Swazette Perser
Lawrenceville,GA
Summary
Customer Service and Healthcare Support Professional experienced in remote support and patient access. Managed high-volume interactions and resolved billing inquiries while ensuring patient confidentiality and accurate documentation in EMR/EHR systems. Focused on leveraging expertise in healthcare administration and patient support to deliver exceptional service and enhance operational efficiency.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Behavioral Health Technician
Sylvia Broffman Mental & Behavioral Health Facility
Cumming, GA
01.2025 - 01.2026
- Provided direct support in a behavioral health setting while maintaining patient safety, dignity, and confidentiality.
- Facilitated a structured therapeutic environment through calm communication and professionalism, applying de-escalation techniques to maintain patient safety.
- Conducted scheduled 15-minute patient rounds, monitored patient status, and reported changes or concerns to clinical staff to ensure timely interventions.
- Collaborated with clinical and support teams in fast-paced environment, demonstrating attention to detail and sound judgment to enhance patient care.
- Documented observations and patient interactions accurately and maintained organized records in accordance with facility procedures.
Mental Health Technician
Northeast Georgia Medical Center
Gainesville, GA
01.2024 - 01.2025
- Supported patients in behavioral health setting by ensuring safety and meeting daily care needs through effective observation and communication.
- Conducted routine patient rounds, documenting critical observations in accordance with facility policies and clinical direction to enhance patient care.
- Maintained safe, clean, and supportive environment for patients and staff, contributing to overall therapeutic atmosphere.
- Assisted with maintaining a safe, clean, and supportive environment for patients and staff.
Patient Service Representative / Medical Assistant Trainee
Health Choice Urgent Care
Flowery Branch, GA
01.2023 - 01.2024
- Coordinated front-desk operations, managing patient registration, appointment scheduling, insurance verification, and account updates to enhance patient access and support.
- Verified insurance eligibility and benefits, maintained accurate patient demographics, and resolved coverage or billing inquiries to ensure efficient patient care.
- Cross-trained in clinical support duties, including COVID-19 and flu testing, drug screenings, patient triage calls, and other non-invasive clinical tasks under appropriate supervision.
- Documented patient information in EMR/EHR systems, ensuring accuracy and confidentiality while adhering to healthcare procedures.
- Communicated with patients by phone and in person to provide instructions, follow up on concerns, and coordinate care.
Customer Service Representative - Seasonal Contract
The Home Depot
, Remote
01.2022 - 05.2022
- Handled high-volume customer contacts regarding online orders, deliveries, product questions, order status, and general account concerns.
- Placed and updated customer orders, researched issues, and coordinated solutions with internal departments to resolve customer inquiries.
- Delivered clear, professional service while managing multiple systems, addressing customer needs, and handling time-sensitive requests in a remote environment.
- Documented interactions accurately and adhered to company procedures for order and account support to ensure compliance and consistency.
Outbound Sales Representative
Comcast/Xfinity
, Remote
01.2021 - 01.2022
- Conducted outbound calls to discuss services, identify customer needs, and recommend tailored products or plan options.
- Incorporated required sales and upselling opportunities into customer conversations and worked toward commission-based goals.
- Incorporated sales and upselling opportunities into conversations, consistently achieving commission-based goals.
- Documented customer interactions across multiple systems while ensuring a professional customer experience.
Customer Service Representative - Wisconsin Unemployment Assistance
Alorica
, Remote
01.2020 - 01.2021
- Delivered remote customer support for Wisconsin unemployment assistance, guiding customers through benefit questions and account access to ensure understanding and satisfaction.
- Facilitated account setup, resolved login/access issues, addressed benefit inquiries, clarified application-related questions, and provided general program information to enhance customer experience.
- Handled sensitive customer information with professionalism and maintained confidentiality while following established procedures.
- Managed high-volume calls, researched customer issues, and documented interactions.
Education
High School Diploma -
Central Gwinnett High School
Lawrenceville, GASkills
- Remote support
- Patient Access & Scheduling
- Patient access
- EMR/EHR Systems
- Billing support
- Call handling
- Therapeutic Communication
- Inbound/Outbound Calls
- Account & Billing Support
- Sales & Upselling
- CRM & Case Management Systems
- Conflict resolution
- Call handling
- Multitasking & Time Management
- Multitasking
- BLS certification
Certification
BLS/CPR Certified
Timeline
Behavioral Health Technician
Sylvia Broffman Mental & Behavioral Health Facility
01.2025 - 01.2026
Mental Health Technician
Northeast Georgia Medical Center
01.2024 - 01.2025
Patient Service Representative / Medical Assistant Trainee
Health Choice Urgent Care
01.2023 - 01.2024
Customer Service Representative - Seasonal Contract
The Home Depot
01.2022 - 05.2022
Outbound Sales Representative
Comcast/Xfinity
01.2021 - 01.2022
Customer Service Representative - Wisconsin Unemployment Assistance
Alorica
01.2020 - 01.2021
High School Diploma -
Central Gwinnett High School