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PHARMACY STAFF FROM WALGREENS, CVS SAY THEY’RE AT A BREAKING POINT — HERE’S WHAT
THEIR DAYS LOOK LIKE

Published Fri, Oct 27 20239:44 AM EDTUpdated Fri, Oct 27 202310:38 AM EDT
Annika Kim Constantino@annikakimc
WATCH LIVE
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Key Points
 * Pharmacy employees at some of the U.S.’s largest drugstore chains say they’re
   at a breaking point.
 * Workers are concerned that companies like Walgreens and CVS are placing
   unreasonable demands on them, without providing enough staffing or resources
   to safely execute tasks. 
 * CNBC spoke to employees from both Walgreens and CVS, including pharmacists,
   pharmacy technicians and a store manager, about what their typical workday
   looks like.

In this article

 * CVS+0.09 (+0.13%)
 * WBA+0.01 (+0.05%)

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Signs offering COVID-19 vaccinations are seen outside of a CVS pharmacy in
Washington, DC.
Mandel Ngan | AFP | Getty Images

Many pharmacy employees at some of the largest U.S. drugstore chains say they’re
reaching a breaking point. 

On top of verifying, filling and dispensing prescriptions, pharmacists and
support staff are responsible for administering vaccines, fixing insurance
issues, transferring prescriptions to other pharmacies and tending to dozens of
patients in stores and over the phone, among other tasks. Those workers have
said they are concerned that companies like Walgreens and CVS are placing
unreasonable demands on them, without providing enough staffing or resources to
safely execute tasks. 



Frustrated by what they describe as increasing workloads, understaffing and cuts
to their hours, pharmacy staff from Walgreens locations around the country and
CVS stores in the Kansas City area have walked off the job in recent weeks — and
some employees are planning to walk out again from Oct. 30 to Nov. 1.

CNBC spoke to employees from both Walgreens and CVS, including a pharmacist, two
pharmacy technicians and a store manager, about what their typical workday looks
like. The employees, all of whom requested anonymity for fear of retaliation,
described ending their shifts exhausted after spending hours juggling dozens of
tasks around the pharmacy without enough extra hands to support them.

The two companies were the biggest pharmacies in the U.S. based on prescription
drug market share in 2022. Both CVS and Walgreens operate around 9,000 retail
store locations across the U.S. 

CVS has more than 30,000 pharmacists and 70,000 pharmacy technicians, while
rival Walgreens has more than 86,000 health-care service providers, including
pharmacists, pharmacy technicians and other health-related professionals. CVS
pharmacists make $61.44 an hour on average, while Walgreens pharmacists make
$53.85 per hour on average, according to employment website Indeed.

A spokesperson for Walgreens said the company recognizes the “incredible work
our pharmacists and technicians do every day” and has taken several steps in its
pharmacies “to ensure that our teams can concentrate on providing optimal
patient care.” 




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The company’s ongoing efforts are focused on how it can recruit, retain and
reward pharmacy staff, the spokesperson said. They added that Walgreens has
improved technology and centralized many operations to help maintain appropriate
workloads in pharmacies. 

A spokesperson for CVS said the company is facing “unprecedented demand and a
clinical workforce shortage in the health care industry and [is] making targeted
investments in our retail pharmacy business in direct response to feedback from
our pharmacy teams.”

Those investments include enabling teams to schedule additional support as
needed, enhancing pharmacist and technician recruitment and hiring and
strengthening pharmacy technician training, according to the spokesperson. They
said those changes will begin in November and roll out throughout next year. 

Here’s what a typical day looks like for some staff from the two chains,
according to the accounts related to CNBC. 


WALGREENS PHARMACIST 

A Walgreens pharmacist said their shifts range anywhere from six to 12 hours on
three to five days of the week. The pharmacist said they typically arrive for
work at 8 a.m., an hour before the shift. 

The pharmacist typically begins the shift by completing several paperwork tasks,
which take about five to 10 minutes.

Then, the pharmacist checks which medications are out of stock. The pharmacist
said that task is primarily the responsibility of pharmacy technicians, but it
often falls to them because their colleagues are stretched thin with other
duties. 

The pharmacist also takes about 20 to 30 minutes to check which medications
weren’t delivered to the pharmacy by drug distributors, and calls patients to
inform them about when they can expect their prescriptions to be ready.

The pharmacist then spends 10 to 15 minutes canceling vaccination appointments
for shots the pharmacy doesn’t have in stock, which involves calling patients
and redirecting them to other store locations with vaccines available. The
pharmacist said Walgreens is allowing people to schedule appointments for any
vaccine online, even if a store location doesn’t have it in stock. 

