When asked how she found her way to Zufall Health, pharmacist Gretel M. Gautier-Rivera, RPh, MBA, says it was “meant to be.” Her position at a long-term care pharmacy, where she intended to stay until retirement, was unexpectedly terminated by a site closure. While reevaluating her path for the first time in many years, a job opening at Zufall Health caught her attention.

“Two of the biggest challenges in health care, especially for underserved populations, are medication cost and adherence,” she said. “I was excited to have the opportunity to address both at Zufall.”

As pharmacist-in-charge at Zufall’s Goodale Pharmacy, the health system’s retail pharmacy, Gautier-Rivera oversees the safe and efficient dispensing of medications. She appreciates that the pharmacy removes barriers to medication access by offering free delivery and participating in the federal 340B Drug Pricing Program.

Her care also extends beyond the pharmacy counter. As a clinical pharmacist, she provides medication counseling and diabetes self-management education at Zufall medical sites. During these sessions, which are typically 45 minutes, she can build relationships and address complex medication issues with empathy.

One patient’s experience stands out. After two years of insulin refills, her blood sugar remained high. Despite multiple consultations, nothing worked until Gautier-Rivera discovered the patient had been injecting insulin with the protective cap still on the needle. After correcting the issue, the patient’s blood sugar quickly improved.

“That moment reminded me how critical it is to build rapport and truly listen,” Gautier-Rivera says. “People don’t always feel comfortable seeking help, but if they trust you, they open up. And that can change everything.”

Gautier-Rivera adds that she hopes to one day bring her work full circle with a consultation room inside Goodale Pharmacy for chronic disease education, medication counseling, and medication reconciliation.

“For many of our patients, the pharmacy is their first point of contact with the health care system. Adding this space would be a natural extension of what we already do: meet patients where they are and help them improve their health through personalized care and support.”

Gautier-Rivera, who joined Zufall in 2023, earned her bachelor’s degree in pharmacy from the University of Puerto Rico and MBA from Lehigh University.