Mariela Maldonado
Carrollton,TX
Summary
Services Specialist with expertise in customer service and operational efficiency. Proven ability to manage multiple projects while enhancing communication and problem-solving skills. Achievements include significant improvements in service delivery through the identification of inefficiencies and the implementation of effective solutions.
Overview
9
9
years of professional experience
Work History
Patient Appointment Services Specialist
Mayo Clinic
Remote
09.2025 - Current
- Created and scheduled appointments within electronic medical record for complex multispecialty practice.
- Gathered patient-specific demographic and provider information to assess requests accurately.
- Advised patients on co-payments, referral authorizations, and pre-service deposits to ensure preparedness for visits.
- Collected Guarantor and insurance details to evaluate patient eligibility effectively.
- Interpreted and applied Mayo policies regarding scheduling criteria appropriately.
- Navigated multiple systems simultaneously while engaging with patients and healthcare professionals.
- Managed complex scheduling workflows through telephone calls, online requests, and fax communications.
- Operated remotely to maintain efficient scheduling processes across various platforms.
Associate, AS Specialty Service
Charles Schwab
Westlake, TX
09.2024 - 09.2025
- Educate clients about investment strategies, trading tools, market mechanics, and retirement choices.
- Engage with and advocate for clients when answering inbound calls, taking ownership, and tackling complex issues to offer the best solution.
- Aptitude and passion for working with technology and influencing advisors in becoming a digital practice
- Operational and organizational skills with the ability to manage transactional work, self-direct, and quickly develop an understanding of the financial services industry.
Cytogenetics CSR Oncology
Quest Diagnostics
Lewisville, TX
02.2022 - 09.2024
- Receive, prioritize, and resolve problems for customers and technical departments. Handle routine manual and interface problems and concerns.
- Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously.
- Follow through promptly to resolve all issues and concerns.
- Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records.
- Report laboratory results to clients and patients using established protocols.
- Research and resolve more complex customer issues, including those referred by CSR I, II, and Assistants.
- Receive reports for missing specimens and resolve the issues with proper documentation and communication with affected customers according to established policies. This includes missing specimens that have been accessioned, those not reported by customers and not accessioned, and specimens identified on the interface pending lists.
Problem Resolution Coordinator
Quest Diagnostics
Lewisville, TX
01.2020 - 02.2022
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Knowledge of SunQuest, Atlas, CoPath, CoLab, CRM, and Soft (Baylor Scott and White LIS) Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided excellent customer service to patients and medical staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Followed document protocols to safeguard the confidentiality of patient records.
Laboratory Technician /Client Service Rep/ Problem Resolution
Heath Texas Provider Network
Dallas, TX
09.2016 - 12.2019
- Maintained and managed customer files and databases.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Arts - Health Administration
The University of Arizona Global Campus
Chandler12.2023
ATD CI - SHRM -Certified Professional (SHRM-CP)
The ATD Certification Institute
Chandler, AZ09.2022
Associate of Science - Science
Richland College
Dallas, TX03.2015
Skills
- Client communication strategies
- HIPAA compliance
- Problem-solving expertise
- Medical terminology proficiency
- Team collaboration
- Customer service excellence
- Patient registration processes
- Complaint resolution techniques
LANGUAGES
Spanish -Native or Bilingual
WEBSITES AND PROFILES
www.linkedin.com/in/mariela-maldonado-7361978b
Timeline
Patient Appointment Services Specialist
Mayo Clinic
09.2025 - Current
Associate, AS Specialty Service
Charles Schwab
09.2024 - 09.2025
Cytogenetics CSR Oncology
Quest Diagnostics
02.2022 - 09.2024
Problem Resolution Coordinator
Quest Diagnostics
01.2020 - 02.2022
Laboratory Technician /Client Service Rep/ Problem Resolution
Heath Texas Provider Network
09.2016 - 12.2019
Bachelor of Arts - Health Administration
The University of Arizona Global Campus
ATD CI - SHRM -Certified Professional (SHRM-CP)
The ATD Certification Institute
Associate of Science - Science
Richland College