Francia Rodriguez
Altamonte Springs,FL
Summary
Dedicated healthcare supervisor with over six years of experience leading in my career. Currently supervisor to TAF Patient and Provider Relations teams. Skilled in fostering patient support and enhancing team performance through effective leadership. Committed to delivering compassionate care in timely sensitive situations.
Overview
15
15
years of professional experience
Work History
Provider and Patient Support Supervisor
The Assistance Fund
12.2025 - Current
- Manage team of resolution specialists and payment support specialists.
- Build relationships with providers while providing educational information.
- Assist providers with complex related issues.
- Facilitated resolution of claims and override requests for providers and pharmacies.
- Collaborated with TAF senior director of compliance on high-value overrides exceeding 10k.
- Credentialing of providers via review of provider portal registrations.
- Utilize the NPPES NPI registry system.
- Proficient in navigating Medicare regulations and commercial health care plans.
- Staying up-to-date on yearly Medicare changes.
- Assist patients complete their klyre payment registrations to receive funds.
- Submitted tickets to development team for new project initiatives.
- Collaborate with other OPS teams on projects.
- Incorporate ideas with other operations leaders to update current processes.
- Assign team members daily tasks.
- Ensured timely approval of team timesheets to maintain payroll schedules.
- Evaluated and authorized PTO requests to support team work-life balance.
- Monthly collaborating with QA team on reviewing audits.
- Conduct team monthly one on one to provide feedback for continuous improvement.
- Conduct team monthly one on one to provide monthly goals and expectations.
- Productivity & office daily use of software such as Microsoft word, Microsoft Excel, PowerPoint, Outlook, Microsoft teams, Culture amp, Calabrio, and Paychex.
- CRM software daily use of Salesforce, Klyre, Scriptly.
- Project management software such as Asana.
Provider Relations Specialist
The Assistance Fund
11.2022 - 12.2025
- Review, Identify and Approve or Deny all Provider Portal registrations.
- Provided support to providers experiencing account issues.s with password reset links.
- Assist provider that have had their accounts disabled.
- Create tickets and submit to IT to reactivate provider accounts.
- Supported providers in recovering access to their accounts. with any provider portal question or override question they have.
- Reach out to patients if additional information is required for an override.
- Create tickets and submit to IT to reactive provider accounts.
- Create tickets when locating provider emails to confirm no additional accounts have associated email.
- Communicate with providers to obtain necessary details for overrides.
- Work with Compliance on overrides that are over 10K.
- Work with Compliance on scenarios that should be flagged on patient accounts.
- Review documents received from the pharmacy to confirm those documents are the appropriate documents such as the pharmacy adjudication screen, statement of claims or EOB.
- Review template information to complete overrides that come in via the provider portal.
- Place overrides in Scriptly.
- Examined PNC accounts to ensure compliance with regulations..
- Executed the removal of provider emails from accounts to enhance security..
- Temporarily have been assisting with the OPS management queue.
- Confirm the emails were removed after IT requested a review to be done.
- Supported the resolutions team in troubleshooting provider-related issues..
Patient Service Coordinator
AdventHealth Transplant Institute
06.2016 - 11.2022
- Work with various Abdominal providers. Our Abdominal team providers consist of our Hepatology physicians, nephrologists, and Surgeons.
- Appointment scheduling includes clinics for Hepatology, Advanced Heart Failure, VAD, Pre and Post clinics for Liver, Kidney, Heart and Lung organs.
- Coordinated scheduling for over 30 physicians and ARNPs, ensuring timely appointments for optimal patient care.
- Work with our Cardiac providers. Our cardiac team includes Cardiologist, Pulmonologist and Thoracic Surgeons.
- Scheduled appointments for laboratory services.
- Assist scheduling for our Dietitian and Social workers.
- Assist all organ in-house nurses in following up with patients' phone calls
- Receive emails from hospital discharge nurses to set up patients' hospital follow ups.
- Check all patient demographics once they arrive for their appointments.
- Collect missing demographic information, such as their DL, insurance, and co-pays.
- Documented all patient information and notes accurately, maintaining comprehensive records for continuity of care.
- Assist patients in contacting transportation on their behalf to get them to other departments in the hospital.
- Direct pharmacy and marketing reps to appropriate staff
- Add on patients via emails from the discharge nurses.
- Sorted and organized mail to ensure timely delivery to intended recipients. and distribute to correct staff.
- Delivered excellent customer service to patients, families, and care providers, fostering positive relationships and enhancing patient satisfaction.
OPS Scheduling Supervisor
Florida Hospital/ Florida Radiology Imaging
06.2011 - 06.2016
- Supervised seventy-five outpatient schedulers in high call center, ensuring efficient scheduling and customer service.
- Worked closely with two additional supervisors.
- Made sure our team members met the team metrics.
- Ensured all our daily and weekly team goals were met.
- Ensured our team members met the team metrics.
- Conduct weekly team huddles.
- Motivated team members by fostering a positive work environment.
- Calls averaged 2500 per day
- Acquired knowledge of various insurance plans and coding systems.
- Coached team members through constructive feedback to enhance individual and team performance.
- Familiar with insurance plans and codes
- Treat every patient with excellent customer service.
- Attend refresher classes and leadership classes.
Skills
- Salesforce proficiency
- Klyre proficiency
- Scriptly proficiency
- Claims management
- Provider onboarding
- Provider management
- Leadership
- Customer Service
- Teamwork
- Organization
- Time Management
- Multitasker
- Adaptable
- Problem-solving
- Critical Thinking
- Bilingual
- Manage daily schedule and communication via Microsoft outlook
- Track reports using Microsoft excel spreadsheet
- Use Microsoft powerpoint to display data reporting
- Daily use of Microsoft teams to communicate and collaborate
- Process improvements
- Data analysis
Timeline
Provider and Patient Support Supervisor
The Assistance Fund
12.2025 - Current
Provider Relations Specialist
The Assistance Fund
11.2022 - 12.2025
Patient Service Coordinator
AdventHealth Transplant Institute
06.2016 - 11.2022
OPS Scheduling Supervisor
Florida Hospital/ Florida Radiology Imaging
06.2011 - 06.2016