Welcome to the Hearts Behind Your Health!
Introducing the Hearts Behind Your Health! Each week, you’ll meet one of our associates and get a glimpse into the dedication, passion and extreme care they provide to support our patients in all areas of business. Our associates inspire us every day with their dedication and expertise, allowing Lumicera to deliver best health outcomes. We hope you enjoy hearing their stories!
💕Our Hearts💕
Give an example of how your work makes a real difference.
In my role, I make a real difference by partnering with manufacturers to secure access to critical medications for patients. These partnerships help ensure patients receive the therapies they need while benefiting from Lumicera’s world-class services. By maintaining access pathways for specialty medications, I help improve patient outcomes and support a smoother treatment journey.
What drives you to do this work everyday?
Having had the privilege of interacting directly with patients in previous roles at Lumicera, I understand the impact our work has on their care journey. What drives me every day is knowing that I support the frontline associates who deliver exceptional patient care and help patients access the therapies they need. Seeing the positive difference these efforts make in patients’ lives motivates me to continue supporting Lumicera’s mission.
What does putting patients first look like in your role?
Putting patients first in my role means ensuring patients can start therapy as quickly as possible. By removing barriers, streamlining access processes and collaborating with key stakeholders, I help facilitate timely access to needed medications. Keeping patients at the center of these efforts guides the decisions I make every day.
Jonathan Greaves, PharmD, Trade Strategy Pharmacist
Justin Arzt, PharmD, Specialty Clinical Account Executive
Give an example of how your work makes a real difference.
My career at Lumicera began as an intern, where I developed a clinical foundation and learned to see healthcare through the patient’s experience. That foundation informed my work throughout residency and now as a clinical account executive, where I have a broader view of how strategy, access, affordability and operational decisions shape that experience. A decision that may seem small on a spreadsheet, in a contract or in a workflow can make a significant difference to someone waiting for their medication. I’m especially proud of our work around biosimilars. I’ve studied how these transitions affect patients—not just whether they switch medications, but whether they stay on therapy, what they pay and what barriers they face. Finding ways to lower costs while preserving access and continuity of care reminds me that system-level decisions ultimately affect real people.
What drives you to do this work everyday?
The patients I’ve spoken with over the years drive me most. Specialty pharmacy is complicated, and for someone managing a serious or chronic condition, insurance rules, prior authorizations, high costs and finding a pharmacy can feel like burdens they shouldn’t have to carry. I enjoy solving difficult problems, but the work is meaningful because there’s a person at the center of each one. My clinical training and current role have reinforced how important it is to connect clinical understanding with practical solutions. If we can make a patient’s experience easier, more affordable or less stressful, it’s worth showing up for.
What does putting patients first look like in your role?
Putting patients first means remembering who is affected by our decisions, especially when the patient isn’t in the room. My clinical training taught me to understand the human impact of care decisions. In my current role, I apply that perspective to strategy, access, affordability and improving specialty pharmacy as a whole. It’s easy to get buried in contracts, data, processes and acronyms, so I return to a simple question: If this were my family member trying to get their medication, would I feel good about the experience we created for them? Sometimes the best decision for the patient is also the best business decision; sometimes it isn’t the easiest one. Either way, keeping that perspective is what “patient first” means to me.
Give an example of how your work makes a real difference.
In my role, I make a real difference by helping develop distribution and access strategies for specialty and rare disease medications. By ensuring the right pharmacy network, payer access and patient support programs are in place before launch, I help reduce barriers so patients can start critical therapies as quickly as possible.
What drives you to do this work everyday?
What motivates me is knowing that the decisions made behind the scenes directly impact patients’ ability to receive life-changing treatments. I enjoy solving complex access challenges and collaborating across teams to improve the patient journey.
What does putting patients first look like in your role?
Putting patients first means keeping the patient at the center of every access decision. I work to minimize delays and remove obstacles so patients can access the medications they need with greater confidence and less burden.
Georgina Masoud, RPh, Msc, CSP, Trade Strategy Pharmacist
Maria Weber, Trade Client Services
Give an example of how your work makes a real difference.
