was another fantastic program. So, it’s like, you dip your toe in and then like it just keeps going. Truly a great opportunity. Sonja: Well, I’m glad you’re able to take advantage of those opportunities and do school at the same time. I know you guys juggle a lot with everything you’re learning and doing. So being able to take advantage of programs and doing school, I think that’s tremendous. And we really recognize you guys going above and beyond. Like you said, like that’s what that presidential scholarship is all about. recognizing those students who are really taking the time outside of their studies to develop as leaders in the profession. They’re also investing, right? You’re investing so much of yourself into the profession already. And that’s why that scholarship is so important, too, for us to recognize that. It’s like the little bit that we can do. We know there’s tremendous amount of student loan debt out there, and I wish we could cover the full thing for everybody. But that is a future dream, I guess, for us. So, for students who might be listening, who might be considering applying for an NCPA Foundation scholarship [https://www.ncpafoundation.org/scholarships/], what advice would you maybe give them about the application process, ways that they can develop, right, like taking advantage of these programs, things like that, to be able to qualify for one? Emily 5:31: I mean, I would just say put yourself out there. You’re gonna-- I know that I have always felt very unqualified to apply for anything that I’ve applied to, but I did it anyway just because it’s like, if you don’t tell somebody that you want an opportunity, you’re never going to get it. The worst that they can say is “no”. And you’re probably more qualified than you think because no one else is asking either; so you might as well put your hat in the ring. Often times as students we feel like we don’t belong or we compare ourselves to another student and it cheats us out of an opportunity that we could have. So really just. Take the time to think deeply about what you want to do with your career and find the organization that lines up with that and for me it was NCPA. And that has just been really invaluable my entire career. So I would encourage every student to just go for it. Sonja: That’s great advice. Yeah. Say goodbye to that imposter syndrome. I think Jay Phipps on a previous podcast [https://ncpafoundation.substack.com/p/fight-flight-or-freeze] kind of mentioned that too, where he’s like, you know, if you don’t believe in yourself and you don’t advocate for yourself and you don’t show up for yourself, no one else is going to do that for you. And so, you’re right. You’re right. It takes a lot of confidence in putting yourself out there. Emily: And honestly, like, sometimes you just gotta fake it till you make it. Like, for me at least, I’ve definitely lived by that. Fake it till you make it, and then one day, like, you’re exactly where you wanted to be. So it all works out. Sonja: I love that. So… beyond the scholarship, you also did an internship with NCPA. Can you tell us about what that experience was like? What is something you learned during that experience that surprised you? Emily: Yeah, my internship over the summer was probably my most memorable and favorite experience throughout pharmacy school thus far. I’m from a small town and going to DC because I was in person in Alexandria—so going to DC was like mind blowing to me, not just the work, but like the place itself… I remember, I think it was my first or second week, I had to go to Capitol Hill and I just remember texting one of the staff members and being like, I’ve been on the metro for an hour. I am in Baltimore. Like, I don’t know where I am. So I learned a lot about myself and my lack of direction sense- and Google Maps. But I’m really good at the metro now in that area. Outside of the personal development, there was, of course, a lot of professional development. I got to meet some fantastic pharmacists and non-pharmacists on staff at NCPA. And they support the mission of NCPA and just the profession as a whole in a way that I don’t think is recognized often or students or pharmacists don’t even realize that we need, but they’re doing it. So, shout out to the NCPA staff. When it comes to kind of what I was doing day-to-day, I learned a lot about the importance of sustainability during my time with NCPA. The progr-NCPA as a whole is very robust as an organization. They are doing everything and anything to keep independent pharmacy alive and thriving. And so, I learned the importance of creating processes and making changes that would outlast my time at NCPA and also serve the membership in a way that’s meaningful and actually makes a difference. So, I believe that kind of applies for more than just the foundation and NCPA, like that applies to all of independent pharmacy. Sonja: Absolutely. Emily: Yeah, we need sustainable changes that last in our profession, especially in business for our communities. So it’s there far past the time that we are. Sonja: That’s a big part of why we’re starting to dip our toes into succession planning. Because again, it’s like, yeah, you’re doing the day-to-day stuff, but like, what if something happens to you? Like, what if something happens to your family? Who’s going to take that role on next? And do they have the resources and the operational setup, right, to be able to take it on and keep going from there? And so to your point, like doing all of that legwork on an administrative side is so crucial, like even in pharmacy. It’s like, if you’re gonna run a business, you also have to have a plan in place…if something happens to you, what happens to your business? And I just think that’s a lot of students don’t even think about, right? Because when you’re a student, like you’re just kind of focused on like right here, right now, I just, I got to get through this and then I got to get to my next thing. I got to get a job. I got to make money. But then you get to a place where you’re like, okay, but like now I need to like plan long term… And so I think those kinds of experiences, I’m really impressed that you got that out of the internship experience, right? It’s not a very long internship. It is pretty condensed. They kind of fire hose you with all this stuff. Emily: They do. Sonja: I think it’s wonderful that you got that experience out of it. And I think that will really serve you well long term. Some of your work, too with the internship focused on the student business plan competition. Can you walk us through kind of like what that project entailed? And maybe there were some other projects you worked on too that you want to talk about? Emily: Yeah. It felt like there was a new project every day. It is like a fire hose, but in the best way. The business plan competition was my most… long-term project that I worked on at NCPA and one of my most favorite. Being trusted with like that historic of a competition was really meaningful for me. But the gist of what we were doing was—I competed prior in a local business plan competition that models NCPA’s because my school, you could compete locally and then win that and then you can submit to nationals. Sonja: Oh okay- wow I didn’t realize that. Emily: Yeah, it’s a little competitive at USC. So, I did that. And it was a train wreck. I knew nothing. The first year was not good. But I learned a lot about the process of creating a business plan. And in looking at the current rubric and resources, I felt like it was a great baseline, but there was more we could provide students with when it comes to guidance. So, we did a focus group of past participants, graders, board members, just different stakeholders and got their feedback and kind of created a history of the competition because that didn’t really exist. And we refocused the competition to focus