IPC Staff Spotlight: April Haines, Member Services
As a Member Services Representative, you’re often the first voice our members hear. What does a typical day look like for you?
Every day is different. There’s no real script or set to‑do list because each call brings something new. One moment I might be helping with shipping or tracking questions, the next I’m answering inventory or EDI setup questions. We really are the jack of all trades in member services, and that keeps things interesting.
What are some of the most common challenges you hear from members right now?
Recently, a lot of questions have centered around DSCSA compliance and getting systems set up correctly. It can feel overwhelming for pharmacy owners, especially when they’re already stretched thin. Part of my role is helping them work through those setups step by step so everything feels manageable instead of stressful.
You’re on the front lines every day. What do you think sets IPC’s member support apart?
We genuinely want to help. If we can’t solve something on the first call, we don’t stop there. We loop in other departments, dig for answers, and follow through. Many of us have been talking to pharmacists for years, so we understand their frustrations. We don’t want them to struggle alone.
Why do you enjoy supporting IPC members every day?
I like helping people succeed. Independent pharmacies are facing a lot, and I feel like I have the right tools to help them through those challenges. Every day feels like solving a puzzle, figuring out the best solution for that specific situation. That’s what keeps me motivated.
Is there a member interaction that has really stayed with you?
There was a pharmacy owner in Michigan who called frequently over the years, sometimes for help and sometimes just to talk. After he closed his pharmacy after more than 30 years, he sent our team a thank‑you card. He thanked us for being there for him and for having such a caring staff. That moment really stuck with me because it reminded me that what we do matters, even when it feels small.
What’s something you’re most proud of contributing to the team?
I’m very go-with-the-flow, but I think being someone members feel comfortable talking to is what I’m most proud of. When they trust me enough to call and ask questions without hesitation, that means everything.
Outside of work, how do you recharge?
I love being outside. I recently picked up knitting, work part‑time at a greenhouse, and spend a lot of time camping, fishing, or walking in the woods with my dog. Being outdoors really helps me reset.
