Amplifying Technicians: Emily Hoffins, MS, PhD

In episode 7 of Amplifying Technicians, host Taylor Watterson sits down with Emily Hoffins, MS, PhD, postdoctoral researcher in the Systems-based Collaborative Research for PatienT Safety (SCRPTS) Lab at the University of Illinois Chicago Retzky College of Pharmacy.

Hoffins’ work sits at the crossroads of health communication, medication safety, and human factors. Though she's not a pharmacy technician herself, Hoffins has spent years observing what actually happens in pharmacy settings, and what she's found has real implications for the technician role.

One of her most striking insights is how patients approach the pharmacy counter often and operate under the assumption that whoever they're speaking with is trained to answer their questions. The gap between patient expectation and clinical reality creates friction, and technicians are frequently the ones absorbing it.

The conversation covers Hoffins’ research on over-the-counter (OTC) shopping behavior in older adults, direct-to-consumer drug advertising on social media, and what thoughtful communication and environmental design can do to reduce medication risk. Watterson also digs into policy-level findings around technician roles with her guest and explores how technicians can be active participants in health communication—not just gatekeepers.

While pharmacists and the practices they occupy are often referred to as the first line of defense for medical intervention across US communities, it’s the pharmacy technicians who truly serve as the first patient touchpoint. This is a must-listen for anyone thinking seriously about the technician's place in patient safety, if not medication use as a whole.

Be sure to tune in each month on Drug Topics for conversations that highlight the impact of pharmacy technicians and the many ways they are advancing the profession. All episodes of Amplifying Technicians will be available in video format via DrugTopics.com on the last Tuesday of each month. Check out our previous episode with Mohammad Al Numan, BS, MS, a 2025-27 University of Illinois Chicago/Takeda Fellow in Health Economics and Outcomes Research.

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