In my role, I help ensure patients who need extra support with their prescriptions receive thoughtful, personalized care. The team I’m a part of does an excellent job making sure no patient is forgotten.
What drives you to do this work everyday?
I’ve been in the patients’ shoes before, worried and waiting for an urgent prescription. I know the feeling of being helpless and hoping someone will work urgently so I can receive my prescription on time. That’s why I’m so passionate about giving our Lumicera patients the best possible experience!
What does putting patients first look like in your role?
To me, putting patients first means always doing my best to communicate effectively and efficiently. Being able to respond quickly allows for a smoother, more comfortable process that ultimately improves health outcomes.
Give an example of how your work makes a real difference.
As a specialty pharmacy technician, I make a real difference by helping patients get the medications they need to manage complex and often life-changing conditions. My role goes far beyond filling prescriptions—I help navigate insurance approvals, coordinate with doctors and specialty pharmacies, resolve medication access issues and make sure patients don’t experience unnecessary delays. One of the most rewarding parts of my job is knowing that something as simple as making a phone call, catching an issue or following up on an authorization can mean the difference between a patient receiving their medication on time or having to go without it. Even when patients may never see all the work happening behind the scenes, I know that my attention to detail, persistence and compassion can directly impact their health and quality of life. That is what makes being a specialty pharmacy technician so meaningful to me.
What drives you to do this work everyday?
What drives me most is knowing that the work I do behind the scenes can have a direct impact on someone’s life. Specialty medications can be complicated, expensive and difficult to access, and I take pride in being the person who helps remove some of those barriers. I’m driven by the patients who are counting on us, by the responsibility of getting things right and by knowing that even a phone call, a prior authorization, or simply following up on an issue can help someone get the treatment they need. It’s rewarding to know that the work I do matters—even when the patient may never see everything that happened behind the scenes to get their medication to them.
What does putting patients first look like in your role?
Putting patients first in my role means treating every prescription and every interaction as if it were for someone I love. It means being thorough, responsive and persistent when working through insurance issues, prior authorizations, medication access and coordination with providers. It also means listening to patients, showing empathy when they are frustrated or overwhelmed and doing everything within my role to remove barriers to their treatment. For me, putting patients first is making sure they never feel like just another prescription number—it’s knowing there is a person on the other side who is depending on us.
Morgan Black, CPhT, Pharmacy Technician I
Katie Blackburn, PharmD, Pharmacist in Charge, Specialty Operations
Give an example of how your work makes a real difference.
My favorite part of specialty pharmacy is when we get approval on difficult medications and get the patients started on medication after months or years with no relief. The follow up fill or second fill and they have already started noticing the difference in UC, Crohns, RA, etc. I can’t imagine living with at chronic disease during a flare. When they feel better and can do more, I’m overjoyed!
What drives you to do this work everyday?
I love my patients so much. We have built great relationships over the years. I feel like they’re family. My coworkers at Saint Francis and now IDN have become family too. I can’t wait to see them, or speak on the phone to catch up and check in. They make work amazing! I really appreciate and respect all my supervisors do as well. They’re truly the very best!
What does putting patients first look like in your role?
I love when I get to connect on a call with patients and let them feel heard. I can’t fix everything, but letting them vent is always something people need when they’re sick. I also fight insurance daily for coverage of medications for my patients. I don’t give up easily and most of the time I’m successful. It makes me feel fulfilled in my role, and excited for my patients to get to begin therapy.
Give an example of how your work makes a real difference.
In my role, I make a real difference by creating the systems, support and culture that enable both customers and employees to succeed. My leadership improves customer experiences, removes barriers, drives operational efficiency and helps patients receive the care and support they need. Through my team, our impact extends across thousands of interactions, making me a key driver of customer trust, employee engagement and organizational success.
What drives you to do this work everyday?
What motivates me every day is knowing that behind every customer interaction is a person who needs support. By improving operations and leading a strong team, I help ensure customers receive the care and assistance they deserve.