more on innovation and providing communities with what they need rather than what is expected we provide them. Because those are two very different things. Like you’re expected to fill prescriptions, give vaccines, have an OTC section, but what the community needs, they might not even know that they need it. So, we really tried to realign the rubric with that idea as well as focusing on that service-based model rather than a products-based model. Because as pharmacists, like, you’re really equipped to do so much more than you’re doing clinically. And I guess the gap is that we’re not getting paid to do those things. So of course, the business plan is at the end of the day, an academic exercise. And, you know, you can make things up and it’s like, oh, we’re gonna get paid to do this and this. And in the real world, that’s not how it is. But it’s a great way to start and get students thinking, how can we make a change and advocate for us to get paid for those services in a meaningful way? But that was a fun project and took a lot of work, but I’m excited. We’ll be releasing all of the new content in like a week or something. Look out for that. Sonja: Amazing. Thanks so much for doing all of that work on that project. I know it was very much needed and your expertise and insights, right? As someone who’s gone through it through your own local school and then like at the national level, I just think that brings tremendous amount of value to us too, like getting that perspective from people who actually live it and do it right is also really important. So thank you so much for all that work you did on that. Emily: Yeah, it was a great project. Can’t wait to see this year’s participants. The other project I did that was a favorite for sure and was a little last minute, but it was good—we had a board member, well, the past president, Jeff Harrell [https://www.linkedin.com/in/jeff-harrell-a9670510], he had kind of given a task to NCPA that he wanted to start board of directors visits at different colleges of pharmacy. Sonja: Oh yeah. Emily: So, the trouble with it was how do we organize this in a way that is like efficient and makes sense and every school is getting a board member. So, I got to create software and kind of figure out a way to make that matching process work and easy for students to navigate on their end too. And the most rewarding part of that was seeing it start to finish, like seeing it from here’s this like idea, we kind of know what they want, but we don’t really know what they want to like, here are some actual visits that happened in the fall, so that was really cool to see. We had Ashley Moose [https://www.linkedin.com/in/ashley-moose-1971b89a] come to the University of South Carolina. And that was a fantastic visit. We only had probably 18 to 20 members when she came. But after she had come, we had 35 plus people come to meetings. Sonja: Okay, so it was really successful in increasing visibility. Emily: Yeah, it really showed a lot of visibility for independent pharmacy and got our student body excited. And most of those people that showed up weren’t even members of NCPA. So which I think is a good thing. Sonja: I think so too. Emily: But I know right now there’s for a lot of students, there’s this sentiment of like, I need to do a residency, I need to do 2 years of clinical residency, I need to go to the hospital. And that’s very valuable and important that we have those students and those pharmacists that pursue it. But it’s important that we also have the students that are on the front lines of their communities caring for them. And it might just be filling prescriptions, but in my brain, it’s not. You’re a pillar of your community and you’re really doing a lot. So having the board members kind of push that more in the colleges has been really great to see. Sonja: Yeah, I recently went to my independent pharmacy because my son needed a prescription. And I mean, they sent it over, right? You’re in the doctor’s office. What pharmacy do you want? And you tell them. But she called me on like a Sunday afternoon and was like, hey, I just want to make sure that you don’t need this prescription like right now because I could like run it to your house if you need it right now. And I was like; this is the difference. Like this is what frontline independent community pharmacists are and do. Like no way would a Rite Aid or a CVS or a Walgreens or even like Meijer or Kroger or whatever pharmacy, call me up on a Sunday and be like, Hey, do you need this prescription? I’ll drop it off to your house. So… I agree. And I think a lot of people, if they aren’t exposed to independent community pharmacy and they are pursuing pharmacy as a like career, they don’t understand like what’s possible either. Right? And so I think there’s so much value, like you said, to what NCPA is doing on so many fronts, so much value to making sure that all of these higher education institutions understand that there’s still value to becoming an independent community pharmacist and that we continue to lift up and support the profession in that way. So it’s really great to hear you say that. Emily: Yeah. And you know, like you don’t see one thing like I tell classmates and everyone in my class, I’m insane because I’m just so like in it for independent pharmacy. But like the CVS, the Walgreens, the Rite Aid of the worlds, they’re not going to be in a rural area for the most part. Some will, but they end up leaving rural areas first. And that is where we have such a great opportunity as students to come in and open our own independent pharmacies or backfill and create an opportunity for patients to have that care. Sonja: I completely agree. I think that’s really the sweet spot for future for independent community pharmacy is focusing on those rural areas as like the areas that we specialize and dominate in. And that’s not to say there’s not value in having an independent community pharmacy in a metro area or suburban area. It’s just the things that an independent community pharmacy can do in a rural community to support even other rural communities, right? So if you’re here and there’s like four other communities around you, like you’re serving all those communities, like these people will drive an hour to you. So… I think there’s a lot there. And that’s part of why we started the Rural Pharmacy Ownership Accelerator [https://www.ncpafoundation.org/ruralpharmacyownership/], because we started to see that pattern. Like we’re seeing so many independent community pharmacies in rural communities that are doing really well, honestly. Like, their business is doing well…. Emily: Yeah, my boss just opened a second one in another rural area. Like, the reimbursement’s higher because there’s no one out there, and the patients are just so grateful and excited to be part of their care. Sonja: You get way more support, like, because you are so integrated into the community then. You’re not just another pharmacy. Like, you’re THE pharmacy. Emily: Yeah, truly, you are. There’s no one around. But yeah, so another thing that I want to make sure we say on this podcast, because I was so thrilled to read this, this year. So Drew Register [https://www.linkedin.com/in/drewreg], NCPA’s Director of Student Affairs, said that you brought an impressive blend of independent pharmacy experience, business acumen, and technical expertise. And I just think that is such high marks, okay, coming from him. That means like you really went above and beyond for NCPA with the work you did, and he really sees everything you’re bringing to the table, right? Where did you develop those skills? Like, does that just come naturally to you to be excellent like that? Especially like the business side of things. You mentioned, right, that you’ve got some of that pharmacy ownership in your blood and pharmacy. And so… I am curious to hear