Driving Innovation and Patient Care: A Conversation with Pharmacist Jenna Eccles of Wheat Ridge Professional Pharmacy

At RxE2, we are committed to partnering with independent pharmacies to unlock new opportunities in clinical trials and enhance patient care. Our Pharmacy Network Manager, Teresa Gerbig, PharmD, RPh, recently had the pleasure of speaking with Jenna Eccles, RPh, the pharmacy manager and shareholder at Wheat Ridge Professional Pharmacy in Wheat Ridge, Colorado, and the Managing Network Facilitator (MNF) of CPESN Colorado. Jenna shared her valuable insights on integrating RxE2 programs into pharmacy workflows, the challenges and successes she has experienced, and her vision for the future of independent community pharmacy. This interview highlights how pharmacies are leveraging clinical trial opportunities to generate non-dispensing revenue and improve patient outcomes.

Read on for highlights from our conversation:

Teresa: Can you share a little bit about yourself and your pharmacy?

Jenna: I’m Jenna Eccles, a pharmacist in Colorado, also holding licenses in three other states. I’m originally from upstate New York. I became a shareholder of Wheat Ridge Professional Pharmacy in 2014, when we purchased the pharmacy from the previous owner as a group of employee owners. The pharmacy has been in place for a very long time, since the 1950s, and has changed hands over the years. We are an independent pharmacy surrounded by competitors. We rent our space, which has created barriers for clinical services and non-dispensing revenue.

I am also the MNF of CPESN Colorado, a position I’ve held for three years. The network needed a reboot, and 2024 was a great success with programs and spreading the word that CPESN Colorado is here. We are currently trying to recruit more independent pharmacy members in Colorado.

Wheat Ridge Pharmacy is a small pharmacy surrounded by chain and grocery store competitors. When we purchased the pharmacy in 2014, the previous owner was having issues, so it felt like starting a new pharmacy. We lost a lot of patients and facilities, like assisted living and long-term care facilities, to national competitors. It’s been a challenge, especially with PBMs and reform in the industry. We’ve been working hard to create non-dispensing revenue.

Teresa: Can you describe some of the RxE2 programs you’ve been involved with recently?

Jenna: In 2024, our network received two MDD (Major Depressive Disorder) clinical trial opportunities. I advocated for RxE2 to relocate to Colorado because I knew we had multiple clinical trial sites in the Denver area. I was thankful when John Croce said they were ready to engage in Colorado.

For the first MDD trial, about 10 stores in our network were invited based on location. Only one store, my store, initially participated. I decided to use my store as a pilot to learn how to interact with RxE2. In hindsight, I regret not maximizing the opportunity in that first trial due to personal reasons, as we didn’t get through all the potential patient interviews. Despite this, we still generated a little over $2,000 in non-dispensing revenue from the first trial.

For the second MDD trial, we dove right in. We had the practice and experience with the RxE2 marketplace. I knew what workflow changes were needed to identify patients and maximize pharmacist interviews and referrals. In the second trial, we referred about 11 patients, which was a great success considering our small clientele. We identified a total of 39 patients. We were able to maximize this trial, bringing in close to $5,000 in non-dispensing revenue.

Currently, we are actively involved in the severe asthma clinical trial referral program. About 11 stores in our network were invited, and four stores opted in, which is the highest participation so far. We are actively working on this initiative. I am encouraging participating stores via email and phone calls, reminding them that funding is available and participation is easy.

Teresa: What are the biggest challenges you face when integrating these trials into your existing workflow, and how do you overcome them?

Jenna: Personally, at our store, we use a pharmacy management system that isn’t as robust as some others. I rely on manual methods like hanging bag tags when verifying prescriptions. I keep the patient list next to the verification station. Since there’s only one verifying pharmacist daily, I tag the bags for patients on the list using blue tags that say “RxE2 pharmacist interview opportunity.” We also include notes for delivery patients asking them to call the pharmacist. We make outreach calls to delivery patients, which is effective because they are expecting a delivery and are likely to answer. This allows us to conduct pharmacist interviews via phone calls.

I would say the biggest personal challenge at my store is getting buy-in from the other pharmacists. While they say they want to do it, it’s hard to get the commitment. However, now that we’re in our third trial, the buy-in is improving. Our technicians, including an owner who is also a technician, and her daughter, a full-time technician, are participating and know how to effectively engage the pharmacists.

Teresa: What are the biggest keys to success in your pharmacy for these programs?

Jenna: The best thing you can do is target the patients on your list. Pharmacists verifying prescriptions all day need to know who these patients are. For us, with our less robust system, we use paper, bag tags, and notes. For pharmacies with more robust systems, you can target patients using pop-up box notes or transactional notes throughout the prescription process, including at the point of sale.