The Walgreens spokesperson acknowledged that some pharmacy locations had to
reschedule appointments when vaccines first became available this fall due to
delays in supply, and added that the chain has apologized for any inconvenience
caused to consumers. However, the spokesperson said that all locations had the
necessary supply “within a few days.”

By 9:15 a.m., vaccine appointments begin and continue until 6:45 p.m., according
to the pharmacist. Their store usually takes one appointment every 15 minutes,
and some patients get up to four vaccines at a time.

The pharmacist and a pharmacy technician then juggle administering shots with
several other tasks. Giving jabs has become even more challenging in recent
months due to the arrival of new vaccines against Covid and respiratory
syncytial virus.

Among the other duties is addressing the prickly problems related to insurance
coverage for prescriptions, the pharmacist said. Their store receives 100 to 160
insurance issues in their system each day, so the pharmacist dedicates up to
three 30-minute to one-hour chunks of their shift to addressing them. 

Both pharmacists and technicians also have to tend to customers in-store and
over the phone. The pharmacist said they get eight to 10 phone calls per hour on
average, which can take up to 10 to 15 minutes each. 

A sign advertises COVID-19 (coronavirus) vaccine shots at a Walgreens Pharmacy
in Somerville, Massachusetts, August 14, 2023.
Brian Snyder | Reuters

All of those tasks — along with other minor responsibilities — are additional to
the pharmacist’s main job of verifying and dispensing prescriptions.

The technician typically handles the first part of that task, which involves
processing new prescription orders from doctors.

The pharmacist said they have to check that all prescription information entered
into the system matches what the doctor ordered for a patient. Their store
typically receives 300 prescriptions a day, so the pharmacist said they review
around 25 an hour. A technician or the pharmacist then fills those
prescriptions, and the pharmacist does a final review to make sure the
medications in the bottles are correct. 

The pharmacist said they are often interrupted when performing tasks, given the
urgency of other issues. The disruptions can create a backlog of work. 

The pharmacist noted that the pharmacy closes for their scheduled lunch break
from 1:30 p.m. to 2 p.m., which they often work through. By lunch, they often
have to address new insurance issues or catch up on other work they couldn’t get
to while working directly with patients.


PHARMACY TECHNICIANS FROM CVS, WALGREENS 

Pharmacy technicians are medical professionals who work alongside pharmacists to
help and support patients. 

One CVS pharmacy technician said they typically come to their store location at
7:50 a.m., 10 minutes before their eight-hour shift starts. The technician said
they typically work with one to two other technicians and one pharmacist during
their shift, which they believe is not enough to handle the workload. 

The technician said they start off their day by processing new prescription
orders from doctors — a task that they continuously do throughout the day. The
technician said they have to match each prescription to the patient profile in
the CVS system and enter all the correct information before sending it to a
pharmacist for review.

The technician also takes care of another part of the process, which involves
filling the prescriptions and printing labels before the pharmacist reviews it
for a final time. They said their store location’s prescription volume is 600 to
1,000 per day.

The technician said that as soon as their store location opens, they and their
co-workers have to handle dozens of patient phone calls, and customers waiting
to get their prescriptions or other essentials through the drive-thru. 

In addition to filling prescriptions and tending to patients, the technician
said they alternate performing several other tasks throughout the day. The
duties include administering vaccines and returning medications that weren’t
picked up by patients to pharmacy shelves. 

A CVS pharmacy stands in a Brooklyn neighborhood on February 08, 2023 in New
York City.
Spencer Platt | Getty Images

A technician from Walgreens has similar duties, but their shift is usually from
5 p.m. to 11 p.m. That technician said they feel anxiety whenever they start
their shift because there is typically an influx of patients coming to the store
who are just getting off of work: “You’re pretty much walking right into chaos.”

Patients often end up waiting for help due to what the Walgreens technician
called understaffing at their location. They added that frustrated patients
sometimes yell or snap at pharmacy staff, which can be “extremely overwhelming.”

The Walgreens technician said they typically stay longer after their shift to
help complete mandatory closing duties, such as taking out the garbage and
disposing of sensitive patient information. After arriving home, they said they
“completely crash” due to exhaustion.

Some employees who don’t technically have responsibilities in the pharmacy may
end up helping stressed-out pharmacists and technicians. 

A CVS store manager said that on three to four days of the week they work at the
front of the store from 8 a.m. to 12 p.m. and then help out at their location’s
pharmacy until 9 p.m. The manager still has a pharmacy technician license, which
allows them to perform tasks like administering vaccines. 

The store manager said they are a salaried employee, so they are “essentially
working in the pharmacy for free” to give their staff extra support.

“In some shape or form, myself or my staff are being pushed into an aspect of
the business that we didn’t sign up for,” the store manager said. “We’re being
pushed back there because we don’t have the resources.”


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