Urdeen E. López
Covington,GA
Summary
Results-driven customer care leader with extensive experience in call center operations and healthcare administration. Successfully improved team performance through targeted coaching and effective issue resolution, ensuring adherence to quality standards and enhancing customer satisfaction across diverse service environments.
Overview
1
1
Language
26
26
years of professional experience
Work History
Customer Care Specialist / Team Lead
Assurant
01.2019 - Current
- Handle escalated customer issues and complex resolutions.
- Lead and coordinate daily workflow for Customer Care Specialists.
- Coach team members to improve call resolution, quality, and productivity.
- Motivated low-performing staff, resulting in improved quality outcomes.
- Serve as Subject Matter Expert; ensure adherence to procedures and guidelines.
- Collaborate with cross-functional departments to resolve customer concerns.
- Facilitated project tasks to ensure timely completion. and manage inbound/outbound call assignments.
Customer Care Specialist / Senior
Assurant
01.2018 - 01.2019
- Delivered frontline support to customers via phone, mail, and fax, ensuring prompt resolution of inquiries.
- Managed accounts following established policies and procedures to maintain compliance and customer satisfaction.
- De-escalated challenging callers and conducted follow-up calls for resolution.
- Used internal systems to track and troubleshoot customer concerns.
- Responded promptly to emails and agent requests.
- Facilitated faxing, payment processing, and overnight delivery requests to streamline customer service operations.
- Provided side-by-side training for new hires.
Customer Care Specialist
Assurant
01.2017 - 01.2018
- De-escalated calls while assisting with payment and delivery requests to improve customer satisfaction.
- Tracked and resolved customer issues using internal systems, enhancing service quality.
- Managed customer inquiries via phone, mail, and fax.
- Responded to emails and agent requests in a timely manner.
- Ensured accurate account handling and policy compliance.
- Conducted onboarding sessions to clarify new employees' roles, fostering a smoother transition.
Quality Assurance Analyst
Quality Assurance Analyst
Atlanta, USA
01.2016 - 05.2017
- Conducted quality assurance checks and monitored financial projections to identify discrepancies and ensure financial integrity.
- Reviewed and validated the accuracy of work completed by medical billers and coders to ensure compliance with industry standards.
- Reconciled billing/payroll records and reported spending and profit to management.
- Entered provider updates while maintaining accurate records to support effective billing processes.
- Coordinated with hospital groups, credentialing departments, and Gateway.
- Acted as liaison between responsible parties and management.
- Atlanta, GA
EDI Enrollment Specialist
Payments MD
01.2015 - 01.2016
- Prepared and submitted EDI enrollment applications (Claims/ERA/EFT).
- Coordinated with vendors to track and update application status, facilitating timely enrollments.
- Evaluated paper checks to determine EFT enrollment eligibility, ensuring compliance with requirements.
- Resolved issues related to Provider/Group NPI and enrollment deactivation.
- Documented and organized logs of pending and completed enrollments for accurate reporting and follow-up.
- Oversaw the initiation process for contracts, ensuring all necessary documentation was gathered and verified., group enrollment, and special projects.
- Communicated enrollment status to stakeholders.
Patient Financial Services
Patient Financial Services
Atlanta, USA
01.2011 - 01.2012
- Evaluated patient accounts to identify and address discrepancies, ensuring accuracy in billing.
- Resolved billing issues and recorded detailed account notes to maintain accurate financial records.
- Processed patient payments.
- Handled inbound calls from patients, insurance representatives, and hospitals to address inquiries and provide assistance.
- Atlanta, GA
Outbound Call Center Lead
Cypress Care Inc.
Duluth, USA
01.2008 - 01.2010
- Led team of nine to meet operational goals, fostering collaboration and accountability.
- Monitored call quality and addressed mailbox messages to enhance service standards.
- Managed daily campaign import/export into Armstrong dialer.
- Compiled daily reports and shared team performance metrics via email to inform stakeholders.
