• Arkansas pharmacist Austen Hacker shares how small, consistent interactions build the foundation for patient safety and better outcomes across pharmacy settings.

Arkansas, USA, Aug 18, 2026, ZEX PR WIRE — Maria came to the pharmacy counter for the third time that month. Each visit, she asked the same questions about her medications. To an outsider, it might have looked like frustration on both sides. But the pharmacist saw something different: a patient trying to regain control after a frightening diagnosis. Instead of rushing through the consultation, he took five extra minutes to explain how the medications worked together, wrote down timing instructions, and asked what worried her most. Two months later, Maria told him she finally felt confident managing her treatment. That conversation became the turning point.

Austen Hacker has spent years witnessing moments like this across retail, hospital, institutional, ambulatory, and oncology pharmacy settings. He has opened and managed an oncology pharmacy, established a surgery center pharmacy, and directed multi-facility pharmacy services for Mississippi County Hospital System. Throughout his career, he has seen that clinical expertise alone does not create trust. Trust grows when patients feel heard, understood, and respected.

The Invisible Work Behind Every Prescription

Most people see a prescription bag and assume the work is done. They do not see the series of decisions that happen before that bag reaches their hands.

“People see the prescription bag. They do not always see the thirty decisions that happened before that bag reached the patient,” Hacker says.

Those decisions include checking for drug interactions, verifying dosages, confirming insurance coverage, and flagging potential safety concerns. In hospital and oncology settings, the complexity increases. Pharmacists collaborate with physicians, nurses, and specialists to adjust treatments based on lab results, patient response, and side effects.

“One of the most useful things a pharmacist can do is catch the problem before it becomes a hospital problem. Sometimes that is a wrong dose. Sometimes it is a patient who stopped taking a medication because it made them dizzy. Sometimes it is a simple misunderstanding that can become serious if no one asks the right question,” Hacker explains.

This level of attention requires more than technical knowledge. It requires listening, observing, and taking the time to understand what patients are experiencing.

Building Trust One Question at a Time

Trust is not built through dramatic interventions. It develops through small, consistent interactions that show patients their concerns matter.

“Patients want to know that someone is listening to them. Clinical knowledge is essential, but people also need to feel heard. When patients trust their healthcare team, they are more comfortable asking questions, sharing concerns, and becoming active participants in their own care,” Hacker says.

In oncology pharmacy, where patients often face complex treatment regimens and significant side effects, this trust becomes critical. Patients who feel comfortable communicating with their pharmacist are more likely to report adverse reactions, ask about symptom management, and follow through with their medication schedules.

Hacker emphasizes that trust is earned gradually, not given automatically. “Trust is something you earn one conversation at a time. It grows when patients know you will answer their questions honestly, explain things clearly, and take the time to understand what they are experiencing.”

Learning to Lead by Staying Curious

Hacker’s path to pharmacy leadership began with a career change. Before entering healthcare, he earned a Bachelor of Music in Piano Performance from Baylor University. He graduated Cum Laude in 2012, but soon faced a difficult reality.

“Before I graduated from Baylor with my Bachelor of Music, I recognized a harsh reality: I was not talented enough to make a decent living as a pianist. This realization led me to pursue Pharmacy as a career, which I was a much better fit for,” he recalls.

He returned to school at the University of Louisiana Monroe, where he earned a Bachelor of Science in Pharmaceutical Science in 2015 and a Doctor of Pharmacy degree in 2018. That willingness to change direction shaped his approach to leadership.

“I used to think success came from getting everything right. Now I think it comes from continuing to learn, staying curious, and helping the people around you do their jobs well,” Hacker says.

His leadership roles have included directing pharmacy operations for multiple hospital facilities, managing a 340B drug pricing program, implementing remote order entry coverage, and establishing new processes for sterile compounding compliance. In each setting, he focused on creating systems that supported both staff and patients.

A Framework for Building Trust in Patient Care

Trust is not abstract. It is built through intentional actions that can be applied by any healthcare professional working directly with patients.

Copy This Framework: Five Phases to Strengthen Patient Trust

Phase 1: Create space for questions. At the start of every interaction, invite patients to share concerns. Ask open-ended questions like “What worries you most about this medication?” or “Is there anything that has been confusing?” This signals that their input matters.

Phase 2: Listen without rushing. Avoid interrupting or finishing sentences. Give patients time to express themselves fully. When people feel heard, they are more likely to share critical details about symptoms, side effects, or medication adherence challenges.