At the point of sale, it’s very easy to involve the pharmacist. A pharmacist’s interview for a clinical trial patient takes about the same amount of time as consulting a patient on a new medication or drug interactions.

Teresa: Aside from non-dispensing revenue, what are some other big takeaways from participating in RxE2 programs?

Jenna: There are a couple of things. First, as a CPESN member, you can send eCare plans quarterly. Interacting with these programs provides an opportunity to send the post-conversation eCare plans, which fulfills the CPESN USA standard.

Second, and very important, is patient care and coordination. I have a wonderful success story about a gentleman on our list for the severe asthma trial. Through our conversation, I realized his asthma wasn’t controlled despite his current prescription; he was using his nebulizer more frequently. Looking at his profile, I saw that he had been on a high-dose inhaled corticosteroid combination product a year ago. His insurance changed, requiring a switch to a different product. The doctor sent a new prescription, but it was for a much lower steroid dose, which wasn’t caught at the time. We identified this issue. I was able to coordinate care and reach out to his provider, and we got the new prescription for the higher dose. He called me yesterday to say thank you; his asthma is now controlled, and he feels much better.

He wasn’t eligible for the trial, but the fact that he’s feeling better is a success, whether he was referred or not. This is patient success that builds loyalty and respect, showing we truly care. We are improving care and benefiting patient outcomes, which is an overall success.

Teresa: What would you say to a pharmacy that is hesitant about joining RxE2 programs?

Jenna: The biggest barrier is the feeling of being overwhelmed that pharmacies and pharmacists already experience. There can be a disconnect between the owner and staff regarding the importance of engagement. I have an example of a store that was switching pharmacy management systems, hiring, and down a pharmacist – they were overwhelmed and scared about having time to interact.

I would say, yes, you have time. It is very simple to interact with it. The training is quick and can be done while working. Chart reviews take minutes at most. If a patient is on the list, you simply go to their profile, check their medications and dosage strengths – that’s your chart review, which takes maybe one or two minutes.

If you integrate it into the workflow and target patients using notes, bag tags, or pharmacy management system features, it is very simple to interact and get eligible patients referred.

The referrals truly bring in wonderful cash flow, and it’s worth it. When owners see the revenue potential, like bringing in $5,000 or $10,000, they will support their staff’s engagement. It is absolutely doable.

Also, many other stores in our network would love to be invited but are excluded due to their distance from the trial site. Jump into the opportunity and opt in, not just for your store, but to show the network can interact and do great things. It’s hard when stores that want to participate don’t have the opportunity, and invited stores don’t opt in.

Teresa: Do you expect a significant increase in the number of pharmacies participating if decentralized trials are offered?

Jenna: Yes, I expect that. Based on a recent survey, four Colorado stores completed it, and I know there are more than four stores that would benefit from decentralized trials. More stores also have the facility space to support this. Our store has a barrier with space because we rent and would need to build out, which we lack the cash flow. I will push for this for more stores in the Colorado network. I could definitely see more than four stores wanting to interact with a program like that.

Teresa: As a business owner, where do you see pharmacies heading as they pivot to non-dispensing revenue sources?

Jenna: I believe pharmacies, especially those with space, will become clinics or be considered mini-clinics. This is beyond bringing in a PA (physician assistant) or nurse practitioner. In Colorado, we have a large scope of practice. Many stores are engaging in point-of-care testing and test-to-treat. There are also opportunities for HEDIS (Healthcare Effectiveness Data and Information Set) measure gap closures.

More and more stores are interacting in this space. There’s more opportunity for medical billing for enhanced services. This is happening across the board, and many stores are already doing it. This involves billing insurance plans for these touchpoints and enhanced services. Pharmacists must be credentialed with each plan, which takes time, but many stores are engaging in this.

Teresa: Are these activities typically billed to insurance, or are they cash models?

Jenna: Both. Since the COVID pandemic, the cash model for these services has really opened up. When pharmacies are starting out, it’s often a cash model until pharmacists can get credentialed. In Colorado, pharmacists can become Medicaid providers. That was the first step for our store – becoming a Medicaid provider. This allows us to provide vaccine hesitancy consults and some MTM (Medication Therapy Management) services for Medicaid customers. Our next step is getting credentialed with our top two highest payers. So, I’d say the cash model often comes first, followed by credentialing.

Teresa: Thank you, Jenna, for your time and insights.

We thank Jenna Eccles, RPh, for her time and for sharing her experiences and insights on how independent pharmacies can thrive by embracing new opportunities like clinical trial referrals and enhanced patient services.