Lucero Rodriguez

Customer service and operations leader with more than 15 years of experience in call center management, patient support, Medicaid/charity care application processing, team leadership, training, reporting, and workflow improvement. Recognized for building efficient teams, strengthening service quality, resolving complex issues, and communicating effectively with customers, patients, colleagues, and leadership. Bilingual in English and Spanish.

Call Center Manager at Optum Formerly Change Healthcare (2022-08 – Present)

Oversee multi-site call center operations supporting patient screenings, application processing, documentation follow-up, and customer service workflows.

• Lead weekly huddles, monthly one-on-one meetings, schedule coverage, and workforce planning to support productivity and service continuity.
• Prepare, review, and analyze weekly and monthly reporting to monitor performance metrics, identify trends, and drive operational improvements.

Field Service Manager at Optum Formerly Change Healthcare (2022-01 – 2022-08)

Managed a hospital-based team responsible for bedside patient screenings, Medicaid applications, charity care applications, and documentation support.

• Coordinated team scheduling, audits, documentation reviews, daily priorities, and operational activities to maintain coverage, compliance, and service quality.

Resolution Specialist at Optum Formerly Change Healthcare (2021-12 – 2022-01)

Handled inbound and outbound calls, explained documentation requirements, and supported patients through the application completion process.

• Maintained accurate account records while delivering professional, empathetic service throughout the patient support process.

Manager at Sandford Mini Market (2018-09 – 2026-05)

Supported customers with purchases, questions, and concerns while resolving complaints to strengthen satisfaction and retention.

• Managed daily operations including customer service, vendor coordination, bookkeeping, payment processing, staff scheduling, PTO tracking, and task delegation.

Team Lead at NTHRIVE Formerly Known as ADREIMA (2010-07 – 2018-05)

Led a team of 13 colleagues supporting Medicaid and charity care documentation, account reviews, reporting, training, and patient issue resolution.

• Prepared accounts for quarterly state audits by reviewing documentation, correcting gaps, and ensuring compliance readiness.

Front Desk Attendant at Main Dental Associates/Passaic Dental Center (2009-06 – 2010-07)

Managed front desk reception, patient communications, billing/coding support, insurance follow-up, and patient system updates.

Liberal Arts/Teacher's Education – Passaic County Community College (2006-09)

High School Diploma – John F. Kennedy High School (2002-09 – 2006-06)