kind of where some of that comes from and what students can do, right, who are on their journey to pharmacy school to also develop those skills. Emily: Yeah, that’s really nice of Drew to say he’s a sweetheart. I really enjoyed working with him over the summer. When it comes to where those skills come from, I guess it’s just a mix of a lot of different opportunities I’ve kind of stumbled into when it comes to technical expertise. I mean, I was in engineering for a while, so lots of these boring math programming classes that no one wants to take that I suffered through. So that’s given me a leg up that I didn’t think that I would ever need in my career. And also my dad, he was like a systems administrator for our county and we would just talk computers every night he came home from work. So he kind of gave me that itch to learn about computers and stuff. And that’s been really helpful. As for independent pharmacy experience, I think the best experience I’ve had is just working. I started out at a Kroger and then I went to Blythewood Pharmacy [https://www.blythewoodpharmacy.com/home/?utm_source=google&utm_medium=local&utm_campaign=localmaps&utm_content=4225505], another local independent. And then I was like, oh, I’m going to try the hospital. And then I went to the hospital into compounding and then back into independent because I was like, I can’t do this, like no patient care thing. That was really enjoyable getting to work. You just see firsthand the impact you’re making and like, that helps with also the business acumen side of it, because like when you see you’re underwater on every other prescription you submit, it gives you the drive and the passion to want to make a change. So, seeing that is what got me to compete in the business plan competition originally. And that was like the first baby step and it was a train wreck. I didn’t know what I was doing. And then one of the judges was Schwanda Flowers [https://www.ffb1.com/lender-details.html?cId=49278&title=schwanda-flowers]... …From POLA [https://pharmacy.uams.edu/current-students/pharmacy-ownership-and-leadership-academy/] [Pharmacy Ownership and Leadership Academy]. And she’s like, you need to apply to go to POLA. And you need to come learn how to do this the right way. She said it very nicely, but went to POLA, kind of dipped my toe in there. And I actually met Summer [https://www.linkedin.com/in/summer-roesch/], another Student Leadership Council [https://ncpa.org/student-leadership-council-roster] member who encouraged me to apply for SLC. So, then I applied for SLC and that opened the door to the ownership workshop [https://ncpa.org/pharmacy-ownership-workshop]. And things just kind of kept compounding on one another. That really helped me flex that business muscle, I guess, learning different financial components. But for the students looking for the first step, I truly do think it’s getting a job and working. John, the current owner, the owner of Prosperity Drug [https://www.prosperitydrug.com/meet-our-pharmacists] that I work with, when I first started, he and I would close the store at the end of the night, and it’s slow the last hour. And so we would just talk, like, I would just pester him with questions about pharmacy and school and finance and drug ordering and anything I could think of and that—that was some of the most valuable insight I’ve ever gotten into pharmacy business because he’s been doing it so long and he’s such a leader in his field. So really finding that mentor and that person is like the best thing you can do for yourself in this area. Sonja: For sure. And I think your journey is so good because it is just a natural flow of like, I went and did this and then that led me to this. And then I went to this and then that led me. But you’re open to those experiences. Like you’re willing to say, yes, I will try that. And thanks so much for telling me about this, you know? And I think that’s another thing for students to remember is to be open to those connections and experiences and say yes. Say yes, you’re all right. If it’s a train wreck, it’s fine. If it leads you to something else, you know, that’s also helpful. So, you mentioned in your reflection that innovation isn’t something we’re explicitly taught in pharmacy, but this internship equipped you with tools to become an innovator. Can you expand on that a little bit? What does innovation mean to you in the context of pharmacy? Emily: Yeah, that’s a really good question. So, I guess for me, innovation within pharmacy in particular means kind of seeing beyond the way things have always been done and imagining what care could look like. And that’s a great thing to have that like foresight of what innovation should be. But ultimately, you need action behind those thoughts and those words. So, you have to have the confidence and you have to build the skill so then you can actually go implement it because words without action truly mean nothing, especially in this profession. So, seeing those gaps in care and finding an innovative way to create a system or a service or something that is serving other people and then getting paid to do it, which is a really, that’s the hard part is getting paid to do it… In school, we’re taught, you know, a lot of clinical knowledge, taught the guidelines, we’re taught basic workflow, we can work up a patient really well by the time we graduate. And that is super important. But we’re not, I don’t, at least for me, I don’t think we’re explicitly taught how to identify those unmet needs in our communities. And the first step is identifying the need, but the second step is doing something about it, right? And that internship that I did over the summer really changed that for me. It really allowed me to go from this like, oh, that sucks that this exists the way that it does to, oh, this exists in a really not great way. What can we do to fix it? So having the room and the tools to be able to see a problem and then ask for help from someone who’s an expert or who points you in the right direction to get help is just really invaluable. Sonja: Yeah, that’s tremendous. And like you said, there’s innovation, like there’s all kinds of things we can do. But is it actually something we can take action on or is it a dream? And I think that that’s where sometimes people get lost because they think it’s all dreams, but it’s not true. Like what you said, there are things you can actually do that are innovative, that you can take action on today. Like you can do it right now. It’s just a matter of seeing those opportunities and understanding how to look for them that I think sometimes… especially with how much pharmacy has been beat down for so many years, people struggle then to see the light at the end of the tunnel kind of thing of like, oh yeah, this is something I can do and this would actually work. So… I hope we have more and more pharmacists like you coming up to kind of help… Emily: Thank you. Me too. Sonja: To move the profession forward. And then, yeah, tell me a little bit more about innovation you’ve seen at Prosperity Drug or any independent pharmacy you’ve worked at that has excited you, that has kind of inspired you for something you might want to implement for your own pharmacy in the future? Emily: Yeah. One really like cool need I guess I’ve seen at Prosperity is a lot of GLP-1 usage. You know, that’s all the rage right now, I guess, if that’s how you want to say it. But a lot of people are using GLP-1s and they’re really helpful. But of course, there’s like side effects and different monitoring parameters that go with those drugs. So Prosperity started a, I guess like a GLP-1 visit, like a wellness visit that patients can come in, they can get their blood sugar, their A1C, their height, their weight, their blood pressure, just various different labs that we can do in the pharmacy and then give them a