Phase 3: Explain clearly, then confirm understanding. Use plain language to describe how medications work, what side effects to watch for, and when to call for help. After explaining, ask the patient to repeat the key points in their own words. This ensures nothing is lost in translation.

Phase 4: Document and follow up. Keep notes on patient concerns and follow up during the next visit. A simple question like “How did that new medication work for you?” shows that you remember their situation and care about the outcome.

Phase 5: Build relationships over time. Trust deepens through repeated positive interactions. Consistency matters more than perfection. Show up, listen, and follow through, even when schedules are tight.

Quick Wins: Small Actions That Build Trust Immediately

• Greet patients by name and make eye contact.

• Repeat important instructions in writing.

• Offer to call patients a few days after starting a new medication.

• Acknowledge when you do not know the answer and commit to finding out.

• Validate patient concerns instead of dismissing them.

Red Flags: Signs That Trust Is Breaking Down

• Patients stop asking questions or seem withdrawn.

• They nod along but do not follow medication instructions.

• They avoid eye contact or give short, guarded answers.

• They express frustration about past experiences with other providers.

• They miss appointments or stop picking up prescriptions without explanation.

Rethinking Success in Healthcare

Hacker’s view of success has evolved over the years. Early in his career, he measured success by outcomes. Now, he focuses on growth and learning.

“In the past, I measured success by outcomes, but more recently, I realized that the best measure of success is how you grow and learn from any experience,” he says.

He also believes that professional achievement should not come at the expense of personal well-being. “I think you should devote no more than 40% of your time to achieving professional success, and the other 60% should be spent on personal life (family, relationships, self-care, entertainment, church, hobbies, etc.).”

This philosophy shapes how he approaches both leadership and patient care. Success is not about appearing flawless. It is about showing up consistently, learning from mistakes, and helping others do the same.

Apply This Framework This Week

Trust is not built in a single moment. It is built through small, intentional actions repeated over time. Whether you work in a retail pharmacy, a hospital, or a specialty clinic, you have opportunities every day to strengthen the relationships that make healthcare work.

This week, choose one phase from the framework and apply it to your patient interactions. Create space for questions. Listen without rushing. Explain clearly and confirm understanding. Document concerns and follow up. Build relationships over time.

Your patients are watching. They are listening. They are deciding whether to trust you. What you do in the next conversation matters.

About Austen Hacker

Austen Hacker, Pharm.D., is a licensed pharmacist in Arkansas with experience across retail, hospital, institutional, ambulatory, and oncology pharmacy settings. His career includes serving as Director of Pharmacy at Mississippi County Hospital System, where he managed two hospital pharmacies and one oncology pharmacy. He also opened and managed an oncology pharmacy and a surgery center pharmacy during his tenure at CARTI Cancer Center in Little Rock, Arkansas. Before entering pharmacy, he earned a Bachelor of Music in Piano Performance from Baylor University. He is based in Little Rock, Arkansas.

• Catrina Bodamer, a litigation consultant and Chartered Financial Analyst based in Atlanta, Georgia, explains why interdisciplinary learning solves problems that specialization alone cannot.

The Problem with Staying in Your Lane

Georgia, USA, Aug 18, 2026, ZEX PR WIRE — Sarah had spent eight years climbing the ladder in corporate finance when she hit a wall. Her models were flawless, her forecasts precise, but when stakeholders challenged her assumptions in meetings, she struggled to respond. The questions came from legal, operations, and compliance angles she had never studied. She felt trapped by her own expertise.

Then she met a consultant who had worked in law, finance, and real estate. The consultant asked questions Sarah had never considered, connected dots across industries, and reframed problems in ways that opened new solutions. Within six months, Sarah enrolled in a part-time law program. Two years later, she was leading cross-functional teams and solving the kind of problems that had once left her stuck.

“I’ve always been interested in understanding how things work,” says Catrina Bodamer, a litigation consultant and Chartered Financial Analyst whose career spans law, finance, and real estate. “The more you learn about different industries and different perspectives, the better equipped you are to solve problems.”

What Interdisciplinary Training Actually Looks Like

Bodamer earned a Bachelor of Science in International Affairs from the Georgia Institute of Technology, with minors in Economics and History. She went on to complete an MBA in Finance and Marketing from Emory University’s Goizueta Business School, then earned a Juris Doctor from Georgia State University College of Law. Along the way, she achieved the Chartered Financial Analyst (CFA) designation and earned FINRA Series 7 and Series 66 licenses.

Her career has included litigation support, legal research, financial analysis, investment evaluation, securities compliance, wealth management, and real estate brokerage. She has assisted with the development and launch of investment funds, conducted valuation and cash flow analyses, supported regulatory compliance efforts, and advised clients on financial planning and investment strategies.