What does putting patients first look like in your role?
I put patients first by leading teams and improving processes that remove barriers to care, enhance the customer experience and help patients get the support they need when they need it most.
Andrea Reitz, Manager, Customer Service Operations
Laurry Hinds, RN, Health System Business Development Executive
Give an example of how your work makes a real difference.
In my role, I can make a real difference by helping providers and patients feel confident that access to life-saving medications won’t be limited by cost.
What drives you to do this work everyday?
Seeing a family member forced to choose between their medications and paying the bills inspired my commitment to patient access and affordability. By helping health systems bring high-quality patient care ‘in-house’, we can reduce these stressors and support better medication adherence.
What does putting patients first look like in your role?
To me, putting patients first means educating those we work with to ensure a seamless experience while advocating for the best possible treatment outcomes.
Give an example of how your work makes a real difference.
I work with prescribers, health systems, payer organizations, and pharmaceutical manufacturers to develop innovative solutions that improve patient care and access to therapy. One of the most rewarding aspects of my role is bringing stakeholders together to create partnerships that deliver value for everyone involved. By helping organizations rethink traditional approaches, streamline processes, and implement new strategies, we can improve efficiencies, expand access to specialty medications, and enhance the overall patient experience. Ultimately, the greatest impact is knowing that these efforts help patients receive the right therapy at the right time with fewer barriers to care.
What drives you to do this work everyday?
I am driven by the opportunity to innovate, solve complex challenges, and build meaningful partnerships that create lasting impact. I enjoy developing new strategies, turning ideas into action, and encouraging organizations to think beyond traditional models. What excites me most is the ability to collaborate with healthcare leaders, health systems, prescribers, and pharmaceutical manufacturers to create win-win solutions that benefit our partners, Lumicera, and most importantly, patients. I also thrive on the continuous learning that comes with the role. Every day brings a new challenge to solve, a new relationship to strengthen, or a new opportunity to pursue. The combination of strategic thinking, collaboration, and tangible impact keeps me energized and motivated.
What does putting patients first look like in your role?
Putting patients first means ensuring that every strategy, partnership, and decision ultimately improves the patient journey. While I don’t provide direct patient care, I have the opportunity to influence how care is delivered and how patients access critical therapies. Whether I’m working with health systems, prescribers, payers, or pharmaceutical manufacturers, I focus on developing solutions that reduce barriers, improve efficiency, and create better experiences for patients. For me, patient-centered thinking means challenging the status quo and continuously looking for innovative ways to improve healthcare delivery. If a new partnership, process, or initiative helps patients access treatment faster, receive better support, or achieve better outcomes, then we’re moving in the right direction.
Peter Nielson, Market VP Sales & Market Strategy
Scott Zinda, Market Director Provider Sales
Give an example of how your work makes a real difference.
In my role, I get to make a real difference by serving Biologic Coordinators. Being able to work with them directly ensures their patients have a great experience!
What drives you to do this work everyday?
Every day I’m motivated to do this work because both our Provider Sales reps and the Biologics Coordinators truly prioritize serving the patients. That shared commitment is so important!
What does putting patients first look like in your role?
Putting patients first means choosing what’s best for them even when it might not be what’s best for business. This is never a hard question at Lumicera, as we always strive to put patients first.
Give an example of how your work makes a real difference.
One of the most meaningful parts of my role is helping providers and patients navigate access challenges that can delay treatment. When I work with healthcare teams, specialty pharmacies, and payers to overcome barriers, patients can start and stay on the therapies they need. Knowing that my efforts help improve access to care and support better health outcomes makes a real difference.
What drives you to do this work everyday?
I am driven by the opportunity to impact patients’ lives in a positive way. As a pharmacist, I understand how important timely access to therapy can be. Every day, I am motivated by the partnerships I build with providers and the knowledge that the work we do helps patients receive the care and support they deserve.
What does putting patients first look like in your role?
