Joel Sweeney
Lancaster
Summary
Detail-oriented and hardworking customer support professional with strong multitasking abilities and excellent communication skills. Proven track record in problem-solving and training new representatives to enhance team performance. Able to work under pressure and remain calm during difficult or troubling situations in order to find a solution. Experience in resolving client inquiries efficiently and collaborating with teams to maintain high performance and quality standards. Strong believer that working as a team is essential to success as well as working individually to accomplish tasks to the highest standard. Extensive leadership experience and qualities gained throughout athletic career on and off the field.
Overview
8
8
years of professional experience
Work History
Inbound Customer Support Professional Level 2
MedRisk
Lancaster
2019.08 - Current
- Supporting client retention and physical therapy (PT) referral objectives for callers by setting up cases and relaying communication back to the adjuster or nurse case manager.
- Receiving inbound phone and electronic referrals from insurance companies, nurse case managers, provider centers, doctors, patients etc.
- Conducted outbound scheduling calls to obtain missing information from insurance companies, employers, or physicians and supplied patients with necessary educational materials prior to first appointment.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Provided exceptional customer support via multiple communication channels.
- Resolved client inquiries efficiently.
- Provided training to newly hired customer support representatives as needed.
Recovery Support Specialist
Recovery Centers of America
2018.03 - 2019.07
- Applied principles of 12-Step Programs to support recovery processes for clients.
- Monitored patients, conducted security checks, and documented activities and behaviors to ensure safety and compliance.
- Supported Program Manager in ensuring completion of all required documentation by RSS staff at end of each shift, including group notes, incident reports, and monitoring logs.
Education
Bachelor of Science - Health And Community Studies
University of Wisconsin, Eau Claire
Eau Claire, WI2017-12
Skills
- Microsoft Word, Excel, and Outlook
- Data-Entry Skills
- Problem-solving abilities
- Teamwork and collaboration
- Excellent verbal and written communication skills
- Detail-oriented
- Multitasking Abilities
- Time Management
Timeline
Inbound Customer Support Professional Level 2
MedRisk
2019.08 - Current
Recovery Support Specialist
Recovery Centers of America
2018.03 - 2019.07
Bachelor of Science - Health And Community Studies
University of Wisconsin, Eau Claire