- Oversaw home delivery transactions, paper bill calls, and new patient calls.
- Installed and troubleshot call viewer screen pop-ups.
Patient Care Coordinator
Cypress Care Inc.
Duluth, USA
01.2008 - 12.2008
- Contacted adjusters to secure authorizations and provide timely patient updates.
- Documented patient referrals and updates in Sequoia system to ensure accurate patient tracking.
- Received and directed incoming calls to facilitate departmental support and address team needs.
Outbound Call Center
Cypress Care Inc.
Duluth, USA
01.2007 - 01.2008
- Executed outbound calls to clarify pharmacy benefits for injured workers and auto claimants, enhancing understanding of available services.
- Coordinated mail-order service to ensure timely delivery of necessary medications to eligible patients.
- Coordinated mail-order service to ensure timely delivery of necessary medications to eligible patients. to eligible patients.
Insurance Representative
Gibb Insurance Agency
Atlanta, USA
01.2007 - 12.2007
- Facilitated communication between insurance agencies and clients to ensure clarity and understanding.
- Addressed inquiries and resolved issues to enhance customer satisfaction.
- Supported daily operations through effective management of administrative tasks.
Transplant Department Secretary
Piedmont Hospital
Atlanta, USA
01.2004 - 01.2007
- Facilitated patient intake and discharge processes to enhance patient experience.
- Coordinated calls from research participants to facilitate admissions and clarify lab procedures.
- Managed inventory of research forms and materials to support efficient operations.
Care Coordinator
Matria Healthcare, Inc.
Marietta, USA
01.2002 - 01.2004
- Delivered bilingual education for diabetes, CHF, CAD, asthma, and depression programs, enhancing participant understanding and engagement.
- Verified diagnosis information to ensure accuracy and compliance, supporting quality patient care.
- Created bilingual recordings to introduce company programs, increasing accessibility for diverse audience.
Practice Secretary
Brigham and Women’s Hospital
Boston, USA
01.2001 - 01.2002
- Handled scheduling and patient calls, facilitating smooth communication and appointments.
- Coordinated scheduling of internal radiology procedures in IDX, ensuring optimal use of resources.
- Verified billing hours for scheduled procedures, contributing to accurate billing and financial tracking.
Education
Psychology Program
Argosy University
01-2015
Cardiovascular Medicine
Brigham and Women’s Hospital
01-2001
Certificate - Medical Secretary Program, Bridging the Gap
Boston Technical Center
Boston, MA01-1997
Skills
- Customer support
- Issue resolution
- First call resolution
- Quality assurance
- Performance monitoring
- Service excellence
- Cross-team collaboration
- Team building
- Staff coaching
- Problem solving
- Call center experience
- Relationship management
Languages
Spanish
Native/ Bilingual
Timeline
Customer Care Specialist / Team Lead
Assurant
01.2019 - Current
Customer Care Specialist / Senior
Assurant
01.2018 - 01.2019
Customer Care Specialist
Assurant
01.2017 - 01.2018
Quality Assurance Analyst
Quality Assurance Analyst
01.2016 - 05.2017
EDI Enrollment Specialist
Payments MD
01.2015 - 01.2016
Patient Financial Services
Patient Financial Services
01.2011 - 01.2012
Outbound Call Center Lead
Cypress Care Inc.
01.2008 - 01.2010
Patient Care Coordinator
Cypress Care Inc.
01.2008 - 12.2008
Outbound Call Center
Cypress Care Inc.
01.2007 - 01.2008
Insurance Representative
Gibb Insurance Agency
01.2007 - 12.2007
Transplant Department Secretary
Piedmont Hospital
01.2004 - 01.2007
Care Coordinator
Matria Healthcare, Inc.
01.2002 - 01.2004
Practice Secretary
Brigham and Women’s Hospital
01.2001 - 01.2002
Psychology Program
Argosy University
Cardiovascular Medicine
Brigham and Women’s Hospital
Certificate - Medical Secretary Program, Bridging the Gap
Boston Technical Center