Putting patients first means keeping the patient at the center of every decision and interaction. It means advocating for access, supporting healthcare providers with the resources they need, and working collaboratively to remove obstacles that can interfere with treatment. Even though I may not interact directly with every patient, my goal is to help create a smoother path to the therapies that can improve their lives.
Lily Hourshenas, PharmD, Clinical Sales Representative
Christine Kim, PharmD, Pharmacist I, Infusion Services
Give an example of how your work makes a real difference.
Many patients beginning infusion therapy are understandably nervous about starting treatment. By providing education, answering questions, and ensuring their therapy is properly coordinated from the start, I can help them feel more confident and at ease. Seeing patients become more comfortable with their treatment and experience improvements in their health is one of the most rewarding parts of my role.
What drives you to do this work everyday?
My family is what drives me to do this work every day. They give me the perspective of a caregiver and remind me to approach every patient with the same compassion, respect, and attention I would want for my own loved ones.
What does putting patients first look like in your role?
Putting patients first means taking the time to understand each patient’s unique needs, concerns, and goals. It means providing thoughtful clinical care, clear education, and personalized support while working closely with the healthcare team so patients feel heard, empowered, cared for throughout their treatment journey.
Give an example of how your work makes a real difference.
Specialty pharmacy is rooted in patient-centered care for those living with chronic, complex, or rare conditions. The medications we help manage have a life-changing impact, often dramatically improving both health outcomes and quality of life.
What drives you to do this work everyday?
I love specialty pharmacy because it’s deeply personal to me. My grandmother was diagnosed with myasthenia gravis, and I watched her navigate a process that was overwhelming, confusing, and often isolating. From diagnosis to initiating a specialty infusion medication, there were so many gaps in understanding and support. When she came to me with questions, I realized just how much patients need someone who is not only knowledgeable, but also proactive and truly invested in their care. That experience continues to shape how I practice today.
What does putting patients first look like in your role?
Even on the most challenging days, I strive to give every patient the same level of care, attention, and compassion that I would give to my own loved one.
Ginger Coleman, PharmD, Pharmacist, Infusion Services
Shruti Mehta, R.Ph, MBA, Pharmacist II, Infusion Services
Give an example of how your work makes a real difference.
As a Clinical Pharmacist on Lumicera’s Home Infusion team, I help bring complex, life-changing therapies directly to patients in the comfort of their homes. I believe in treating every patient the way I would want my own family to be treated with empathy, dignity, compassion and personalized care, and that’s what makes working in home infusion so rewarding!
What drives you to do this work everyday?
I love the high touch impact that my role offers. As a home infusion pharmacist, I am able to make an impact on patients’ day to day lives from the comfort of their home. The personal connections and opportunity to make a difference are what energize me the most!
What does putting patients first look like in your role?
To me, putting patients first means I believe in treating every patient the way I would want my own family to be treated. I care for patients with empathy, dignity, compassion and personalized care to ensure the best outcomes.
Give an example of how your work makes a real difference.
I work to provide our patients with all the education and support they would need and coordinate the nursing services for them to receive their infusions in the comfort of their own home. home.
What drives you to do this work everyday?
I am an Infusion Nurse and love to be able to provide peace of mind for our patients. I hope that I am making a difference in their health journey.
What does putting patients first look like in your role?
It means doing whatever needs to be done to make sure the patient has what they need. That could be calls to MD, copay issues, authorization issues but, most importantly communication with the patient throughout the process.
Kerrie Hollifield, BSN, RN, CRNI, Infusion Services
Sam Decker, PharmD, CSP, Manager, Clinical Operations
Give an example of how your work makes a real difference.
The Pharmacovigilance team plays a unique role at Lumicera. In addition to delivering high-quality patient care, we also support our manufacturer partners by effectively managing Enhanced Manufacturer Programs. A key way my work makes a difference is by ensuring the PV team is able to operate efficiently and with clarity, enabling them to provide timely outreach to patients who are newly starting these therapies, ultimately improving patient engagement, safety, and overall treatment success.
What drives you to do this work everyday?