“I’ve learned that ideas often come from unexpected places, and staying curious helps me approach challenges from different angles,” Bodamer explains.

The Hidden Cost of Narrow Expertise

Specialists are valuable, but they often miss connections that generalists see immediately. A lawyer who understands finance can spot issues in deal structures before contracts are signed. A financial analyst who knows real estate can evaluate investment opportunities with a more complete picture. A consultant who has worked across industries can ask the questions that prevent costly mistakes.

Bodamer’s work involves evaluating public equities, modeling investment opportunities, and supporting complex litigation matters. Each of these tasks benefits from her ability to move between disciplines.

“You have to be willing to put in the work before you see results,” she says.

Copy This Framework: Five Phases to Build Cross-Disciplinary Expertise

Phase 1: Identify the Adjacent Discipline That Complements Your Core Skill Look at the problems you struggle to solve or the questions you cannot answer. If you work in finance and regulatory issues confuse you, consider legal training. If you are a lawyer who avoids financial projections, study finance. Choose one discipline that sits next to your current expertise.

Phase 2: Commit to Structured Learning, Not Just Casual Reading Enroll in a degree program, earn a certification, or complete a professional credential. Bodamer earned three advanced degrees and the CFA designation. Structured learning forces you to go deeper than reading articles or attending webinars.

Phase 3: Apply New Knowledge to Real Projects as You Learn Do not wait until you finish a program to use what you are learning. Look for opportunities at work to apply new concepts. Volunteer for cross-functional projects. Offer to help colleagues in other departments. The friction of applying unfamiliar ideas is where real learning happens.

Phase 4: Build Habits That Support Continuous Learning Bodamer identifies her most focus-intensive task first thing in the morning before checking emails. She reads daily about law, business, economics, and other topics. She does her best thinking early in the day. Create routines that protect time for learning and deep work.

Phase 5: Translate Your Interdisciplinary Experience into Clear Value for Others Once you have built expertise across disciplines, show others how that combination solves problems they face. Bodamer’s ability to support litigation, evaluate investments, and navigate regulatory compliance comes from her training in law, finance, and real estate. Make your interdisciplinary skill set visible and useful.

Quick Wins: Start This Week

• Read one article or chapter outside your field every morning for the next seven days.

• Reach out to one colleague in a different department and ask what problems they are working on.

• Research one certification or graduate program that complements your current role.

• Volunteer to join a cross-functional project team at work.

• Block one hour on your calendar each week for focused learning, before email or meetings.

Red Flags: When Cross-Disciplinary Learning Backfires

• You collect credentials without applying what you learn to real work.

• You spread yourself so thin that you never develop depth in any area.

• You pursue degrees or certifications just to impress others, not to solve problems.

• You skip foundational courses because they seem boring, then struggle with advanced material.

• You avoid the hard work of translating theory into practice.

Why Discipline Matters More Than Talent

Bodamer grew up in the suburbs of Atlanta, including communities such as Canton, Cumming, Alpharetta, and Marietta. She was active in softball, cheerleading, and the Fellowship of Christian Athletes while excelling academically as an Honor Graduate and Academic Scholar.

“Sports taught me discipline,” she says. “You learn how to work toward a goal, how to prepare, and how to keep going even when things don’t go exactly as planned.”

That discipline carried into her academic and professional life. She scored in the 95th percentile on the GMAT and the 96th percentile on the LSAT. She earned a perfect score in Real Estate Transactions, received multiple CALI awards, and was awarded full academic scholarships. She served as Treasurer of the Moot Court Board.

Each achievement required sustained effort over time, not bursts of inspiration.

Apply This Framework to Your Own Situation This Week

Choose one discipline adjacent to your current expertise. Research a program, certification, or structured learning path that will deepen your knowledge in that area. Block time on your calendar this week to begin. Identify one project at work where you can apply what you learn. Start building the cross-disciplinary skill set that will help you solve problems others cannot.

About Catrina Bodamer

Catrina Bodamer is a litigation consultant and Chartered Financial Analyst based in Atlanta, Georgia. Her career spans law, finance, real estate, investment analysis, and regulatory compliance. She holds a Bachelor of Science in International Affairs from the Georgia Institute of Technology, an MBA in Finance and Marketing from Emory University’s Goizueta Business School, and a Juris Doctor from Georgia State University College of Law. She also holds FINRA Series 7 and Series 66 licenses and is a member of the CFA Institute and the Atlanta Track Club.