Leadership and Expanding Pharmacy’s Impact with Susan Jacob, PharmD, MBA

Summary

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Episode Overview

Title: Leadership and Expanding Pharmacy’s Impact
Date: April 6, 2026
Guest: Susan Jacob, PharmD, MBA — Director of Pharmacy at NYC Health and Hospitals (transitioning to a safety net health system in New Jersey)
Host: Scott Becker, Becker’s Healthcare

Theme:
The episode explores how pharmacy leaders like Dr. Susan Jacob are elevating the profession’s role in public health, patient education, chronic disease management, and equitable care—especially within safety net systems. Susan shares her leadership approach, major industry trends, her philosophy of service, and advice for emerging healthcare leaders.

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Key Discussion Points & Insights

1. Susan’s Background and Leadership Philosophy

[00:24-01:41]

• Susan is a pharmacist and public health leader with 21 years of experience in large, complex health systems.
• Central mission: Build safer, more efficient healthcare with an emphasis on patient education and empowerment.
• Servant leadership: Influenced by her mentor, Dr. Vicki Powell, Susan’s focus is on putting the team first, creating supportive, valued environments.
• She is transitioning to a Director of Pharmacy role at a New Jersey safety net health system in May, excited to serve vulnerable populations and expand access to care.
• Quote:

  “Informed patients, Scott, are empowered patients.” — Susan Jacob [00:35]
  "At the end of the day, I don’t just work in health care. I work to make healthcare work better for everyone." — Susan Jacob [01:34]

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2. Major Trends and Challenges in Pharmacy

[01:41-02:51]

• Expanding Pharmacy’s Role: Focus on patient education, chronic disease management, and improving care access for underserved patients.
• Addressing Social Determinants of Health: Meeting patients where they are, helping them navigate complex care beyond clinical needs.
• Health Equity and Data-Driven Care: Increasing emphasis on health equity; using data to drive decisions.
• Workforce Sustainability: Importance of supporting and strengthening pharmacy teams; direct link between empowered teams and improved patient outcomes.
• Quote:

  "Data drives decisions and along with workforce sustainability. As a servant leader, I think a lot about how we support our teams because when teams are really strong and supported, you see that the patient outcomes truly improves." — Susan Jacob [02:33]

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3. Transition to a New Role & Vision for the Future

[03:02-04:01]

• Excited to amplify system-level impact, especially in environments of great need.
• Proud of past initiatives: Improving operations, compliance, and team support.
• Intentional about fostering a culture of safety and openness for both staff and patients.
• Strong emphasis on patient education to promote medication adherence and better outcomes.
• Measures success by setting up both patients and teams to succeed, with a deep commitment to communities in need.
• Quote:

  "For me, success—whether I'm in New York or New Jersey or anywhere in the country—is when both patients and teams are set up to succeed, especially in these underserved communities that need it the most." — Susan Jacob [03:54]

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4. Advice for Emerging Healthcare Leaders

[04:18-05:40]

• Susan shares her unique immigrant background and values derived from her parents, emphasizing service, pride, and humility.
• Core Principles:
  • Lead with service and humility.
  • Put the team first—leadership is “we,” not “I.”
  • Advocate for and empower your teams to improve care.
  • Stay connected to your core purpose (e.g., education, equity, access).
  • Leaders should create spaces for others to thrive and be open to growing into new roles.
• Quote:

  "This work is truly bigger than any one person. It's about impact... Always advocate for your teams. And it’s not an I in a leadership, but it’s a we." — Susan Jacob [04:32]
  “Leadership, it's not about having all the answers. It's about creating space for others to thrive and making decisions that improve outcomes for entire communities.” — Susan Jacob [05:14]
  "I'm passionate about creating innovative care models and supporting pharmacy teams to practice at the top of their licenses, because that's how we truly improve patient care." — Susan Jacob [05:34]

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Notable Quotes & Memorable Moments

• “Informed patients...are empowered patients.” — Susan Jacob [00:35]
• “I don’t just work in health care. I work to make healthcare work better for everyone.” — Susan Jacob [01:34]
• “Data drives decisions...when teams are really strong and supported, you see that the patient outcomes truly improves.” — Susan Jacob [02:33]
• “Success...is when both patients and teams are set up to succeed, especially in these underserved communities.” — Susan Jacob [03:54]
• “It’s not an I in leadership, but it’s a we.” — Susan Jacob [04:36]
• “Leadership...is about creating space for others to thrive and making decisions that improve outcomes for entire communities.” — Susan Jacob [05:14]

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Important Segments & Timestamps

• Susan’s Background & Leadership Approach: [00:24–01:41]
• Pharmacy Trends & Challenges: [01:41–02:51]
• Vision for New Role: [03:02–04:01]
• Advice to Emerging Leaders: [04:18–05:40]

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Conclusion

This episode delivers compelling insights from Susan Jacob, a pharmacy leader committed to service, innovation, and equity. Her experiences and principles highlight the evolving, critical role of pharmacy in public health and underscore the importance of servant leadership, team empowerment, and mission-driven care—especially in safety net systems where the impact on vulnerable populations is greatest.

