As one of our frontline employees, Mal Madrigal plays a vital role in creating a great experience for our members. Working as part of the Medicare Advantage team, she is responsible for helping our members with their questions about Individual and Group Prescription Drug Plans as well as Pharmacy Support.
Building connections is an important part of the work that Mal does. She strives to do her best for all our members, including spending time researching to get answers to their questions. “My main responsibility is research, research, research as there are usually not quick answers to our members’ questions,” Mal shared. “I use Google to help understand some of the longer words in medicine and then I can connect with our members on the difficulty in pronunciation. We get a laugh out of that.”
Mal is based out of Lodi and has been part of the Blue Shield of California family since October 2022. Although she primarily works with members, Mal recently helped facilitate a seven-week new hire class for Medicare Advantage which gave her a great opportunity to see her teammates in person and pass along her excitement about working at Blue Shield of California.
“Every morning, I start off the day by sending ‘Good Morning’ GIFs to the team and get everyone into a good mood before the day starts.” Her positive energy carries her throughout her day as she works with members and pharmacies to ensure timely fulfillment of prescriptions. “If a member is calling about their prescription, it’s usually an urgent situation and not something they are calling about ahead of time.”
Working with the senior population is something that resonates with Mal as she was a conservator for her mom and executor for her grandma. “I know what it’s like to feel lost and I want to do my part to help these members feel cared for. I want them to know that for me, they are not just a transaction call. I want them to feel heard. I want to be a blessing for them.”
Outside of work, Mal enjoys spending time with her fur babies, traveling and going to concerts. Her first concert was Donna Summer and most recently, she was able to see Madonna perform. Her favorite concert? Beyonce’s Renaissance tour which was “amazing!”
