Olandria Payne: Behind the Counter
Behind the Counter: Lessons in Patience, Empathy, and Problem-Solving at CVS
During my internship at CVS, I quickly realized that working in a healthcare setting means managing more than just inventory or insurance forms—it’s about meeting people where they are, especially when they are stressed or in need. Every day brought new challenges that tested my patience, empathy, and ability to adapt. When I look back on my internship, one moment stands out to me as a turning point in my career. It wasn’t the most glamorous task, but it became a lesson that I’ll carry throughout my career in healthcare management. An older man, perhaps in his late sixties, approached the counter with a mix of frustration and desperation. He placed his prescription bag on the counter and said, “This isn’t right. It’s too expensive. I can’t afford it.” His tone was sharp, but under his tone, I sensed panic. His medication wasn’t optional—it was something he needed to manage a chronic condition—and the insurance coverage had fallen short of his expectations. In that moment, I had to think fast. I could tell that his frustration wasn’t just about the money but also about feeling powerless in a system that often seems impersonal and indifferent. All of the theories and concepts I had learned in my healthcare management courses suddenly felt very real. This was an opportunity to put patient advocacy into practice and to act on one of the core lessons I had taken from my studies: healthcare isn’t just about policies and procedures, it’s more about people.
Staying calm, I reassured him that I understood his frustration and promised to do everything I could to help. I checked with the pharmacist, who confirmed that the insurance coverage was correct, but that didn’t change the fact that the medication was beyond the customer’s budget. So, I made a few phone calls, first to his insurance provider to confirm there were no additional benefits, and then to the manufacturer. After some digging, I found a coupon program that reduced the price by over half. When I handed the new receipt to the man, the tension in his face melted away. “Thank you,” he said quietly, the anger replaced by gratitude. This experience was about more than simply solving a problem. It was about understanding that even small actions can have a profound impact on someone’s life. It also gave me a deeper appreciation for the challenges that many people face when navigating healthcare systems. For many customers, it isn’t just about getting their medications on time. It’s about overcoming financial, logistical, and emotional hurdles that aren’t always visible from the outside.
During my internship, I developed a deeper understanding of empathy's critical role in healthcare management. While my coursework often highlighted the concept of patient-centered care, seeing it in action at CVS gave me a new perspective. I learned that true empathy isn’t always about grand gestures or sweeping changes; rather, it lies in the small actions, like offering a kind word to someone having a tough day or going the extra mile to find a discount for a customer in need. These seemingly minor acts can make a profound difference to someone feeling lost or overwhelmed by the complexities of healthcare. This experience expanded my view of leadership as well. I came to realize that leadership doesn’t always require holding a title or making high-level decisions. It can be as simple as showing up for people in the moment, being patient, and looking for creative solutions to unexpected problems. In small ways, I found myself in a position where customers relied on me for support, and this sense of responsibility gave me a purpose beyond the job itself. I learned that leadership in healthcare can mean making a positive impact, one interaction at a time. There were challenges too, especially in maintaining empathy when the work felt overwhelming. Some days, the frustration of customers and the sheer volume of tasks made it difficult to stay focused on individual needs. Yet, I discovered that empathy doesn’t mean solving every problem immediately. Sometimes, it’s simply about being present, letting people know they’re heard, and showing understanding even when solutions aren’t straightforward. These moments taught me that being empathetic involves acknowledging others' struggles and being there for them—even when it's challenging.
Looking back, I see my internship as a bridge between theory and practice. Textbooks may teach the principles of patient-centered care, but the real lesson came from standing behind a counter with a line of customers and a frustrated person in front of me, looking for help. My time at CVS revealed that healthcare is not just about following policies or procedures; it’s about building connections and demonstrating compassion in every interaction. As I prepare for graduation, I feel a renewed confidence in my future in healthcare management. Witnessing how small actions can impact others’ well-being, I want to carry that mindset with me throughout my career. Whether working directly with patients or managing healthcare operations, I know that empathy will be the core of everything I do. This internship has also deepened my commitment to healthcare management. It’s clarified the type of leader I aspire to be: one who makes strategic decisions while fostering a culture of compassion and understanding. Ultimately, my internship at CVS was far more than a learning experience—it was a journey of personal and professional growth. I learned to balance efficiency with empathy, embrace challenges as opportunities, and view every interaction as a chance to make a positive impact. These lessons have not only shaped my career aspirations but also instilled values that will guide me as I move forward in the healthcare field, ready to lead, advocate, and serve others with compassion and dedication.
Olandria Payne is a senior at Lander University, majoring in Business Administration with an emphasis in Healthcare Management. In the summer of 2024, she completed an internship at CVS, where she gained hands-on experience in customer service, healthcare operations, and patient advocacy. She will graduate in May 2025 and plans to pursue an online master’s degree while working full-time in the healthcare field.