Pharmacy Operations & Administrative Support Specialist

DAPHNE ROYBAL

505-***-**** *********@*****.***

Professional Summary

Skilled professional with extensive clerical and customer service experience in healthcare environments. Recognized for building rapport with patients, providers, and staff while addressing inquiries with professionalism. Excels at documentation, record keeping and maintaining organized workflows to support daily operations. Knowledgeable in prescription processing, prior authorizations, and medication compliance across hospital, retail, and correctional settings. Experienced in coordinating communication between clinical teams and administrative staff to support continuity of care. Skills

• Prescription Processing & Prior Authorization Handling

• Customer Service Support & Patient Communication

• Record Filing Systems & Telephone Call Management

• Patient Safety Standards & Risk Mitigation Planning

• Microsoft Office Applications & Dual Screen Systems

• Policy Adherence Compliance & Regulatory Processes

• Controlled Substances & Medication Compliance

• Pharmacy Operations & Inventory Record Keeping

• Clerical Documentation Accuracy & Data Entry

• Medication Logistics & Supply Chain Oversight

Transferable Skills

Pharmacy Operations Knowledge: Used experience in hospital, retail, and correctional environments, handling prescriptions, prior authorizations, and medication management, showcasing the ability to uphold compliance and patient safety.

Clerical Accuracy and Documentation: Maintained accurate medication records, refill requests, delivery documentation, and inventory logs, reflecting the capacity to handle sensitive information with precision and contribute to reliable service.

Policy Adherence and Compliance: Followed hospital, state, and organizational procedures for medication distribution, controlled substances, and patient safety, highlighting the ability to uphold compliance in high-stakes environments.

Customer and Patient Service: Provided support to patients, clinicians, and staff, reflecting the ability to handle inquiries, resolve issues, and build rapport, strengthening communication vital to hospital, pharmacy, and customer service operations.

Team Leadership and Collaboration: Directed outpatient program staff and supported pharmacy teams by coordinating workflows and contributing to dynamic operations, reflecting the ability to lead, support, and communicate effectively.

Administrative and Technical Support: Managed phones, filing, dual-screen prior authorization systems, showcasing the ability to balance administrative responsibilities with technical proficiency. Work History

Certified Pharmacy Technician 03/2020 to 06/2022

UNMH Tech 2 – Albuquerque, NM

• Entered prescriptions into pharmacy systems, verifying accuracy, correcting discrepancies, and maintaining compliance.

• Processed refill requests, faxing or calling providers for approval while ensuring accurate documentation of each transaction.

• Recorded prior authorization approvals from health plans, supporting medication availability and compliance with insurance.

• Assisted pharmacy directors with implementing new systems supporting specialized pharmacy functions across care groups.

• Oversaw controlled substances, monitoring documentation and safeguarding medications in alignment with regulations.

• Coordinated medication-related communications among patients and providers to support fulfillment and patient care.

• Supported in developing and applying policies designed to improve efficiency and compliance in pharmacy operations.

• Monitored safety concerns, reported risks, and supported patient safety initiatives by correcting environmental conditions. Program Director 06/2019 to 01/2020

New Mexico Treatment Services LLC – Espanola, NM

• Directed daily operations of an outpatient treatment clinic, overseeing staff performance, patient services, and compliance.

• Supervised substance abuse counselors and administrators, facilitating collaboration and supporting multidisciplinary care.

• Prepared and submitted reports to the Director, documenting program performance and identifying areas for improvement.

• Maintained inventory of clinical supplies, coordinating orders to support uninterrupted treatments and program functions.

• Partnered with regional programs and community agencies to strengthen patient networks and expand treatment resources.

• Oversaw facility conditions and protocols, upholding safety standards to protect patients, staff, and visitors across operations.

• Implemented program policies and procedures, aligning practices with organizational goals and regulatory requirements. Receptionist Administrator Assistant / Certified Technician / Certified Peer Support Worker 09/2018 to 06/2019 New Mexico Treatment Services – Santa Fe, NM

• Welcomed patients and visitors into the clinic, collected intake information, and facilitated program enrollment processes.

• Answered incoming phone calls, directed inquiries appropriately, and provided accurate information to patients and staff.

• Maintained a clean, organized reception area by adhering to established clinic procedures, rules, and safety regulations.

• Recorded and communicated patient actions, irregularities, and ongoing needs to ensure continuity of care across teams.

• Supported team collaboration by assisting with administrative tasks and contributing to smooth everyday clinic operations.

• Built strong rapport with patients, families, and coworkers, gaining trust and encouraging ongoing program participation. Certified Pharmacy Technician 10/2017 to 07/2018

Prime Therapeutics / Aerotek – Albuquerque, NM

• Processed medication requests through health plans, employer benefits, and programs such as Medicare and Medicaid.

• Supported patients with medical conditions by providing accurate pharmacy services and prior authorization processing.

• Leveraged dual-screen systems to efficiently manage and process prior authorization cases for customers and clinicians.

• Applied sound judgment and strong decision-making skills to resolve clinician issues and facilitate timely case resolutions.

• Collaborated with pharmacists and providers to maintain continuity of care and improve patient access to medications. Certified Pharmacy Technician 11/2014 to 12/2016

Corizon / Centurion – Los Lunas, NM

• Maintained pharmacy proficiency by managing shipping, receiving, stocking, and record keeping for diverse medications.

• Processed stock orders and documented deliveries for chronic, psychiatric, controlled, and over-the-counter medications.

• Adhered to policies and procedures while delivering medications to multiple sites throughout the correctional compound.

• Filed documentation, answered phones, and supported administrative functions to ensure smooth pharmacy operations.

• Communicated professionally with physicians and administrators to coordinate medication distribution and patient care. Previous Work History

Certified Pharmacy Technician / Med Passer – Correctional Medical Services / Correctional Healthcare – 10/2007 to 11/2014 Retail Certified Pharmacy Technician – Sav-on / Albertson Sav-on / CVS, Santa Fe, NM – 02/1997 to 09/2007 Certifications & Licenses

• CPR Certification – Current, Expires 2026

• Pharmacy Technician Certification Board – Certification #210************

• New Mexico Pharmacy Technician License – License #PT00001415 Education

General Educational Development – Santa Fe Community College – 1999 Massage Therapist Graduate – Apollo College – 2008

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