Hi, I’m
Ana K. Rodriguez
West Seneca,NY
Summary
Experienced with developing and executing strategies to improve customer retention. Utilizes data analysis to identify trends and implement effective solutions. Track record of enhancing customer satisfaction and loyalty through targeted initiatives.
Well-qualified with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
22
years of professional experience
1
Certification
Work History
United Health Care
Strategy Retention Manager
03.2023 - Current
Job overview
- Manage team of 5 contractors for Pennsylvania call outreach (PRIDE team): Includes documenting and tracking progress against established goals/KPIs
- Surfacing member stories for successes (potential inclusion in future proposals) and opportunities to improve
- Support market-level coordination of IVR, Text Message outreach strategy
- Includes detailed tracking of script approvals, changes by state and impacts to support vendor by market
- Includes coordination with Marketing managers on approaches to IVR and Text Messages
- Support implementation and launch of new IVR and Text vendors; support existing vendor work in partnership with Marketing Ops
- Includes supporting SOW / MSA coordination
- Coordinate communication on timing and dependencies of vendors for impacts on market-level outreach strategies
- Support authoring state-level scripts for Retention-related call scripts, IVRs, and text messages
- Manage versioning and documentation of required edits from state partner
- Consulting and engaging on market-level Retention pilots
- Outreach Performance and execution (Tiers 1 – 4 outreach performance) including, Vendor’s management and Internal ops
- Manage Performance for all tiers of Outreach for Redeterminations, including outside vendors (Centauri, Care Angel, Eliza, Welltok, Dialer, Member Services)
- Track and analyze performance for each of them (how are we quantifying effectiveness – click rate/Reach rate, including volume and timing
- Coordinate journey/campaigns for all states and fully implementation until completion
- Review metrics for Tiers 2 – 4 monthly (Community and Providers outreach, Media/Brand Campaigns, and Landing Page
United Health Care
Medicaid Growth Team-Retention Manager
07.2017 - 03.2023
Job overview
- Manage the performance of a team of Retention Representatives, coordinating reports and activities, developing overall trainings, part of any new implementation, including strategies, testing, and training
- Analyze reports, plan workforce allocations, and recommend changes to workflows and process improvements that increase productivity, efficiency, and quality
- Identify new methodologies for tracking and reporting the department’s overall performance
- Produce, gather, document, and support all reporting and data analysis requirements
- This includes creating and providing ongoing support to all ad hocs and scheduled report queries and functions to support Retention Operations
- Helping to maintain frequent SharePoint, Avaya, and Salesforce up-certs and loads to manage our campaigns and workload
- Identify solutions to non-standard requests and problems
- Solve moderately complex problems and/or conduct moderately complex analyses while working with minimal guidance on only the most complex tasks
- Collaborating with Leadership in other states in any assignment or project to support membership and retention
Fidelis Care New York
Retention Supervisor
02.2010 - 07.2017
Job overview
- Currently supervising 11 Employees
- Monitor and manage the activities and performance of the Retention Staff to achieve goals and objectives
- Manage Line of Business (CHP,FHP, MLTC, HARP and NYM) to maximize Retention potential
- Conducts, implements, and monitors on the job training and field activities
- Maintain overall quality and production over standards
- Oversee staffing to ensure appropriate levels to meet budgeted
- Daily contact with the retention team regarding issues facing the territory as well as report out on their performance on a daily, weekly, and monthly basis
- Provide high quality support to meet customer needs
- Coordinate staff training, events, and meetings
Fidelis Care New York
Retention- Team Lead
08.2004 - 02.2010
Job overview
- Team support, operations and collaboration in all trainings and new staff
- Only Retention in Upstate New York
- Created all the process and trainings for the Retention Department
- Sales and Retention/Customer Services/Bilingual
- Outbound calls for all LOB members due to recertify
- Complete process for CHP renewal applications
- Excel worksheets for all LOB and database
- Facets, Epics, Salesforce, and NY Access Applications
Fidelis Care New York
Member Services-Team Lead
07.2003 - 08.2004
Education
Instituto Technologico INTECSanto Domingo, DR
Bachelor of Science from Business Administration And Management
09-1989
Skills
- Retention marketing
- Email marketing campaigns
- Employee motivation
- Industry trends awareness
- Customer retention strategies
- Customer feedback analysis
- Competitor analysis
- Strategic planning
- Decision-making
- Relationship building
- Team management
- Creativity and innovation
- Project coordination
- Operations management
- People management
Accomplishments
- Experience driving operational growth strategies in the healthcare sectors. Collaborated with the development of the Redetermination Outreach for Medicaid and DSNP.
- Resolved product issue(s) through consumer testing, internally or outside with any vendor regarding implementation to assure quality and accuracy.
- Demonstrated experience managing teams, including directing work, coaching team members, and providing guidance for professional development. Supervised PA-team of 5 staff members. Previous team was 32 representatives in the Retention Department level.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved Data issue or delays which led to deploying or completing campaigns on time.
- Experience coaching to drive performance, build relationships, establish credibility.
Certification
- 2009 "Business Communications Essentials for Managing Teams" by Varallo International, 2009
- 2010 "Action Interviewing" by Action Insight, 2010.
- 2010 "Management Quick Start Guide" 2010.
- 2010 "Successful Business Writing" by Jack E. Appleman, September 2010.
- 2011 " Management Development Program" by Element K, 2011
- 2013 Stratford Career Institute (online course) (Business Management) 2013
- 2016 NYS Certified Application Counselor (CAC)- Active
- 2018 Life, Accident and Health License for NYS (Agent & Broker)-Active
- 2022 Mentoring And Leadership Program (Conexion, Massachusetts 2022)
- 2025- Leadership Program/UHC currently in progress
Languages
Spanish
Native or Bilingual
Italian
Elementary
English
Full Professional
Timeline
Strategy Retention Manager
United Health Care
03.2023 - Current
Medicaid Growth Team-Retention Manager
United Health Care
07.2017 - 03.2023
Retention Supervisor
Fidelis Care New York
02.2010 - 07.2017
Retention- Team Lead
Fidelis Care New York
08.2004 - 02.2010
Member Services-Team Lead
Fidelis Care New York
07.2003 - 08.2004
Instituto Technologico INTEC
Bachelor of Science from Business Administration And Management
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