sheet that has everything on it with an explanation and also fax that over to their doctor. So, they’re not the only one that knows like my blood pressure’s in range. That’s great. But your doctor should probably also know we just checked your blood pressure. So, it’s also just creating more collaboration within the community space while, you know, making the patient more of an active participant in their healthcare. I mean, I think before I was in pharmacy school and I didn’t really know about this world very much, it was a lot easier to go up to the pharmacist and ask a question than the doctor. I don’t want to pay $80 to go talk to my doctor. Sonja: No, for sure. Emily: I can go up to the pharmacist. Sonja: Wait an hour for the doctor to come in the room to even talk to you for 5 minutes. Emily: Yep. And fill out, you know, 10 pages of paperwork that are unrelated. Yeah, I don’t want to do that. But that’s been a really cool program that we’ve started and it’s gained a little bit of traction. It’s interesting to see because the patient, it’s very new to the patients, right? Like it takes a lot of time for them to get used to the idea that I can go to the pharmacy and get labs, some labs done. Like that’s new, that’s different. So it’s been really cool. But one thing I did see at, what pharmacy was it—was out in Missouri, but we were talking about it while I was on my internship and it’s popping up a lot and that’s community health workers. Yeah, that really excites me. And they’re not gaining quite a lot of traction in South Carolina yet, but I think that they’re going to play a lot bigger of a role in our profession than the average person might think. For those that don’t really know what they’re about, I will try to explain it, but I’m not the expert. 28:27: I think of them as like the quarterback of the pharmacy, like the pharmacist and the doctor designed the game plan for like medication use, follow up diagnosis. They’re making the care plan. But the community health worker is the one that’s addressing the non-medical barriers that derail that pharmacist and provider care plan. So, they’re the ones that are stepping in when it comes to like food insecurity or you know, I didn’t get a paycheck this week, or I have to drop my daughter off at school, and I always forget to use my insulin before. You know, they’re the ones that are kind of stepping in in the areas that pharmacists are equipped to deal with, but we don’t have the time because we’re doing more clinical work. So, ultimately, it’s going to lead to more well-rounded care. So, I’m really excited to see what comes of that as time goes on. Sonja: I am too. And I’m seeing more and more states start to recognize community health workers as the providers that they are. Again, like to your point of like, we also need to get paid for the services. We can’t just have community health workers giving services and not compensated. So, some of our grant work, and I know NCPA’s grant work that we’ve been getting in has been focused around that, trying to elevate that in all kinds of different states. That’s some of the work we’ve done in North Carolina is trying to get more community health workers in pharmacies, making sure that they’re compensated then also for the care that they’re given. And it’s amazing how much they can do and then how much that alleviates for the pharmacist and the pharmacy. So, to your point, I think we’ll see more of that too, I think over time, even in the long-term care space, because we want more people to be able to age in place. And you can’t really do that if you don’t have support that’s consistent. And a community health worker can provide that kind of support. Emily: Yeah, it’ll be interesting to see what comes of it. Hopefully all good things in the future. Sonja: I think so. So how do you think pharmacy students can start developing an innovative mindset even before they graduate? Emily 30:30: This is such a good question. And I think it’s really personal to each person and what they want individually. It really also depends, I guess, if you’re, if we’re looking at community pharmacy, we’ll be a little bit biased in that, and you want to have an innovative mindset, I think it really starts with getting involved and surrounding yourself with people that are going to push you to be innovative. Like don’t surround yourself with, I guess, the people that are getting comfortable. Yeah, you don’t want to be around people who are just accepting things for what they are. Oh, we got, you know, reimbursed MAC minus 10%. It’s okay. That’s how businesses go under. That’s how pharmacy doesn’t do well… 31:25: So don’t be that person, like question everything continuously. And you might feel bad for doing so. But even if it’s like-- if you’re in school, and even if it’s a guideline, like I’ve been that student, like, Where’s the guideline coming from? Who’s making that decision? You know, even if it’s “the norm. It might be an old decision. Sonja: It might be an old decision that does need change. Emily: Yeah, exactly, So just, I would say be curious and question everything. And with those questions, you’re going to become really motivated to teach yourself when you don’t get the answer you want. So it sounds harsh, but it’s just honest. 32:01: You know, if you want to be an innovator, you kind of you’ve got to push the boundary, whatever that looks like in the area you want to pursue. Sonja: I love that. That’s really good advice, Emily. Is there anything else you want to share to our listeners before we go? Emily 32:29: I would just say keep pushing yourself to get involved in NCPA, of course, start with your local chapter, ask about opportunities you can be part of. And anytime a door opens, just walk through it. That’s what I’ve been doing and so far so good. So, you know, just keep trying your best. But thank you for having me. Sonja: Thanks for coming on the podcast. And where can people reach out to get in touch with you if they want to follow up? Emily: Yes, you can actually go on the NCPA website under the Student Leadership Council [https://ncpa.org/student-leadership-council-roster]. We all have a profile and all my contact information is on there if you need anything. Sonja: Perfect. Awesome. Thanks so much. Emily: Yeah. Episode Summary In this inspiring episode, Emily Fisher shares her unconventional journey from reluctantly rejecting her family’s pharmacy legacy to becoming a passionate advocate for independent community pharmacy. After finding chemical engineering unfulfilling, Emily discovered her calling through a pivotal P1 rotation that revealed the power of personal patient connections. As an NCPA Foundation Presidential Scholarship awardee, she emphasizes how the scholarship provided not just financial support but a crucial “vote of confidence” that she was recognized as a future leader—encouraging students to overcome imposter syndrome and apply for opportunities despite feeling unqualified. During her transformative summer internship at NCPA headquarters, Emily revamped the Student Business Plan Competition to focus on innovation and service-based models and developed a successful board member visit program that nearly doubled student engagement at her school. Throughout the conversation, Emily challenges the profession to value student contributions, question outdated norms, and push boundaries. She advocates for emerging innovations like community health workers and urges students to surround themselves with people who inspire change rather than accept the status quo. Her closing message is simple but powerful: get involved with NCPA, walk through every door that opens, and never stop questioning everything—because that’s how pharmacy’s next generation will drive meaningful change. Get full access to NCPA Foundation Newsletter at ncpafoundation.substack.com/subscribe [https://ncpafoundation.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

