How Stephanie Wells Helps Independent Pharmacies Thrive with Digital Health
Can you share a little bit about your role on the Center of Excellence team for digital health and what does your day-to-day work look like?
My role as a Customer Service and Admin Support Level II in the Center of Excellence is to help integrate pharmacies into digital health. On a daily basis, I work closely with our members to troubleshoot issues, provide additional training, credential new users, and add staff to the platforms we support. I also help identify opportunities for pharmacies to promote services in their communities. In many ways, I’m a bridge between technology and the independent pharmacies that rely on it.
How does your role support IPC Digital Health and the broader goals for IPC?
I see my role as connecting IPC’s innovation to the pharmacies who depend on it. By giving a human touch to digital health, I help make the technology feel approachable and reliable. That aligns with IPC’s mission to strengthen independent pharmacies and keep them thriving.
What impact does your work have, not just on our members, but the patients they serve?
My role allows pharmacists, staff, and patients to feel confident using iCare+. When issues arise, they know they can reach out to me for training or troubleshooting. That support frees up pharmacists to spend more time caring for their patients instead of worrying about technical challenges.
What excites you most about the future of digital health and the opportunities it creates for independent pharmacies?
I grew up in rural east Tennessee, so I’ve seen how much communities can benefit from greater access to care. Digital health gives underserved populations new ways to receive quality care, while also providing local pharmacies with opportunities for growth and new revenue streams. I’m excited to be part of that progress.
What inspired you to join IPC Digital Health and become part of the team?
Shannon Battle, who I worked with previously, told me about the opportunity. I’ve been a certified pharmacy technician for many years and have worked in independent, mail order, hospital inpatient, and outpatient settings. Supporting independent pharmacies has always been close to my heart because I’ve seen the impact they have on their communities. This role gives me the chance to continue that support from the digital health side, rather than behind the counter.
What has been the most rewarding project or initiative you’ve been a part of so far?
Developing a high-touch and low-touch approach to supporting stores has been the most rewarding. By listening to pharmacies and learning what works best for them, we created an engagement model that meets each pharmacy where they are. Some prefer frequent check-ins, while others only need marketing support. Giving them options ensures they get the right level of support, which has been very rewarding to see in action.
What motivates you in your work and keeps you passionate about healthcare?
Growing up in a small rural area, I know my family could have benefited from digital health tools like iCare+. Now I get to help pharmacies stay in business and continue serving their communities. Independent pharmacies play such a critical role in small towns, and I’m motivated by the chance to help them remain strong.
What’s one thing you wish every independent pharmacy owner understood about digital health and iCare+?
I would encourage pharmacy owners not to get overwhelmed. iCare+ has many different features, but you don’t have to use them all at once. Choose what works best for your pharmacy and focus on that. For example, if ScriptPass isn’t a fit, maybe the telemedicine portion or Uber Direct can provide real value. There’s something in iCare+ that can benefit every pharmacy.