I love the diversity and impact that my role offers. As a specialty pharmacist, I am able to make an impact on patients’ day to day lives by providing education about their medications. As a manager, I am motivated by supporting my team, ensuring they have the guidance, tools, and resources needed to effectively care for our patients and meet the needs of our manufacturer partners. The constant variety and opportunity to make a difference keep the work both engaging and meaningful.
What does putting patients first look like in your role?
To me, putting patients first means delivering care in a way that is truly meaningful to them. I like to understand what each patient’s expectations and needs are so I can tailor the information I provide in a way that is easy for them to understand.
Give an example of how your work makes a real difference.
Nursing at a pharmacy point of care allows us to fill a real potential gap in care for patients. Here, I am able to provide education to our patients that can ensure medication safety and a more effective therapeutic outcome. For example, we education patients to ensure that they understand how and when to take their medication, how to store it, when it may be important to contact their prescribers, etc.
What drives you to do this work everyday?
Patient outcomes. Many of our patients are facing a new health challenge and with that often comes information overload. With a new diagnosis, there are so many details that are presented to a patient. So often, the last thing on their mind is the mediation they have been prescribed, or they are overwhelmed and worried about that medication. It’s rewarding to know that I have been able to reduce a little anxiety for that person and gave them the ability and confidence to manage their medication in a way that will be safe and effective.
What does putting patients first look like in your role?
Time and attention. It’s important to listen to the patient to understand their concerns and then providing the time it takes for that patient to understand and feel comfortable with the information we provide.
Joann Linder, RN, Supervisor, Clinical Operations
Allison Thomas, RN, Clinical Operations
Give an example of how your work makes a real difference.
Sometimes when a doctor prescribes a new medication, it can often be daunting – this may be a patient’s first time using an injectable or starting a medication for a new diagnosis. As a nurse, I can help with that transition through education and training.
What drives you to do this work everyday?
When speaking with patients, it is amazing to hear how these specialty medications can truly change their lives. I previously worked at a rheumatologist office where I could see that impact in person. At Lumicera, I have been able to expand outside of rheumatology and connect with patients all over the country, which has been amazing.
What does putting patients first look like in your role?
I believe setting the patients up for success and making them feel comfortable with taking their medication is essential. I really enjoy going through the training and education needed, especially if they are starting a new medication. It has been wonderful to support pharmacists and other clinicians in this role to ensure patients are getting these necessary medications.
Give an example of how your work makes a real difference.
I provide useful information to leadership to facilitate decision making. The financial data I present drives conversations, provides insight and clarity, and offers leaders the knowledge to create change. I also help ensure that Lumicera remains fiscally responsible.
What drives you to do this work everyday?
I enjoy working with leadership and providing them with the data they need to make effective decisions. I like turning numbers into stories. The Lumicera Team is great to work with and the growth over the years has been amazing to witness. I am excited for the future of Lumicera!
What does putting patients first look like in your role?
I help ensure patients are charged correctly by matching our inventory costs with price paid on claims. I assist in mitigating excessive expense to maintain competitive patient management fees. I make sure patient information is kept confidential.
Adam Dushenski, Associate Manager, Accounting
Nick Mohlmann, Senior Financial Analyst
Give an example of how your work makes a real difference.
My main priority is to assist our leaders in ensuring they are running their “business within the business” at the most efficient level possible. At Lumicera, I’ve had the privilege of working with some of the industry’s brightest leaders. By working together, we have been able to put multiple plans in place to keep Lumicera’s costs down this year through the next five years, which in turn, keeps our clients’ current and future costs down.
What drives you to do this work everyday?
I love problem solving, and I’m lucky that each day I get to log in with new questions that need to be answered. No day is ever the same for me, and I get to express my creativity by coming up with new solutions each day. This forces me to constantly learn new things and think outside of the box.
What does putting patients first look like in your role?
Though I am relatively removed from daily patient interaction, each day I log in with the Lumicera mission in mind. Our goal is to improve specialty pharmacy care through clinical, financial, and service excellence. By always trying to improve efficiencies, we can keep costs down where possible, which allows us to invest in areas that directly improve patient care and experience at the lowest cost to the patients.
