Joseph Schutz
Chicago,IL
Summary
Dynamic professional with extensive experience at Nicor Gas and UIC Hospital, excelling in customer service and problem-solving. Proven ability to enhance workflow efficiency and improve customer satisfaction through effective communication and decision-making. Skilled in data entry and managing high-stress situations, ensuring timely service and fostering strong customer relationships.
Overview
11
11
years of professional experience
Work History
Dispatcher
Nicor Gas
Glen Ellyn, IL
08.2024 - Current
- Coordinated emergency response efforts to ensure timely service restoration.
- Managed scheduling and routing of service technicians to optimize response times.
- Communicated effectively with field crews to relay critical information and updates.
- Implemented process improvements that enhanced workflow efficiency within the dispatch team.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Csr
Nicor Gas
Naperville, IL
03.2023 - 08.2024
- Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
- Assisted in processing service requests and managing account updates using internal systems.
- Collaborated with team members to ensure timely resolution of customer issues and improve service quality.
- Provided support during peak call times, enhancing overall customer satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Medical Scheduler
UIC Hospital
Chicago, IL
01.2015 - 02.2023
- Scheduled patient appointments using electronic health record (EHR) systems to optimize clinic workflow.
- Coordinated communication between patients and medical staff, enhancing appointment confirmation rates.
- Managed incoming calls and inquiries, providing accurate information about services and procedures.
- Assisted in maintaining accurate patient records, ensuring compliance with hospital policies and regulations.
- Implemented scheduling protocols that improved efficiency of daily operations within the department.
- Streamlined appointment rescheduling process, reducing patient wait times for follow-up visits.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Followed up with patients to reschedule missed appointments.
- Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
Education
High School Diploma -
Malcom X College
Chicago, IL01.2010
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
- Stress tolerance
- Time management
- Problem-solving
- Customer relations
- Customer relationship management
Timeline
Dispatcher
Nicor Gas
08.2024 - Current
Csr
Nicor Gas
03.2023 - 08.2024
Medical Scheduler
UIC Hospital
01.2015 - 02.2023
High School Diploma -
Malcom X College