Madaline Lopez
San Antonio,TX
Summary
Customer-focused professional with 7+ years’ experience delivering empathetic support, resolving inquiries, and improving customer satisfaction in healthcare, call center, and member service environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
AnywhereWorks
01.2025 - Current
- Delivered empathetic customer support via phone and digital channels, ensuring a positive client experience.
- Accurately resolved client inquiries and service requests with attention to detail and efficiency.
- Built trust and strengthened relationships by addressing concerns promptly and effectively.
- Managed high-volume inbound calls, forwarding messages and coordinating communication in a fast-paced environment.
- Handled customer interactions including lead capture, order processing, and appointment scheduling while maintaining productivity in a remote work setting.
Benefit Verification Specialist
Concora
10.2024 - 01.2025
- Reviewed and verified patient insurance information to ensure accurate benefit determination.
- Triaged cases with incomplete data to appropriate program associates for resolution.
- Documented payer plan details, including coverage levels and cost-sharing requirements, with precision.
- Conducted patient interviews to gather sensitive information and assess eligibility for assistance programs.
- Clearly explained program eligibility requirements and application procedures to patients, ensuring understanding and compliance.
Senior Outreach Specialist
Centauri Health Solutions
01.2024 - 08.2024
- Managed a high volume of inbound and outbound calls (90% phone-based) to promote company services and support client needs.
- Conducted patient and member interviews via phone to collect personal and sensitive information for eligibility assessments.
- Interpreted and clearly explained program eligibility requirements and application processes to patients and members.
- Utilized probing questions to clarify and verify eligibility data, ensuring accuracy and compliance.
Provider Configuration Analyst
Moda Health
02.2023 - 01.2024
- Analyzed and configured provider information in internal systems in accordance with business rules and requirements.
- Documented configuration procedures and contributed to updates of departmental process manuals.
- Performed data analysis and validation of provider rosters using Excel (including VLOOKUP, sorting, and data integrity checks) to support automation system processing.
Program Coordinator I
Centene
03.2022 - 01.2023
- Screened member eligibility and benefits, referring individuals without a primary care provider (PCP) to Member Services for assistance.
- Initiated prior authorization requests in accordance with policy and procedural requirements.
- Supported compliance efforts by verifying appointments and monitoring inpatient census records.
Customer Service Rep
TaskUs
01.2021 - 01.2022
- Handled high-volume inbound and outbound customer calls with professionalism, consistently meeting quality and satisfaction targets.
- Supported customers by troubleshooting issues and delivering effective, timely resolutions.
- Provided accurate responses through multiple channels, including phone, email, and live chat support.
Member Service Representative
YMCA
01.2019 - 01.2020
- Welcomed and assisted members with a customer-first approach, ensuring a positive and inclusive experience.
- Accurately handled membership check-ins, account updates, and administrative tasks.
- Promoted memberships and YMCA programs such as swim lessons, youth sports, and personal training.
- Conducted personalized facility tours for prospective members to highlight programs and services.
- Built strong member relationships by greeting individuals by name and supporting retention initiatives.
Front Desk Associate
Gold’s Gym
01.2018 - 01.2019
- Created a welcoming environment by greeting members and guests in a professional and friendly manner.
- Registered guests and managed check-in procedures accurately and efficiently.
- Coordinated appointments by directing members to trainers promptly and professionally.
- Answered incoming calls, documented inquiries, and communicated details to management for follow-up.
- Resolved member requests and concerns quickly, ensuring a positive customer experience and member satisfaction.
Education
Bachelor of Science - Psychology
Liberty University
Lynchburg, VA01.2026
Associate of Applied Science - Health Administration
The College of Health Care Professions
TX01.2021
Skills
- Customer Support & Client Relations
- Conflict Resolution & De-escalation
- Active Listening
- Empathy
- Multichannel Communication (Phone, Chat, Email)
- Problem Solving & Troubleshooting
- CRM & Call Center Platforms
- Active listening
- Time Management
- Critical thinking
Certification
Certified Physical Therapy Technician.
Timeline
Customer Service Representative
AnywhereWorks
01.2025 - Current
Benefit Verification Specialist
Concora
10.2024 - 01.2025
Senior Outreach Specialist
Centauri Health Solutions
01.2024 - 08.2024
Provider Configuration Analyst
Moda Health
02.2023 - 01.2024
Program Coordinator I
Centene
03.2022 - 01.2023
Customer Service Rep
TaskUs
01.2021 - 01.2022
Member Service Representative
YMCA
01.2019 - 01.2020
Front Desk Associate
Gold’s Gym
01.2018 - 01.2019
Bachelor of Science - Psychology
Liberty University
Associate of Applied Science - Health Administration
The College of Health Care Professions