18 de dic de 2025 - 33 min
episode Follow What You're Good At artwork

Follow What You're Good At

Introduction Prior to launching Union Pharmacy [https://unionrxs.com/], Dr. Xiaoyan Qin, PharmD, spent 15 years as a pharmacist and pharmacy manager for a national chain. Driven by a passion for patient care, but frustrated with corporate metrics that limited care, she often wondered to her husband, Dr. Jeff Gruneich [https://www.linkedin.com/in/gruneich?miniProfileUrn=urn%3Ali%3Afs_miniProfile%3AACoAAAEbkTcBUdhDMpxYOO5JGZWCi5nwkQSa540&lipi=urn%3Ali%3Apage%3Asearch_results_generic_index%3B45b52b67-75ca-46c6-adfe-098d9a5ba5a9], PhD, What if I could do this differently…? Complementing Xiaoyan’s detailed understanding of pharmacy finance and operations, Jeff’s background as a bioengineer, biotech entrepreneur and technology and product management at IBM, Roche, and MathWorks, rounded out a unique toolkit for pharmacy innovation. The question became more focused: What if the patient-pharmacist relationship formed the core of the business and everything else supported that mission? What followed was a leap into independent pharmacy ownership that would test their partnership, push them to innovate during a pandemic, and ultimately lead them to create SimpLED [https://urldefense.proofpoint.com/v2/url?u=https-3A__rxsimpled.com_&d=DwMFAg&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=2AelidPc8fJJ5lI5FrJmHoO_OyQwNRlMn4bN0hF-2Q8&m=MZggCMabIVPgn1qeupqlymln8Eiw7sVhJAwfY3yOsjmcGVpPqGPZdpH1YScqrYm-&s=4wB-PPXKtJk2RM6RpmLm88cM8_Wya6dO0Vgrd0gP05E&e=] - a pharmacy will call solution that’s now available to help pharmacies across the country. In this episode, Dr. Qin and Dr. Gruneich take us through the journey from opening the first Union Pharmacy location in July 2019—just six months before COVID-19 changed everything—to now operating four successful locations in the Boston area. They share how necessity became the mother of invention when they couldn’t find an affordable will-call system that met their needs, leading them to develop SimpLED [https://urldefense.proofpoint.com/v2/url?u=https-3A__rxsimpled.com_&d=DwMFAg&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=2AelidPc8fJJ5lI5FrJmHoO_OyQwNRlMn4bN0hF-2Q8&m=MZggCMabIVPgn1qeupqlymln8Eiw7sVhJAwfY3yOsjmcGVpPqGPZdpH1YScqrYm-&s=4wB-PPXKtJk2RM6RpmLm88cM8_Wya6dO0Vgrd0gP05E&e=], an automation tool that’s transformed their operations and enhanced their customer’s pharmacy experience. This is a story about listening to your community, playing to your strengths as partners, and refusing to accept “that’s just how it’s done” as an answer. Whether you’re considering pharmacy ownership, struggling with operational bottlenecks, or simply looking for inspiration on how to stand out in today’s competitive landscape, Dr. Qin and Dr. Gruneich’s practical wisdom and innovative spirit offer valuable lessons for independent pharmacy owners everywhere. Interview Sonja Pagniano: Welcome to the Script Your Future podcast, as we gear up for the upcoming NCPA Convention [https://ncpa.org/annual-convention] we are excited to bring you Xiaoyan Qin, a pharmacy owner from Massachusetts [https://belmontvoice.org/belmont-to-welcome-union-pharmacy-a-personalized-alternative-to-big-chains/] with over two decades of pharmacy and pharmacy manager experience, and Jeff Gruneich, her husband and tech afficionado. Jeff brings a background in technology, marketing, product management, and sales, as their pharmacy locations grew, so did his involvement in supporting Xiaoyan’s pharmacies. Xiaoyan and Jeff - welcome to the podcast! How are you guys? Xiaoyan: Doing good. Jeff: Glad to be here. Thank you. Sonja: So tell us a little bit about where you guys are located so that people have kind of an idea of the spot in Massachusetts that you’re in.Xiaoyan: Yes, my name is Xiaoyan, I’m the owner of Union Pharmacy [https://unionrxs.com/]. I’ve been working as a pharmacist for 20 years. Currently, we have four Union Pharmacies located at the Newton Center, Newtonville, Meaden, and Belmont. So, pretty much like outside of Boston area. Sonja: Great. Xiaoyan, take us back to 2019, when you opened your first pharmacy, maybe even a bit before, because I know you were working in chains and that experience can be much different. What shaped your vision for what the pharmacy would become from your time there?Xioayan: As a pharmacist, I always want to build a very trustable relationship between pharmacists and the patient. So when I worked at big chain, I feel this mission is kind of hard to achieve. And then says [to Jeff], you know, I feel I can’t accomplish the mission I want to accomplish when I work at the big chain. What do you think? You know, do you think that we can afford to open a pharmacy? Jeff: Yeah, I mean I think so. To give a little bit of background about myself, Xiaoyan would come home, we’d talk about pharmacy since she graduated, her PharmD degree. And during that time, I was basically working for technology companies in a global sales role for IBM, as an entrepreneur in stem cells, and as in a couple of other technology companies and product and technology marketing. And we would have these conversations about how do I, I feel like I’m sort of… controlled by the corporate system to hit all these metrics, which are useful, but I think I can do better if I really prioritize the relationship that I have with a customer. And one at a time, I’m helping that patient one at a time. And you know, she’s got a background of entrepreneurship in her family. And I had kind of taken several years in entrepreneurship and she was a stable one. And you know, she’s got a background of entrepreneurship in her family. And I had kind of taken several years in entrepreneurship and she was a stable one. And it looked like the right time to sort of jump around 2018 for us to switch roles and for me to be the stable one in the sort of corporate world whilst we hopped into entrepreneurship and started the first location in actually July of 2019 was when the doors opened.Sonja: Okay, so Xiaoyan, tell me what made you confident enough then to expand from one location to several others? You guys have four locations right? So, like what had to be in place for all of that to happen? Xiaoyan: First thing you need to have… what you focus on and then your team need to all agree on the same vision is - patient, pharmacist, relationship, as I mentioned before. So you have a good team and then you need to have a good like workflow. You also need to listen to your customer what they want. So once you have all those core elements in place, and then you, then look at the market, and then where you lead to. So that’s why we, after two years on Newton Center location, we expanded to Newtonville location, which is about 15 minutes drive away from the Newton Center to take care of another side of the Newton area residence. After 2 years, that’s the Needham location we opened up. And another year is in Belmont.Sonja: I feel like that’s a lot of pharmacies in a short period of time. How did you guys go about doing that? I feel like there has to be a lot of rush and excitement in what you guys are working on for that to be happening. Xiaoyan: Yes. Yes, that’s lots of hustle. And also… Jeff: I think we have to go back in time to 2019 and what was happening in 2019. Sonja: Oh- yeah. Jeff: The first location opened in July and we basically had six months to run until COVID hit and I think the way that I got the most involved with her at that point is I was really looking at financial details every day. Are we on plan? Are we hitting what we need to? Are we - are our purchase costs in line with something that lets us operate? You know, are there other products we can offer? And from the very beginning it was listening to what your