For anyone interested in healthcare leadership, pharmacy practice innovation, or advancing health equity, Susan’s perspective offers valuable lessons and inspiration.

Transcript

[A]

This is Scott Becker with the Becker's Healthcare podcast. I'm thrilled today to be joined by a great healthcare leader. We're joined today by Susan Jacob. Susan's a pharmacy leader, director of pharmacy at NYC Health and Hospitals, one of the great public health systems in the country. A fantastic place. Susan, can you take a moment and tell us about yourself and your career?

[B]

Sure, absolutely. I am a pharmacist and public health leader focused on improving health outcomes at both the patient and system level. My work really has centered on building safer, more efficient healthcare systems with a strong emphasis on patient education because informed patients, Scott, are empowered patients. I'm also a servant leader at heart. That was taught to me by my mentor, Dr. Vicki Powell from New York Presbyterian. I believe in putting my team first and creating environments where people really feel supported, safe, valued and able to do their best work. Now, over the course of my 21 years in practice as a pharmacist, I've spent my career in large complex health systems leading initiatives around medication safety, operational excellence and access to care. And I'm really excited to share the news now that I'm now transitioning into a director of pharmacy role within a safety net health system in New Jersey this May May, where I'm especially excited to support vulnerable populations and expand access to high quality, equitable care. And at the end of the day, I don't just work in health care. I work to make healthcare work better for everyone.

[A]

Thank you. And take a moment on sort of the big trends in pharmacy, whether at a great safety net hospital in New Jersey or system or great public health system in New York. Talk a bit about some of the challenges and trends that you're watching in the pharmacy area in the ability to take care of people how you'd like to.

[B]

Mm, absolutely. I'm really focused on expanding the role of pharmacy and public health, especially in patient education, chronic disease management and improving access for underserved populations. In safety net systems, we're really seeing how critical it is to address not just clinical needs, but also social determinants of health and meeting patients where they are and helping them navigate complex care. I'm also watching the continued push towards health equity and data driven care. Data drives decisions and along with workforce sustainability. As a servant leader, I think a lot about how we support our teams because when teams are really strong and supported, you see that the patient outcomes truly improves.

[A]

And talk about the excitement of making a change to this new role and how excited you are about it and maybe some of your plans as you get Going on a new role?

[B]

Sure. I mean, I'm really excited about stepping into a role where I can expand impact at a system level, especially within a safety net environment where the need is so great and the opportunity to make a difference is even greater than what I'm doing currently and over the past year. I'm really proud of the work around strengthening operations, improving compliance, and supporting teams through change. And I've been really intentional about building a culture where people feel safe, supported, and heard. And I plan to do that in my new role. And I've also focused on reinforcing patient education, like helping patients better understand their medications and care plans, which directly improves adherence and outcomes. And for me, success, success, whether I'm in New York or New Jersey or anywhere in the country, is when both patients and teams are set up to succeed, especially in these underserved communities that need it the most.

[A]

Thank you very, very much. And when you look at sort of, Susan, you've had this great career, great leadership. Take a second on what advice that you would give to emerging leaders. What do you tell emerging leaders about building impactful careers?

[B]

Absolutely. And, you know, my story is a little different. I am an immigrant. You know, my parents were union workers, and I'm one of the first people to go to college and get a doctoral degree in my family. And my biggest advice that I got from my parents and even myself is to really lead with service. Like, you know, be proud of who you are, but always stay humble, especially in public health and safety net systems. This work is truly bigger than any one person. It's about impact. Right. So you have to put your teams first. When your teams feel supported and empowered, they deliver better care. And as a leader, you are nothing without your team. Always advocate for your teams. And it's not an I in a leadership, but it's a we. And stay connected to your purpose. Like whether it's patient education, improving access, or advancing equity, that purpose is what's going to guide you through your challenges. And don't be afraid to grow into the next level. Like leadership, it's not about having all the answers. It's about creating space for others to thrive and making decisions that improve outcomes for entire communities. And at the end of the day, I'm passionate about creating innovative care models and supporting pharmacy teams to practice at the top of their licenses, because that's how we truly improve patient care.

[A]

Thank you. And I love that. And just fantastic. Susan, what a great career. Congratulations on your new role. We're so excited for you. And I know you do a lot of public speaking. It is clear why you're just fantastic as a speaker. Any person. I want to thank you for taking the time with us today on the Beckford Healthcare podcast. What a great pleasure to visit with you and what a fantastic leadership career.

[B]

Thank you so much, Scott. I've seen your growth over the years and I'm just in awe of your success. Success, how successful Becker's was. I actually attended one of the very first Becker's Healthcare conferences years ago and you know, I'm just so grateful for this opportunity and to just touch base and see all of your successes as well. And you know, really looking forward to working with you guys in the future as well.

[A]

Well, we're, we're thrilled to be on with you and we hope to get you out speaking at our Chief Pharmacy Officer summit in the near future. Susan, you are fantastic. Thank you so much for taking the time.

[B]

Have a great day.