Give an example of how your work makes a real difference.
I reconcile accounts and catch duplicate or incorrect patient copay charges. A patient who was accidentally charged twice or paid on an order and then the order was cancelled – will need to be refunded. This can be significant for someone on a tight budget. By auditing copay collections and insurance adjustments, I prevent small errors from snowballing into larger financial issues. Fewer billing disputes and accurate copay tracking ensures revenue is collected appropriately, which can result in less stress for patients and smoother operations.
What drives you to do this work everyday?
I am motivated by the satisfaction of order and accuracy. Reconciling patient copays, balancing accounts, and making sure everything lines up can feel like solving small puzzles all day. Even though it’s behind the scenes, handling copays correctly helps patients avoid billing errors, overcharges, or insurance issues.
What does putting patients first look like in your role?
Even though I’m not providing direct care, my work still affects how patients experience Lumicera. Getting the numbers right is one of the most patient-centered things we can do. A small error in a copay can mean stress, confusion, or financial strain for someone. Double checking balances, catching discrepancies, and getting mistakes fixed quickly is a direct way of protecting the patients. Quietly preventing those issues is a big part of putting patients first.
Michelle MacDonald, Accountant II
Jamie Keith, Accreditation Coordinator
Give an example of how your work makes a real difference.
One example of how my work makes a real difference is improving how we present performance data in our accreditation and quality committee meetings. By turning complex metrics into clear, intuitive visuals, committee members are able to spot trends faster, ask better questions, and make decisions with more confidence. This helps us identify risks earlier and prioritize improvements before small issues become bigger problems. More broadly, I keep our accreditation and committee work organized and moving forward, which supports consistent and timely processes and documentation. Accreditation also strengthens our credibility with payers and manufacturers and can help expand access through limited‑distribution medications and broader networks. When the behind‑the‑scenes work is clear and consistent, our teams can stay focused on patients, and that is the part that feels most meaningful to me.
What drives you to do this work everyday?
What drives me every day is having a front‑row seat to the incredible talent, care, and dedication of our service and clinical teams. Through my work supporting accreditation, I see firsthand how strong our operations and patient management programs are, and how consistently our teams deliver care that goes beyond expectations. Preparing for audits has become one of the most rewarding parts of my role. Since joining the team in 2023, every auditor we have worked with has highlighted just how smart, capable, and deeply patient‑focused our teams are. Hearing auditors recognize the quality of our work and the way our teams care for patients reinforces the pride I feel in supporting this organization. Being able to help make the accreditation process smoother and less stressful, and then celebrate each successful accreditation cycle together, is incredibly meaningful to me. I am proud to work alongside people who care so deeply about doing things right for our patients.
What does putting patients first look like in your role?
Putting patients first in my role looks like maintaining strong accreditation processes that protect patient safety and support consistent, high‑quality care. I help ensure that elements of our quality and patient management programs are reviewed on time, supported by clear evidence, and strengthened through corrective actions when improvement is needed. By keeping accreditation work organized, auditing processes, and supporting committees with clear data and visuals, I help teams and leaders focus on what matters most. When systems are reliable and staff feel supported, they can give patients their full attention, consistency, and compassion.
Give an example of how your work makes a real difference.
As an Accreditation Coordinator, my work happens mostly behind the scenes, but it plays a direct role in the quality of care our patients receive. My team and I work diligently to maintain compliance and support continuous improvement across all locations. Even though I’m not patient-facing, everything I do is centered on ensuring our pharmacies are fully aligned with URAC and ACHC best practices. By upholding these high standards, we help create a safe, consistent, and exceptional experience for every patient!
What drives you to do this work everyday?
Knowing that the work I do helps set the standard for all our pharmacies is what motivates me every day. I’m inspired by the impact of maintaining high levels of quality and compliance, because those standards ultimately support the best care for our patients. It feels good knowing that even behind the scenes, I’m helping make a real difference!
What does putting patients first look like in your role?