customers are asking for and trying to give them what they’re asking for. And that took us into, I’d say, the beginning of COVID. And COVID just put a lot of stress on the business. I think COVID kind of gave us the chance to innovate very quickly in a way that wouldn’t have happened if we didn’t have COVID, right?Xiaoyan: Yeah. Jeff: Like, take them back to that was happening in 2019.Xiaoyan: So I think that because, because I’m Chinese, I have a relationship with wholesale in China. I’m pretty much the first pharmacy that have a masks. So we sell some, we donate some. That’s really open up our door to all the customers.Jeff: Yeah, I think we could see, we were looking, it’s my background in biotechnology, we could see COVID was gonna overrun and overwhelm the US. And so, what do we need to do to prepare for that? And, you know, working with some friends, we literally stockpiled probably 100,000 masks. We started providing, I was looking around for, you know, 40 liter gallons or 40 liter bottles of ethanol. We were compounding ethanol.Sonja: Oh my god, haha. Xiaoyan: Hand sanitizer. Jeff: We were hustling at that point, because the community needed us. We were friends with the Mayor of Newton. And at that, basically, essentially at that point when things started to shut down, then I think it really sharpened our, you know, our senses into how do we take care of people the best. Xiaoyan: And really plugged us into this community. Jeff: So for example, another thing that we did was we listened really carefully that we needed to have a vaccine, I mean, a diagnostic test that was prior to the diagnostic test. So we reached out to a company in Cambridge to be a really early channel for them to do their CLIA-based diagnostic tests. So we had lines of people out the door trying to get tested to see if they had COVID or not, for example. 7:45 And that also showed that we’re going to listen to what is needed and where our community wants and try to give them that the best that we could. Sonja: Something that I’m hearing as a thread in this is that you guys are really good at connecting, like connecting different supplies to different issues, to the different needs of your community…connecting resources in your community to each other so that patients have access to something new and necessary, especially in a moment, you know, where it’s like a crisis. I think that’s so exceptional for independent pharmacy owners to do. And I think it’s what makes it unique, right? Xiaoyan: Yes, I think the difference between us and with big chain is we always listen to our customers and then we also, you know really plug us in into the community. 8:58 I think the pharmacy actually create a community. That’s why we, you know just do so many amazing thing is to just make sure our community is healthy and then the healthcare is accessible to all of us.Sonja: How do you two balance the partnership then between like an entrepreneurial vision and operational execution? I think it’s so difficult because entrepreneurs often tend to be visionaries. They also are very creative in how they solve problems. But there’s a lot to say for like having consistency in operations and staff like to depend on that kind of consistency. So how do you balance that? How are you guys partners in that? Tell me a little bit about that. Jeff: Yeah, I mean, I would say Xiaoyan obviously understands the pharmacy world extremely well. She is very, very fast in the store. You know, she knows all aspects of the business. She knows how to deal with patients really well. She knows how to help them with their insurance. She’s great at working with physicians and suppliers. And I think the place where I sort of compliment that is either getting deeper into the details of a complex problem that she doesn’t have the bandwidth to look at or thinking more strategically about what do things look like six months to twelve months down the road. I think that’s how they complement each other well.Xiaoyan: I think that we make a dream team. Like I’m good at something. And then like when Jeff’s good at those details, it’s not really I do that, like other computer wise, right? And then I think we make a great team and we listen to each other and then we respect each other. Jeff: Yeah, I mean, I think it’s not easy to start a location from scratch, especially in the early parts where you’re kind of wondering, you know, is this location going to turn around and we’re going to be making more than we’re spending? And so in that point of time, when you’re kind of at the bottom of your curve, you should have a financial plan. Like how long is it going to take me to get this business to turn around? What’s going to be my lowest point? Like am I capitalized properly that I know I’m not profitable yet, but on my own track to turn that around to get to profitability and be patient with that. And things aren’t going to work the way that you want. Maybe your finances aren’t quite the way that you want, or you have time demands or making work-life balance trade-offs between who’s going to take the kids to a practice.Sonja: Oh, sure. Jeff: Just sort of the ability to sort of change up roles as needed and be okay with that and a little bit forgiving of each other because the big picture is there. You just tactically, you have some issues you need to work through and it might be a little bit messy and that’s, you have to be prepared for that. Sonja: But I think that’s a big part of entrepreneurism. It is messy. It’s not just a clean, like, this is what I’m doing, this is it. I’m sure every day is probably different. So let’s talk about your will call product, SimpLED, [https://rxsimpled.com/] that has generated some excitement. What problem were you trying to solve with it when you developed it? Xiaoyan: The problem is, I can’t find the bags. Haha - I don’t know… in a pharmacy, you know, imagine, I have lines of people coming for vaccines, a line of people coming for pickup. And then oftentimes, is the patient, they don’t feel the same day. Sometimes, after two days, doctor calling another prescription. So, they are in the different location, different bags. So, when people come in, I need to look in for alphabetical order to find the bag. You know, if you can’t find the bag in front of that patient, that’s bad. So, I need to find the solution is how I can consolidate all their bags in one location. And then, how quickly we can locate that bag? This is my major task, and I need to fix that will call lane, so everything goes fast, people in and out fast. Sonja: So then, you guys created SimpLED? Xiaoyan: We looked, I couldn’t find any solutions in my budget. Sonja: Okay. Xiaoyan: Jeff, I said, this is my budget, and can you find something for me? And Jeff find a bunch of companies, they all, how many times, 10 times…? Jeff: Well, not 10 times, but it definitely more expensive than….Xiaoyan: I cannot afford. Jeff: Think about what the problem is worth is how much time does it cost your technicians or how much revenue are you losing? Because you filled something too late or just think about the total cost of the problem. We couldn’t find any… Xiaoyan: So I told Jeff, my budget is $10,000. It’s a $10,000 problem. And then, he looked - he couldn’t find any solution for me. Jeff: What that means is it has to be very- so background in IBM and working for tech companies, if you want that, it needs to be a very focused solution. Sonja: Ah okay, no bells and whistles type of thing. Jeff: If there are three problems, I need to be able to find prescriptions very quickly. I need to be able to find consolidated prescriptions very quickly. I need to check my return to stop…And I don’t need integrations. I don’t need a bunch of security that’s unnecessary. I don’t need to tie into my pharmacy management system or provide redundant functions that my pharmacy management system