Business Coaching Profile: Crystal McDuffie
By Good Neighbor Pharmacy
McDuffie began her career at Walgreens in 2003, working as a pharmacy technician while attending Limestone College. She earned a degree in business administration with a minor in business management, then followed a leadership path within the organization. That combination — hands-on experience in the pharmacy and formal business training — shaped her approach to coaching and leadership.
“I feel like that gave me a really strong understanding of the day-to-day operations and team leadership,” McDuffie said. “I know what it’s like to be in a pharmacy every day.”
Her front-line credibility matters. She’s experienced what it takes to keep prescriptions moving, patients supported, and teams aligned under pressure. At Walgreens, she worked in high-volume settings, sharing that her team filled many prescriptions each day. That operational exposure, she said, helped her connect with people in a way others sometimes could not.
“Me having that background as a technician got me in rooms and places where a lot of my peers didn’t get to experience, unfortunately, because they did not have a background in the pharmacy industry,” she said.
In early 2020, McDuffie made a significant career move into Good Neighbor Pharmacy business coaching, working directly with independent pharmacies to improve performance. She joined Cencora to become a Good Neighbor Pharmacy business coach — a transition that coincided with the uncertainty of the COVID-19 shutdowns.
It was, she recalled, a leap of faith after a long tenure with one employer. “I had been with my previous company…for 16 1/2 years,” she said. “So…once the world shut down…right towards the end of my training… I was like, ‘Dang, did I make the right decision?’”
What reassured her was how quickly the work felt purposeful and natural — and how much trust pharmacy owners placed in the relationship. “Once I started having my meetings, …knowing that the pharmacy owners were trusting me with their business and their pharmacies…that right there was huge for me,” she said.
Today, McDuffie serves as Good Neighbor Pharmacy’s Program Lead, Business Coaching, leading a team of business coaches who support independent pharmacies nationwide. Her leadership philosophy is rooted in engagement — helping her team show up with empathy, clarity, and practical guidance, while also modeling the principles she asks coaches to reinforce.
“I like to develop them and make sure that my coaching team is supported,” she said. “Just like how I support pharmacy owners… I make sure that they’re engaged too. I don’t just say it. I make sure that I do it too.”
What drives her, McDuffie says, is impact at scale. “In my leadership role, I get to make an impact with pharmacies across the United States,” she said. “I support my coaches so that they are able to effectively coach those pharmacies, so that we can provide the right and the best resources for those communities.”
And what keeps her up at night is the same concern many independent owners carry — access to care in communities when financial pressures threaten pharmacy viability. “We have some pharmacies that just are struggling right now to stay open,” she said. “Those patients in those communities are losing access to care because reimbursements are so low.”
McDuffie brings to her role a people-centered style, grounded in strong communication and adaptability. “Being a relatable person…knowing to meet people where they are,” she said. “I pride myself in my people leadership skills…my communication skills.”
To learn more about Good Neighbor Pharmacy business coaching and how it supports independent pharmacies, visit https://www.wearegnp.com/business-performance.
