Adowa Hardy

Support remote health-plan pharmacy and prior-authorization operations, researching coverage, authorization status, claim rejection details, and benefit requirements. Use NICE and Verint while maintaining HIPAA and quality expectations.

Supported Medicare, Medicaid, and commercial prior-authorization and utilization-management workflows, applying payer criteria and benefit requirements to regulated casework.

Resolved pharmacy-benefit and medication-access issues involving eligibility, coverage, authorization status, payer requirements, and claim-related barriers.

Supported PBM operations involving prescription benefits, formulary requirements, prior authorization, utilization criteria, and provider/member inquiries.

Supported prescription access, insurance processing, benefit verification, provider communication, and resolution of coverage barriers.

Worked as a pharmacy technician, supporting prescription processing and customer service.

Worked as a certified pharmacy technician, handling prescription fulfillment and customer service.

Progressed through frontline service, subject-matter expertise, team leadership, and training support in a high-volume contact-center environment. Supported coaching, escalations, process adherence, and performance improvement.

Managed customer satisfaction accounts, addressing inquiries and ensuring service quality.

Advanced from frontline customer service and retention into direct call-quality assurance, reviewing recorded customer interactions against established service and quality expectations. Used NICE for call monitoring and objective evaluation of agent performance.

Certified Pharmacy Technician (CPhT) credential awarded by the Pharmacy Technician Certification Board.

Registered Pharmacy Technician credential issued by the Georgia Board of Pharmacy.

Associate of Science in Human Services from Florida Institute of Technology.