already has. And that’s where, that’s really where SimpLED is. It’s quite… Xiaoyan: So, I told Jeff, this is my three things: find the bag quickly, day 14 quickly, and then consolidate the bag. That’s all my three things, and they gave me something $10,000, that’s my budget. Sonja: Oh my god, haha. Xiaoyan: He couldn’t find it, and then say let’s build it.Jeff: Yeah, well, let’s build it for us. Xiaoyan: Build for us. Build for me. Jeff: We have four locations, let’s meet. We basically built that out, and this past year, and what we found was, well… Xiaoyan: That saved my pharmacy. Jeff: Yeah, it helps. Xiaoyan: I tell you now, my workflows, I only need one technician, so she or his job is find the bag. And then, you know when patient come here, they do pick up really quickly. Everything is the one one bag. And then also the same technician can process the vaccine and they send it to the vaccination room, the pharmacist to give out the vaccine. That’s our workflow. They don’t interrupt anything because everything is just so efficient. It’s right there. Sonja: It sounds like it really exceeded your expectations. I mean - I feel like this is what I want and it sounds like — Xiaoyan: My patients sent me - They said this is an awesome solution, and that’s a… Jeff: I think it was our patients coming to us saying, it’s very obvious that you’re investing in taking care of us. The turnaround time is very short and I can see that the SimpLED sensor buzzing right in front of me. And so you obviously care about me. And so, and that drives our word of mouth. They tell their friends, which makes us more busy, which like, and then we’re able to use this system to basically double the capacity of our of our pickup area. So I mean, think about the pickup area, really it’s, this is the place for any pharmacy, if you’re dispensing prescriptions, this is the place where your pharmacy interfaces with your community. And as you bring more people into that line or more people are coming to see you, you need to be able to solve that break point very, very fast. And essentially you’re putting, the more prescriptions you have or the more people walk in for a vaccine, the more likely it is that that’s going to fail because some of — you’re putting your technicians in charge of your interface with your community. And so this is a perfect task for automation. Multiple lookups of alphabetical things over and over again in a structured order is perfect for automation. Xiaoyan: Yeah, and then my, the people coming for vaccine and they will say, wow, this is very, very different. And then you definitely make your pharmacy stand out. Jeff: Yeah, they transfer. They transfer. Xiaoyan: Yeah. Sonja: Oh, sure, because then that patient experience is really even better than anywhere else. Jeff: Which really gets back to the mission of the business, which is to put the patient-pharmacist relationship at the center of the business and to put systems and processes and people in place to make that, to execute that mission. Xiaoyan: And then your employees happy, your technician happy. Jeff: Much happier. Xiaoyan: And then the pharmacist never get pulled out, says, where’s another bag? So the pharmacist, yeah, pharmacist can focus on what they are doing. If they don’t never pulled away says, you know, help me find a bag. Jeff: I would say higher value tasks. They’re talking to a physician or they’re consulting a patient or they’re doing MTM or they’re doing. you know, a blister pack or something that’s more high value that requires a pharmacist training and time. Sonja: So let’s pretend I am a pharmacy tech working in your pharmacy. What does my day look like using SimpLED? Like, do I have to make sure something’s charged? Do I have to, like, make sure all of the things have their like what - What all kind of goes into that from a pharmacy staff perspective? Xiaoyan: It’s the technician, let’s say in the old time, the technician do not like to do pickup because the pickup can be lots of stress because they, oh, I can’t find a bag. Jeff: Especially when there’s a line. Xiaoyan: Yeah, especially the line and people look at you, still, you know, especially those are S, SH and you can’t find it because they’re low. Yeah, you’re bending down, don’t look at every bag. Jeff: Then you can’t find it. Phone’s ringing. Xiaoyan: And then now my technician love to do pickup. Jeff: It makes them look like a rock star. They log up to the patient and you say, what’s your name? And then they find it instantly and then they can check out. And if it gets too long, then you can bring another technician up. We have two points of sale, two point of sales in that store. And so then both of those can be operating and then another person can manage the queue. So we don’t get lines longer than two or three people. Like if it starts to get that long, people drop what they’re doing, the techs will drop what they’re doing, and they come to the front store. Really, it’s pretty simple. They’re basically linking the, after the pharmacist fills it, they’re linking the prescription to the sensor and then putting it in the bag. And if another prescription comes up, they’re adding that prescription to the same bag so the patient is consolidated. Laura (Union Pharmacy Team Member): We link prescriptions by using the scanner to scan the prescription label, and then we scan the sensor. Jeff: And then when the patient shows up, then you just call their prescription and check out. Laura: When a patient comes to pick up a prescription…We use the scanner to search for their name and data of birth. We then hit the call button and the sensor lights up in the will call area. We go find it, we unbind the prescriptions, and ring out the patient. Day 10 and day 14 return to stocks are really easy now. You can just search for all of them all at once. Each sensor lights up, and you can go and pull them from the will call bin. Jeff: …and check out. So it’s very fast. Sonja: It sounds so stress-free. Like it sounds really nice. Xiaoyan: Oh - stress free! And then just they love to do pickup now because they can, they show the technician, they’re very proud. And then the patient just says, I never see this thing anywhere. Yeah, they love it. Jeff: I think it solved another problem for us - which it can be hard to find technicians, especially in Boston who want to work at the salary that we want to pay them. And so this basically what this does is this makes them more efficient. And so we had a few of them also get their vaccine certification so they can manage the front end as well as doing some vaccines. So now we can pay them a little more and they’re happier.Xiaoyan: Yeah. Sonja: Oh, that’s awesome. So it also helps with retention.Xiaoyan: Yes. Sonja: That’s really nice. So I understand you guys have also some robotic systems that you’ve incorporated. How does those systems compare to SimpLED and how it’s made things more efficient and fun, I guess, and stress-free for your pharmacy?Xiaoyan: I think we just did the total, let’s say automation, we did the total three, 3 automation. One is the production. We introducedParata. For fast movers, it will make the drug really like a, faster production. Jeff: It automates the production so the pharmacist can focus on other things. Xiaoyan: Yes, and then we did the Liberty software because they have templates of the vaccines. So really it made the vaccine process more efficient. Jeff: I’d say for us, we did a vendor selection and they were really good at our workflow for data entry and billing of a patient for vaccines. So for our business, it made sense and Liberty’s been great for us for that. So the third one is the SimpLED. Xiaoyan: The SimpLED is definitely. It’s a transformational… will call being the front store checkout. This is just like a make our pharmacy, union pharmacy like a standout. Jeff: I’d say