According to Avita Lead Pharmacy Technician Brittini Mazzola, the most important professional traits a pharmacy tech can demonstrate are brought to you by the letter C: Communication, Collaboration, Compassion, and Cultural Competency.
“Communication is critical,” says Brittini, who has called Avita’s Beaumont, Texas, onsite pharmacy with covered entity partner TAN Healthcare her work home since 2021. “You must focus, be attentive, and speak to patients clearly so they understand the information being given to them. I’ve learned that tailored care and proper communication techniques help resolve conflicts and de-escalate tense situations, which builds trust within our community.”
As for compassionate care and cultural competency, they go hand in hand, Brittini explains. “All individuals come from different backgrounds that shape who they are and affect how they interact with others,” she says. “Understanding this allows us to better serve patients’ needs.”
Individuals come from different backgrounds that shape who they are and affect how they interact with others. Understanding this allows us to better serve patients’ needs.
I’ve learned that tailored care and proper communication techniques help resolve conflicts and de-escalate tense situations, which builds trust within our community.
Pharmacy techs’ crucial impact on patient care
When it comes to leadership advice, Brittini doesn’t just talk the talk, she walks the walk, says Avita Pharmacy District Manager Keisha Taylor. “Brittini embodies Avita’s core values and lives them daily,” Keisha says. “She knows most patients by name and understands some of their unique challenges in remaining compliant with their medications.”
As for teamwork, when a colleague at Brittini’s location took some extended time off, “Brittini organically stepped up to help the team navigate the change,” Keisha notes. “The floater pharmacist consistently commented on Brittini’s excellent performance, understanding of the workflow, and ability to help anyone she encounters with compassion and empathy.”
Brittini is a shining example of the critical role pharmacy techs play in ensuring processes run smoothly, patients receive personalized care, and everyone is kept in the loop. Doing so is a win-win for everyone who walks through the pharmacy doors, she says: “Making sure everyone works together to achieve our goals will not only positively impact our patients, but also benefit our company and community.”
All team members play an important role within the healthcare system. If one person fails to achieve our shared goals, the whole system will fail, and that negatively impacts our patients.
TEAM MEMBER SNAPSHOT
Name: Brittini Mazzola, CPhT
Title: Lead Pharmacy Technician
Location: Avita Pharmacy in Beaumont, Texas, onsite at TAM Healthcare
Favorites:
- Music: “I usually listen to just about anything, but I’m a big fan of Post Malone.”
- Food: Mexican or Italian
- Destination: The beach or Las Vegas
- Apps: Amazon and TikTok
- Book: A Court of Thorns and Roses (ACOR) Series
