ANGELA RODRIGUEZ
Hoboken
Summary
- Results-driven professional with extensive customer service management experience. Proven ability to achieve outstanding results in challenging environments. Skilled in prioritizing and multitasking within fast-paced settings. Recognized for effectively resolving escalated customer support issues.
- Dependable Prior Authorization Specialist with a career spent handling various administrative responsibilities in fast-paced settings. An individual dedicated to finding solutions to issues, and obtaining prior authorization information for patients. Ready to tackle new challenges in an office-based environment.
Overview
11
11
years of professional experience
Work History
Membership Consultant
Personify Health
11.2025 - Current
- Provided end-to-end support for Personify Health members through phone, chat, and email, ensuring a seamless experience across all customer service channels.
Assisted members with rewards redemption, including verifying eligibility, processing redemptions, resolving reward delivery issues, and explaining point systems.
Guided users through account troubleshooting, including login issues, password resets, profile updates, and device syncing.
Educated members on wellness programs, points, incentives, and platform features to increase engagement and understanding.
Resolved a high volume of inquiries with professionalism, empathy, and clear communication, consistently meeting quality and response-time metrics.
Documented all interactions in CRM systems and ensured accurate tracking, follow-up, and issue resolution.
Collaborated with internal teams to escalate complex or technical concerns and improve the overall member experience.
Maintained strict confidentiality and adhered to privacy standards when handling member health and account information.
Recognized for strong problem-solving skills, patience, and ability to assist members with varying levels of technical comfort.
Escalation Team Lead
World Education Services
01.2018 - Current
- Handle customer inquiries promptly, effectively and efficiently.
- Prioritize and stimulate escalations with Continuing Product Development to ensure visibility, traction and ultimate closure.
- Monitor concerns and complaints through escalation pathway by key customer service metrics (KPI’s)
- Direct team activity and performance to assure client satisfaction
- Maintain a knowledge base of evolving educational products and services
- Increase client retention with application of problem-solving skills
CLINICIAN/ PATIENT SERVICES
THERAPRO LLC
01.2015 - 01.2018
- Responsible for clinic operations of 6 satellite medical offices in neighboring cities/towns
- Conducts Prior Insurance Authorizations for main medical clinic and 6 satellite medical offices
- Interview patients for case histories prior to appointments
- Update and maintain patients’ health records
- Assist patients with initial paperwork
- Schedule and coordinate appointments
Education
High School Diploma - MEDICAL SCIENCE
HUDSON COUNTY COMMUNITY COLLEGE
High School Diploma -
Memorial High School
Remote06-2012
Skills
- Communication skills
- Data collection and analysis
- Problem analysis and problem solving
- Decision making
- Planning and organizing
- Presentation skills
- Stress tolerance
- Customer service
- Conflict resolution
- Training and development
- Time management
- Patient scheduling
- Insurance authorizations
- Problem solving
- Customer focus
- Call center operations
Timeline
Membership Consultant
Personify Health
11.2025 - Current
Escalation Team Lead
World Education Services
01.2018 - Current
CLINICIAN/ PATIENT SERVICES
THERAPRO LLC
01.2015 - 01.2018
High School Diploma - MEDICAL SCIENCE
HUDSON COUNTY COMMUNITY COLLEGE
High School Diploma -
Memorial High School