Christina Rodriguez
Ontario,California
Summary
Versatile and detail-oriented professional with 13+ years of experience specializing in administrative operations, client relationship management, and health/HR benefits coordination. Proven ability to streamline operational functions, manage high-volume databases, and interface effectively with executive leadership and the public. Seeking to leverage extensive administrative, records management, and benefits expertise to deliver exceptional public service and operational support in an administrative or municipal leadership capacity.
Overview
20
20
years of professional experience
Work History
Pharmacy Account Manager
OptumRx- UnitedHealth Group
08.2025 - 07.2026
- Managed external book of business, driving daily interactions with clients, brokers, and leaders to ensure alignment with client goals.
- Oversaw all PBM operational functions to ensure seamless service delivery.
- Facilitated resolution of escalated client requests, improving overall client satisfaction and retention.
- Coordinated internal and external meetings to align team efforts with client needs.
- Collaborated with cross-functional teams to address diverse client requirements.
- Directed day-to-day operational functions for optimal efficiency.
- Maintained client relationship management practices, strengthening loyalty and long-term partnerships.
Senior Operation Service Specialist
OptumRx- UnitedHealth Group
08.2020 - 08.2025
- Executed implementation of client benefits and policies to streamline operational processes.
- Communicated, developed, and implemented new processes and tools such as SOP.
- Managed complex tasks, diagnosed work types, and ensured timely completion to meet SLAs.
- Trained existing team members and new hires to enhance team capability.
Senior Pharmacy Service Specialist
OptumRx- UnitedHealth Group
07.2018 - 07.2020
- Manage and meet internal metrics and client goals, measure, and report on the quality of service that the business delivers to its clients
- Managed ongoing contract relationships and service delivery for approximately 25 client accounts.
- Serve as a primary point of contact to research/resolve day to day member issues directly with client
- Maintained strong client relationships, consistently meeting turnaround times for all submitted issues.
- Met and exceeded NPS scores
- Assist in mentoring and training new hires
- Developed a schedule for new recruits to assess training needs
- Managed the Mass Adjustment process for group level (not global) remediation.
- Able to research claims in AS400 to understand the coding and the GPI list it adjudicated under
- Coordinated with internal functions to implement client systems, complete projects, and address service needs.
- Enter manual updates in RxClaims requested by clients like exceptions, overrides, eligibility
Pharmacy Service Specialist
OptumRx- UnitedHealth Group
10.2016 - 07.2018
- Manage ongoing contract relationships and service delivery to clients for one or more accounts (Approximately 25 accounts)
- Resolved escalated client needs, ensuring timely and effective support.
- Coordinated with internal functions to implement client systems, complete projects, and address ongoing service needs.
- Maintained quality guidelines, ensuring compliance and exceeding role expectations.
- Logged ServiceNow cases to track issues efficiently as issues come in to track workload
- Use existing procedures and facts to solve routine problems or conduct routine analyses
Prior Authorizations Rep.
Cypress, CA
08.2014 - 10.2016
- Use established criteria and guidelines to process prior authorization requests received by providers and members.
- Research and resolve formulary and benefit issues using appropriate reference material.
- Resolve issues and complaints in a timely manner.
- Handle inbound phone requests and gather member data to provide information for Pharmacist consultations
- Data Entry as needed
- Meet Quality, Productivity, and Attendance requirements
Subject Matter Expert Resends
OptumRx- UnitedHealth Group
Cypress, CA
03.2014 - 08.2014
- Resolved pharmacy benefit discrepancies for OptumRx, facilitating effective client management
- Executed complex, closed, denied, and simple adjustments to ensure accurate claims processing
- Facilitated overrides for specialty medications
- Mentored customer service agents, providing guidance and resources to enhance service quality
- Resolve escalated calls
- Monitored package status and initiated replacement for lost, stolen, or damaged items through UPS.
Specialty Customer Service Advocate
OptumRx- UnitedHealth Group
Cypress, CA
01.2012 - 03.2014
- Coordinated Specialty Mail Order deliveries for members and physicians, ensuring timely access to medications.
- Educate customers on benefits, use of plan, formulary, premiums, and status of orders, claims or inquiries
- Conducted outbound calls regarding prescriptions, withheld orders, and payment issues to assist customers in resolving concerns.
- Evaluated and determined appropriateness of pharmacy claims edits and error messages to facilitate claim resolution.
- Facilitated resolution of claims exceptions through coordinated internal communication.
Customer Service Representative
C.M.R.E. Financial Services
Brea, CA
01.2007 - 01.2012
- Identified accounts with outstanding balances and collected payments to reduce delinquent debts
- Developed payment plan strategies with patients to facilitate timely debt resolution
- Resolved customer complaints using effective communication techniques.
- Processed transactions accurately and efficiently via multiple systems.
Education
Notary Public- California - Notary Public
National Notary Association
10-2025
Pharmacy Technician - Pharmacy
California State Board of Pharmacy
09-2015
High School Diploma -
Montclair High School
Montclair, CA06-2002
Skills
- Client management
- Data reporting
- Project facilitation
- Strategic decision-making
- Problem solving
- Multitasking in fast-paced environments
- Team collaboration
- Administrative excellence
- Records management compliance
- Agenda preparation and meeting minutes
- Public records requests handling
- HR and pharmacy benefits administration
- Travel coordination and calendar management
- Reception and multi-line phone operation
- Data collection and report preparation
- Cross-functional collaboration
- Process improvement and SOP development
Timeline
Pharmacy Account Manager
OptumRx- UnitedHealth Group
08.2025 - 07.2026
Senior Operation Service Specialist
OptumRx- UnitedHealth Group
08.2020 - 08.2025
Senior Pharmacy Service Specialist
OptumRx- UnitedHealth Group
07.2018 - 07.2020
Pharmacy Service Specialist
OptumRx- UnitedHealth Group
10.2016 - 07.2018
Prior Authorizations Rep.
08.2014 - 10.2016
Subject Matter Expert Resends
OptumRx- UnitedHealth Group
03.2014 - 08.2014
Specialty Customer Service Advocate
OptumRx- UnitedHealth Group
01.2012 - 03.2014
Customer Service Representative
C.M.R.E. Financial Services
01.2007 - 01.2012
Notary Public- California - Notary Public
National Notary Association
Pharmacy Technician - Pharmacy
California State Board of Pharmacy
High School Diploma -
Montclair High School