My team and I look beyond just accreditation requirements, we dive deeper to understand what each standard means from a patient’s perspective. Making sure those standards truly make a difference for our patients is what matters most to me!
Kristina Pidgeon, Accreditation Coordinator
Brandon Raynor, Product Manager, Accreditation
Give an example of how your work makes a real difference.
My work directly impacts patient care by ensuring our teams adhere to URAC and ACHC accreditation standards. These standards aren’t just regulatory; they establish a framework for safe, consistent, and high-quality pharmacy operations. By maintaining compliance, we reduce risk, protect therapy integrity, and create processes that help patients access the right treatment at the right time in the safest way possible.
What drives you to do this work everyday?
I’m motivated by the understanding that accreditation is far more than a checkbox; it is a foundation for patient safety and quality care. Every compliant process we implement reduces risk and strengthens the systems that support better outcomes. Knowing that my role in driving accreditation not only ensures compliance but also expands access to critical medications keeps me focused and passionate about continuous improvement. Ultimately, this work helps patients receive life-changing therapies safely and on time.
What does putting patients first look like in your role?
Putting patients first in my role means creating an environment where quality and safety guide every decision. While ensuring our teams remain compliant with URAC and ACHC standards, I also prioritize collaboration through quality committee meetings. These meetings bring the right stakeholders together to identify gaps, share insights, and implement process improvements that directly enhance patient safety and the quality of care. By fostering alignment and building forums for meaningful discussion, we keep patients at the center of everything we do.
Give an example of how your work makes a real difference.
I have seen firsthand how asking that additional insurance question or taking a second look at a copay can be the difference between a patient being able to afford their copay or not. When we ask a patient if their insurance has changed and they say yes, we are able to gather new billing information and process it accordingly. If we fail to ask this, the patient may simply think their medication is not covered or affordable.
What drives you to do this work everyday?
Specialty pharmacy billing is not something most people understand in depth. Add health issues, high-cost medications, and personal finances to the mix and it would seem like a recipe for disaster—but it doesn’t have to be. I love knowing that the work we do here can bridge that gap for patients in a way they may not be able to do on their own….or even at another pharmacy. We really can be the difference between a patient staying on their medication or not, and it is very rewarding to see that in action.
What does putting patients first look like in your role?
Putting patients first means ensuring they have all of the tools and resources needed to access their medication by reducing financial barriers. This looks like aiding in copay assistance enrollment, investigating high copays, reaching out to insurance companies, and explaining all billing options in an easy-to-understand manner.
Katie Runde, Senior Manager, Patient Services Operations
Nguyen Tran, Clinical Consultation Pharmacist II
Give an example of how your work makes a real difference.
I became a pharmacist in order to help people and make a difference with their health. I love building a strong rapport with patients in order to establish trust between the patient and pharmacy. I remember speaking with a new patient’s mom who was transitioning pharmacies and was frustrated / having a difficult time with understanding our processes, expectations, and communication. Being a parent myself, I could relate to her frustration and wanted to be able to explain to her the process going on from our side. After discussing the steps involved – I had made a plan to follow up with her before and post delivery to ensure a smooth transitional process. I reassured her that I would do everything I could to get her son’s prescription out as soon and safely as possible. They had greatly appreciated the compassion and follow through after the process was explained. Despite a rough start with our pharmacy – having been able to build that rapport with the patient’s mom had changed a frustrated relationship to a trusted one.
What drives you to do this work everyday?
I love what I do as a pharmacist. My passion is being able to help patients understand their medication and help them in their treatment journey. Being able to see patients transition from initially doing poorly with their condition to seeing them thrive and exclaiming “this has been a miracle drug” warms my heart. Knowing my work makes a difference is what excites me as a pharmacist.
What does putting patients first look like in your role?
As a pharmacist – I empathize with patients and offer assistance the same way I would want if I were in their shoes. During clinical assessments – I always actively listen to patient concerns and show empathy. Then – together I go over information with them and ensure understanding of the material. In the end – I check if the patient has any questions or concerns and reassure them that we are available to them at anytime. I feel like this philosophy shows patients the dedication, compassion, and knowledge behind our work and team.