probably doubled our productivity in the front. Xiaoyan: Yeah. The technician is just like, empower our technician can do other stuff. Jeff: Yeah, if you find… I’d say before our technicians, they would be tired. They would not want to jump into a line. And that like, well, maybe they don’t want to answer the phone. Xiaoyan: But now is. Jeff: It changed their attitude around. I think I can help people and they’ll jump in and it and people perceive that almost immediately when they come in. Sonja: So what does independent pharmacy mean to you guys in 2025 today? I know there’s a lot of things impacting the profession. I know a lot of people are down with it, but I’d love to hear, aside from obviously putting the patient first and that patient experience, what does that mean to you to be an independently owned community pharmacy? Xiaoyan: I, as a pharmacist, I always, you know - you need to open your mind and then listen to your customer and listen to your patient. So like this year, we reach our schools, so we reach our many long-term care. So we offer service to them. So yeah, so don’t really just think about what you can do in the pharmacy. You really need to think outside the pharmacy is what you can do for your community. And once you do that and people see it and people feel it and the people will talk about you. Jeff: Yeah, I would say you have on our monthly meeting with our PICs, we have sort of in-store, how’s the front store look? How does your dispensing look? How your vaccines look? What is your long-term care or your sort of compliance packaging look like? But out of the store, are you, what activities are you working on? How are you reaching out to the local community to help them either understand what they need, or deliver on what they need. And different places are going to be different. Like we’re... We’re in a sort of, niche in the Northeast and there’s a mindset that and a density of people that’s not going to be the same everywhere. So I would encourage you to explore what that is in your local area. Xiaoyan: Yeah, we do a lot of community service. Like I will go to like some gym and we give them what’s it called blood pressure [measurements]... I give them like, you know, we check their blood pressure after they work out. It’s like all free service, you just want to be out there and then show people you care about them. Jeff: I would say another thing, I just big, big, big picture. I don’t want to say too much here, but advocacy, sort of your local state laws are really important and a lot of things are changing right now. I think a lot of states are waking up to making competition more fair for all pharmacies and be involved in that to the extent you feel comfortable. It’s important. Sonja: Xiaoyan, what advice would you give to other pharmacists, especially women who are considering ownership, but maybe they feel intimidated by taking the leap? Xiaoyan: 25:16 Many people, you know, says, follow your heart. So I don’t really follow my heart. I want to do is what you’re good at. So if you’re good at making connections, you’re good at building relationship, do that. As a pharmacy owner, business owner, you need to really open your heart and then really think of what you’re good at, right? For me, is I like to go out of my way to reach out to the people, to do the connection, to you know, make a community to do other stuff, just, you know, do what you’re good at. Sonja: That’s good advice. So you’ll both be at NCPA convention, right? Where can people find you and what should they come talk to you about? Jeff: Sure. I mean, I think the easiest place to find us to stop by our booth is 1629. We’re going to be near the residency showcase. Parata and CPA. We’re sort of in the northeast quadrant of the of the map. Come by, you can take a look at a demo. We actually have an offer there. We have a little discount if you buy at the booth, and you know, we’d love to see you there. We’d love to share, you know, Xiaoyan: our story. Jeff: Yeah, and and understand what you’re working on and see if there’s ways that this this technology might be able to help your business. Sonja: And so - Aside from people going to NCPA convention, if someone wanted to connect with you after listening to this podcast, how can they find you and connect with you after they listen? Jeff: I mean, you can just go to our website. It’s www.rxsimpled.com. [http://www.rxsimpled.com] Sonja: Awesome, I will make sure to put that in the show notes. Thank you guys. Xiaoyan: Or, you can Google Union Pharmacy. Jeff: Yeah, you can Google Union Pharmacy too. Xiaoyan: And then make sure to read our reviews haha - Sonja: Well, thank you both so much for meeting with me today. It was so great learning more about you and what you’ve created out there in Massachusetts and what you’re sharing now with independent pharmacy across the nation, I think is excellent. I am very excited to share your story. I feel like you guys are two people who are really good at connecting. I feel like that is something I heard a lot in today’s conversation. So thank you so much. AI Voiceover: Stick around to watch and hear a quick SimpLED overview: Episode Summary In this inspiring episode of Script Your Future, pharmacy owner Dr. Xiaoyan Qin and her husband Jeff Gruneich share their remarkable journey from opening their first independent pharmacy in 2019 to now operating four thriving Union Pharmacy locations in the Boston area. What started as Xiaoyan’s desire to build meaningful patient-pharmacist relationships outside the constraints of big chain pharmacy has evolved into a community-centered business model that prioritizes innovation and accessibility. The couple’s partnership exemplifies how combining clinical expertise with technological savvy can transform pharmacy operations. When COVID-19 hit just six months after opening their first location, Xiaoyan and Jeff pivoted quickly—leveraging connections to secure masks, compounding hand sanitizer, and partnering with Cambridge-based companies to provide early diagnostic testing. These efforts not only served their community during crisis but established Union Pharmacy as a trusted healthcare partner. Their most significant innovation came from a frustration familiar to any pharmacy owner: the chaotic will-call system. Unable to find an affordable solution to consolidate patient prescriptions and locate bags quickly, Xiaoyan challenged Jeff with a $10,000 budget and three specific requirements. The result was SimpLED, an automated will-call system that has transformed their front-end operations, doubling productivity and turning pickup duties from the most stressful task into one technicians actually enjoy. Throughout the conversation, Xiaoyan and Jeff emphasize the importance of listening to customers, staying connected to the community, and not being afraid to build solutions when existing options fall short. Their advice to aspiring pharmacy owners is refreshingly practical: don’t just follow your heart—focus on what you’re genuinely good at, whether that’s building relationships, solving operational problems, or serving your community in unique ways. Get full access to NCPA Foundation Newsletter at ncpafoundation.substack.com/subscribe [https://ncpafoundation.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

16 de oct de 2025 - 29 min
Muy buenos Podcasts , entretenido y con historias educativas y divertidas depende de lo que cada uno busque. Yo lo suelo usar en el trabajo ya que estoy muchas horas y necesito cancelar el ruido de al rededor , Auriculares y a disfrutar ..!!
Muy buenos Podcasts , entretenido y con historias educativas y divertidas depende de lo que cada uno busque. Yo lo suelo usar en el trabajo ya que estoy muchas horas y necesito cancelar el ruido de al rededor , Auriculares y a disfrutar ..!!
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