Bolstering pharmacy teams with innovative recruitment and workforce development strategies: Becker's Chief Pharmacy Officer Summit 2024

In 2023, pharmacy staffing shortages captured headlines during three-day walkouts among CVS, Walgreens and Rite Aid pharmacists and pharmacy technicians. From Oct. 31 through Nov. 2, workers at some retail pharmacy chain locations called in sick to protest working conditions they described as unsafe because of understaffing with an overwhelming amount of administrative burden. One estimate suggested more than 4,000 people may have participated in the planned protest dubbed "pharmageddon."

In the wake of persistent shortages, staffing has emerged as the No. 1 concern for many pharmacy leaders. Panelists at Becker's Chief Pharmacy Officer Summit described their comprehensive approaches to bolster pharmacy teams. These approaches include expanding residency programs, partnering with pharmacy schools, shifting workforce models and embracing innovative technology.

Amy Dickson, PharmD, region CPO with Columbus, Ohio-based Mount Carmel Health System, emphasized the importance of adapting to meet the needs and expectations of the modern workforce. Dr. Dickson said the system has leveraged technology to support more remote positions and better support specialty pharmacy.

"We are using camera technology to help cross-cover our specialty areas such as oncology, where we may not be able to have a specialized position at every single hospital depending upon the size and other circumstances," Dr. Dickson said. "That has created confidence with regard to the clinical prowess of the staff across the region where maybe a hospital of certain size would not be able to hire or retain all of that specialized knowledge."

Panelists also highlighted the importance of marketing the program to potential recruits via social media. For Dr. Dickson, generative AI has proven to be a useful tool to help get the word out about the benefits of joining the pharmacy team at Mount Carmel Health System.

"Our job postings were so bland and didn't leverage our very, very strong culture as a strategic advantage," Dr. Dickson said. "During one of our leadership development sessions with our managers, we asked them, 'When you come into work and see those people that you love to work with, what comes to mind?' We put the responses into an AI tool and the job posting it gave back to us was amazing."

Darren Evans, PharmD, system vice president of pharmacy services with Albany, Ga.-based Phoebe Putney Health System, emphasized the importance of detailed career pathways for pharmacy teams. According to Dr. Evans, this requires knowing workers' strengths and where they might have opportunities to grow. He also emphasized the importance of truly knowing what a team member values and wants out of their career.

"One thing I've come to understand is that not everyone wants to be a pharmacy technician all their life," Dr. Evans said. "Some want to go and be a nurse or a radiology tech. And that's fine. I'd rather keep them in the system and not ignore what they actually want to do."

Phoebe Putney Health System places a major emphasis on mentorship for both pharmacy technicians and pharmacists to better understand what workers need and help support them along their career journeys.

"We work a lot with other leaders within other departments to pair teammates up with mentors," Dr. Evans said. "From a pharmacist perspective, for example, if you are interested in leadership or if you're interested in a different specialty, we pair you up with a leader in that area and then help you to develop and grow."