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Dawndrell Martin
Registered Pharmacy Technician
Sneads,FL
Summary
Professional advocate with extensive experience in client relations and conflict resolution. Strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in communication, problem-solving, and empathy, with dependable and flexible approach to challenges.
Overview
1
1
Certification
2026
2026
years of professional experience
Work History
Member Advocate
VytOne (formerly Maxor)
Amarillo, TX
01.2023 - 01.2026
- Answered inbound calls from members and providers and/or medical office staff, addressing prescription refills and benefit inquiries efficiently and effectively. Created detailed case notes for every inbound call received, including working with dedicated members on prescription benefits needing education and information at lower costs while utilizing CRM systems for tracking interactions; contributed to a customer satisfaction score of 90%+. Escalated complex inquiries to pharmacists and/or the correct dedicated team for expert resolution. Assisted with general account inquires such as new account creation and payment updates and processing.
- Maintained high quality scores by delivering excellent customer service and demonstrating empathy.
- Consistently met performance metrics, including first call resolution and overall customer satisfaction.
- Recognized numerous months for outstanding member satisfaction survey results.
- Trained in pharmacy benefits such as Ascension SmartHealth, US Family Health Plan (Tricare), and Major League Baseball (worker’s compensation only).
Registered Pharmacy Technician, Data Entry Specialist
Aston Carter
Nashville, TN
01.2020 - 01.2023
- Processed Medicare Part D medication request forms (MRFs) and other types of medication requests across multiple third-party clients for prior authorization and numerous other utilization management (UM) programs in accordance with accuracy, timeliness, and productivity standards. Made outbound calls to physicians to obtain any missing information relevant to process requests and called members to notify of approvals or denials of medication requests.
- Achieved consistent average handle time (AHT) of 15% or less, processing 40 or more cases per shift (4 to 5 cases per hour).
- Received commendations from numerous pharmacists for impeccably formatted and detailed outreach notes.
- Cross-trained and worked amongst cross-functional teams to ensure departmental objectives and client specific turnaround times were met and/or exceeded.
- Consistently and reliably worked 2 to 12 hours of mandatory and/or voluntary overtime per week for up to 8 months per year.
- (Workforce Solutions Consultant)
Registered Pharmacy Technician
QHS Health Services/ Nitelines USA, Incorporated
Duluth, GA
2015 - 01.2018
- Liaised with staff pharmacist, doctor, and nurses for ordering, stocking, and dispensing non-prescription and prescription medications across multiple locations to facilitate and maintain sufficient provider access to drugs essential to patient well-being. Performed clerical duties such as maintaining stock records, use of electronic medical records, filing prescriptions, maintaining equipment, and answering phones.
- Successfully led afternoon pill line (medication administration), effectively engaging with the inmate population while simultaneously recognizing, recording, and relaying any changes to an inmate’s physical and/or emotional state to appropriate medical personnel to prevent a potential medical emergency.
- Inventoried and stocked Pyxis MedStation, printed reports, performed audits, and directly improved Quality Assurance by relaying quantity discrepancies and error trends to superiors per guidelines.
- (Government Support Agency)
Registered Pharmacy Technician, Cashier
CVS Pharmacy
Chattahoochee, FL
01.2008 - 01.2015
- Filled prescriptions appropriately according to state and federal law and confidentiality policies according to HIPAA. Pulled outdated, damaged, and recalled pharmaceutical merchandise and prepared for return. Answered inbound calls in a timely manner with an appropriate and friendly greeting. Conducted outbound calls to members and prescribers to obtain any missing and/or necessary information needed to process prescriptions. Served over 200 customers daily via performing register transactions such as bagging merchandise and performing cash, check, and charge transactions and answering customer questions when appropriate.
- Supervised the customer payment process by verifying patient insurances and resolving any third-party rejections by troubleshooting and/or contacting the appropriate company to obtain a resolution, submitting any manual claim forms to the appropriate person(s), or by contacting healthcare providers to obtain a medication change when necessary.
- Managed inventory for over 300 plus prescription medications, over-the-counter medications, and medical supplies.
- Successfully achieved and maintained patient outreach score of over 90% for notification of prescriptions ready for pick-up, directly causing a 10% decrease in the number of prescriptions to be returned to stock.
- Trained and served as mentor to new pharmacy technicians during their onboarding process by being their first point of contact for their direct operational needs and by ensuring that they abided by all customer service standards, pharmacy rules, and regulations.
- Assisted pharmacist in creating weekly work schedule, making sure to rotate duties of the technician staff and assuring that staff was scheduled in such a way as to provide consistency of coverage and to accommodate planned leave which directly improved employee morale.
- Thoroughly cleaned and maintained all instruments and equipment.
- Earned “My Service Award” for service to the company.
- (Retail Pharmacy)
Education
Associate of Science - Biology, Anatomy and Physiology, Physics, Organic Chemistry, Calculus, Trigonometry
Chipola College
Marianna, FLMedical Terminology, Genetics, Biology, Statistics, Anatomy and Physiology, Organic Chemistry
Florida A&M University
Tallahassee, FLSkills
- Experience in retail, government clinical, and (remote) Pharmacy Benefit Manager (PBM) environments
- Specialized expertise in Medicaid, Medicare, and major third-party payers, coverage determination, claims adjudication, appeals, and denials
- Substantial knowledge of medical coding (SIG, ICD-9, ICD-10, and HCPCS codes)
- Strong knowledge of medical terminology, generic and trade/brand medication names, and indications
- Capable of typing over 80 WPM while maintaining accurate grammar and spelling
- Proficient in Microsoft Office Suite (Excel, Word, Access, PowerPoint, Outlook, Teams), CMS, e-mail, and internet research
Certification
- Registered Pharmacy Technician License - State of Florida Department of Health License Number: RPT 23969
- BHLS CPR/AED Certification – American CPR Care Association
- Certified Bicycle Helmet Fitter – University of Florida PedBike Program
Timeline
Member Advocate
VytOne (formerly Maxor)
01.2023 - 01.2026
Registered Pharmacy Technician, Data Entry Specialist
Aston Carter
01.2020 - 01.2023
Registered Pharmacy Technician, Cashier
CVS Pharmacy
01.2008 - 01.2015
Medical Terminology, Genetics, Biology, Statistics, Anatomy and Physiology, Organic Chemistry
Florida A&M University
Registered Pharmacy Technician
QHS Health Services/ Nitelines USA, Incorporated
2015 - 01.2018
Associate of Science - Biology, Anatomy and Physiology, Physics, Organic Chemistry, Calculus, Trigonometry
Chipola College