Maggie Rodriguez

Healthcare Operations Manager with 20+ years of progressive experience leading ambulatory care access, call center, and front-desk operations within academic medical and managed care environments. Proven track record in staff leadership, EHR/telehealth scheduling systems, HIPAA/FERPA compliance, and data-driven process improvement. Skilled at translating operational metrics into strategies that improve patient access, satisfaction, and staff performance.

Currently pursuing a degree in Healthcare Management to further strengthen strategic and administrative expertise.

Operations Manager - USF Student Health and Wellness Center - Tampa, FL

(2021-02)

Direct day-to-day operations of the Call Center and Front Desk, ensuring consistent, high-quality service delivery and full compliance with FERPA, HIPAA, and institutional policy across all patient touchpoints.

• Launch strategic initiatives that expand ambulatory care access across multiple Student Health Services clinics, reducing patient wait times and improving appointment availability.
• Coordinate clinic capacity and referral workflows in partnership with clinical leadership, improving patient access and continuity of care across departments.
• Recruit, train, supervise, and mentor on-site and remote staff, building high-performing teams and strengthening service quality and retention.
• Administer Call Center, Front Desk, and Kiosk operations, monitoring the Five9 platform to track quality assurance metrics and drive continuous efficiency improvements.
• Oversee all clinical scheduling functions — patient portal, EHR, telehealth, and provider/location templates — ensuring accurate, timely access to care.
• Compile and analyze productivity and performance reports, partnering with leadership to develop data-driven strategies that raise service standards clinic-wide.
• Stay current on emerging best practices in capacity management, call center operations, and healthcare technology to continuously optimize patient access and satisfaction.

Care Coordinator - Wellcare (Centene) - Tampa, FL

(2019-11 - 2021-02)

• Assessed pre-service authorization requests for Durable Medical Equipment (DME), orthotics, and prosthetics, applying clinical guidelines to ensure compliance with member benefit plans.
• Reviewed medical records and applied subject-matter expertise to render authorization decisions aligned with CMS regulations, state criteria, and fee schedules.
• Collaborated with clinic and management staff to shape treatment plans and identify alternative care options that improved patient outcomes and cost efficiency.
• Assisted the Medical Director with detailed case analysis and recommendations, contributing to accurate and defensible clinical decision-making.
• Tracked evolving regulatory requirements and industry best practices, ensuring accurate and timely processing of authorization requests.

Community Engagement / Leasing Agent - Cortland - Tampa, FL

(2018-02 - 2019-11)

• Planned and executed resident and community events within approved budgets, strengthening resident engagement and satisfaction.
• Negotiated vendor contracts and coordinated event logistics end-to-end, consistently delivering high-quality resident experiences.
• Published monthly community calendars and newsletters, distributing communications via the Notifii system and resident portal to maximize reach and engagement.
• Guided prospective residents through needs assessments and financial/lifestyle matching, consistently meeting and exceeding monthly occupancy and pre-leasing goals.
• Established proactive outreach and relationship-building strategies that strengthened lease renewal rates and community retention.

Quality Assurance / Systems Trainer & Operations Manager - USF Physicians Group - Tampa, FL

(2001-12 - 2018-02)

• Delivered quality assurance reporting and actionable insights from call, appointment, and staffing data to drive operational efficiency across clinics.
• Designed and facilitated training programs across multiple clinical and administrative systems (Epic, Allscripts, GE, Avaya) via classroom, online, and one-on-one instruction.
• Created instructional materials and assessed training effectiveness; served as lead trainer for call center workflows and customer service standards.
• Ran front- and back-end operations for Cardiology and Psychiatry clinics, including scheduling, financial counseling, and full-cycle staff supervision — hiring, evaluation, and performance management.
• Worked closely with providers and patients to resolve financial concerns and preserve access to care, negotiating single-case agreements and supporting payer contract renewals.
• Spearheaded HR liaison functions including new hire orientation, benefits education, and systems training; supported multiple EHR Go-Lives and clinic start-ups through workflow design and staff onboarding.
• Handled revenue cycle operations spanning financial review, pre-authorizations, coding corrections, and billing issue resolution.

B.S. - Healthcare Management - University of Phoenix

High School Diploma - Aviation High School (1991)