Give an example of how your work makes a real difference.
I often speak with patients who have faced significant challenges in accessing their medications. Each person’s journey is unique, and I approach every interaction with empathy and respect for their circumstances. I listen to truly understand and do everything I can to help. When I’m able to remove barriers, provide guidance that makes a meaningful impact, or ensure a patient feels heard and supported—that’s when I know I’ve made a real difference. Those moments are what make my work deeply rewarding.
What drives you to do this work everyday?
I’ve been a pharmacist for 14 years, and if I had to choose again, I would take the same path without hesitation.
What does putting patients first look like in your role?
For me, putting patients first means giving them my full attention and treating each one as if they were a member of my own family. I strive to go above and beyond by having genuine, meaningful conversations and ensuring every patient feels supported, informed, and confident throughout their health journey.
Dréa Peña Béland, Clinical Outcomes Pharmacist
Amanda Karsten, Team Lead, Specialty Pharmacy Intake
Give an example of how your work makes a real difference.
Being able to process oncology prescriptions quickly is so important. Often times, the prescriptions that are sent to us are needed urgently and postponing treatment can have a negative effect on the patient, potentially prolonging hospital stays or having to miss days of treatment. I never want any part of the intake process to be a preventable reason for delays.
What drives you to do this work everyday?
I have lost a number of family members to their cancer diagnoses, most notably my maternal grandmother from uterine cancer and my father very recently from prostate cancer. My mother-in-law has dealt with breast cancer twice and thankfully is in remission. I know not every outcome will be positive, but the hope that whatever small part I play in the treatment process will make a difference is what made me want to be a part of the oncology team.
What does putting patients first look like in your role?
Prioritizing oncology prescriptions and making sure they are typed and gotten to the pharmacists with as low of a turnaround time as we can, so patients or caregivers can order the medications as hassle-free as possible. They should not have to worry about anything other than calling us.
Give an example of how your work makes a real difference.
Being behind the scenes with making sure the patient is getting the right dose for an oncology med to avoid complications and maximize treatment. Educating patients during their most challenging moments is particularly rewarding!
What drives you to do this work everyday?
Keeping patients educated, safe and improving their health! It’s especially impactful when I see positive treatment outcomes and improved quality of life in our patients.
What does putting patients first look like in your role?
Empowering patients to ensure sure they feel heard and taking those extra steps to help with questions or concerns. My goal is to bring positivity to the treatment process!
Jennifer Drum, Clinical Consultation Pharmacist
Brandon Corpening, Senior Manager, Clinical Operations
Give an example of how your work makes a real difference.
As a Sr. Manager of Clinical Operations, I am passionate about bridging the gap between innovative therapies and the patients who need them most. Every day, I oversee prescription workflows across all stages of dispensing, ensuring accuracy, efficiency, and exceptional patient care. I collaborate closely with pharmaceutical manufacturers to secure access to limited distribution drugs, enabling health system partners to retain patients within their care network and deliver a personalized experience from diagnosis through delivery. My work empowers providers to offer cutting-edge treatments while improving continuity of care and outcomes.
What drives you to do this work everyday?
I’m motivated by the opportunity to make a tangible difference in patient lives. Every decision I make—whether improving prescription workflows or negotiating access to limited distribution drugs—directly impacts someone’s ability to receive timely, life-changing therapy. Knowing that my work helps health systems deliver personalized care and keep patients within trusted networks inspires me to push for operational excellence and innovative solutions every day.
What does putting patients first look like in your role?
Putting patients first means ensuring timely access to life-changing therapies, removing barriers to care, and delivering a personalized experience from diagnosis through delivery. It’s about advocating for patients by collaborating with manufacturers, health systems, and providers to secure access to limited distribution drugs, streamline workflows, and maintain continuity of care. Every decision I make is guided by one principle: improving outcomes and creating a healthcare experience where patients feel supported, informed, and prioritized.
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Stay tuned for more #HeartsBehindYourHealth associate spotlights!
