Christina Rodriguez
Orlando,FL
Summary
Strategic healthcare operations and member services leader with 15+ years of experience designing scalable service programs that improve member engagement, patient access, operational performance, and client satisfaction. Proven success leading multidisciplinary teams, developing standardized workflows, implementing process improvements, and collaborating across operations, clinical, technology, and client services to enhance the customer experience. Skilled at translating operational data into actionable strategies that improve retention, streamline service delivery, and drive measurable business outcomes.
Overview
18
18
years of professional experience
Work History
Program Director
Elusa Health (Copilot Provider Support Services)
01.2025 - Current
- Participated in the successful launch, implementation, and operationalization for two specialty pharmaceutical programs supporting Endocrinology, Cardiology, and Nephrology therapies.
- Led HUB operations for FUROSCIX® following its March 2024 relaunch, supporting the processing of 40,000+ prescriptions and driving a 64% year-over-year increase in Q1 doses dispensed, contributing to over $15 million in Q1 net sales
- Reduced prior authorization turnaround time to 4 hours while achieving an 85% approval rate, improving the member experience and accelerating therapy initiation.
- Identified plan-specific coverage barriers and developed targeted reimbursement strategies that overturned prior authorization Humana denials for 280 doses, securing more than $280k in therapy access.
- Managed cross functional projects focused on operational efficiency, workflow automation, and service delivery improvements while consistently meeting or exceeding contractual service level agreements.
- Established performance metrics aligned with Statements of Work (SOWs), monitored key performance indicators (KPIs), identified operational improvement opportunities, and presented program performance, insights, and strategic recommendations during weekly client meetings and Quarterly Business Reviews (QBRs).
- Designed standardized workflows that improved operational consistency, accelerated patient access, and enhanced overall service quality.
Program Manager
Elusa Health (Copilot Provider Support Services)
02.2023 - 01.2025
- Managed daily operations for specialty healthcare programs while leading a team of 15 Case Managers, Reimbursement Specialists, and Pharmacy Liaisons.
- Increased therapy shipments by 31% through workflow redesign, stronger cross-functional collaboration, and enhanced provider engagement.
- Increased provider portal adoption to 85%+, improving communication efficiency and service delivery.
- Oversaw program operations by monitoring performance, driving process improvements, and tracking KPIs to ensure SLA compliance and achievement of client SOW objectives.
- Mentored team members through ongoing coaching, performance development, and change management initiatives.
Program Supervisor
Elusa Health (Copilot Provider Support Services)
12.2021 - 02.2023
- Supervised patient intake and benefits investigation teams, managed escalations, ensured service delivery quality across 4 disease states, and improved patient experience.
- Implemented workflow improvements that increased compliance and streamlined processes.
- Developed staff capabilities to meet productivity and performance expectations, fostering a high-performing team culture.
Case Manager
Elusa Health (Copilot Provider Support Services)
10.2021 - 12.2021
- Conducted benefits investigations and supported prior authorization processes for specialty medications, partnering with providers, payers, and field access teams to ensure patient access to therapy.
- Coordinated client assessments and developed tailored care plans.
- Facilitated communication between clients and healthcare providers.
Managed case documentation and maintained accurate records. - Advocated for clients' needs within healthcare systems, enhancing access to necessary resources.
- Trained junior staff on case management processes to improve service efficiency and quality.
Sr. Office Representative / LPN
Baycare Medical Group (HealthPoint Medical Group)
10.2008 - 09.2021
- Assisted doctor in triaging patients, taking vitals, administering vaccines, and performing phlebotomy to enhance quality of patient care.
- Processed PAs and appeals while collaborating with denials team to secure patient access to diagnostic appointments, surgeries, and prescription medications.
- Gained experience in specialty settings including pediatrics, internal medicine, orthopedic surgery, neurology, urgent care, and ENT to broaden clinical knowledge.
- Trained new staff on office protocols and software systems, fostering team collaboration.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Managed multiple calendars to ensure smooth scheduling and prevent conflicts or overlaps in appointments.
Education
General Studies
University of Florida
Gainesville, FLSkills
- Member Services Leadership
- Cross-Functional Collaboration
- SOP Development
- Change Management
- Team Leadership
- Operational Excellence
- CRM & Workflow Optimization
- KPI Development
- Program Management
Timeline
Program Director
Elusa Health (Copilot Provider Support Services)
01.2025 - Current
Program Manager
Elusa Health (Copilot Provider Support Services)
02.2023 - 01.2025
Program Supervisor
Elusa Health (Copilot Provider Support Services)
12.2021 - 02.2023
Case Manager
Elusa Health (Copilot Provider Support Services)
10.2021 - 12.2021
Sr. Office Representative / LPN
Baycare Medical Group (HealthPoint Medical Group)
10.2008 - 09.2021
General Studies
University of Florida