• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle • Assist customers in the installation and deployment of Keeper’s software products • Track and monitor all support cases to ensure timely resolution and follow-up • Clearly identify, document, and find solutions for customer issues and product problems • Escalate critical customer situations to the appropriate level of management and engineering expertise • Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base

• Serve as a first point of contact for application-related issues and support requests • Communicate directly with end-users to understand, document, and troubleshoot issues • Perform initial triage, categorize incidents, and determine priority/severity • Resolve basic to moderate application issues and escalate more complex problems as needed • Track and manage tickets using a ticketing/help desk system • Provide timely updates and clear communication to users on issue status and resolution • Assist with user account management, access requests, and system configurations • Document known issues, solutions, and support procedures • Collaborate with senior analysts and development teams to support system improvements • Participate in testing and validation of application updates or enhancements • Coordinate with cross-functional teams to identify and resolve issues • Given the nature of our business, there will be a need for some after hours and weekend support of the business users

• Investigar, analisar e resolver incidentes em produção e requisições de serviço • Realizar troubleshooting de issues escalados por times N1 ou por sistemas de monitoramento • Monitorar logs, alertas e desempenho das aplicações e sistemas • Escalar problemas complexos para times N3/Engenharia com análise técnica estruturada • Participar de deploys em produção e atividades de suporte a releases • Contribuir para a base de conhecimento e documentação de problemas recorrentes • Avaliar e propor melhorias na cobertura de monitoramento dos sistemas • Atuar em handovers com times de desenvolvimento em novos releases • Colaborar de forma próxima com times de Produto, Engenharia, DevOps e Suporte

UPMC Corporate Revenue Cycle is hiring a Coder II- Technical to join our Coding Department! This position will be a work-from-home position working Monday through Friday during business hours. In this role, you will be handling ED and Observation coding. Coding diagnosis & procedure codes ICD10 & CPT codes and charging for injections, infusions, hydrations, and reconciling NCCI edits. Responsibilities: - Review coding for accuracy and completeness prior to submission to billing system utilizing CCI edits. Utilize standard coding guidelines, principles and coding clinics to assign the appropriate ICD-10-CM, CPT and DSM IV codes for all record types to ensure accurate reimbursement. (i.e. use of coding clinics, CPT Assistant, etc). Utilize the ACEP acuity level guidelines for assigning the correct acuity level for ED coding, or hospital specific acuity level module as needed. - Adhere to internal department policies and procedures to ensure efficient work processes. Actively participate in monthly coding meetings and share ideas and suggestions for operational improvements. Maintain continuing education by attending seminars, reviewing updated CPT assistant guidelines and updated coding clinics. - Make forward progress within the training period toward meeting coding accuracy standards of 98%25 within the first year of employment. Meet appropriate coding productivity standards within the time frame established by management staff. - Code all diagnoses and procedures by assigning and verifying the proper ICD-10-CM and CPT codes (DSM IV if applicable). Assign the principal and secondary diagnoses and procedures by thoroughly reviewing all documentation available at the time of coding. - Utilize computer applications and resources essential to completing the coding process efficiently, such as hospital information systems (Medipac/SMS/Meditech), encoders and electronic medical record repositories. If applicable, abstract required medical and demographic information from the medical record and enter the data into the appropriate information system to ensure accuracy of the database. Correct any data to be in error after reviewing the medical record and comparing with system entries. - Refer problem accounts to appropriate coding or management personnel for resolution - Complete work assignments in a timely manner and understand the workflow of the department. Maintain daily productivity statistics and submit a weekly productivity sheet to management clearly indicating the number of hours worked, the number of coding hours, the number of average charts per hour, and number of minutes/hours spent on non-coding tasks. - Determine diagnoses that were treated, monitored and evaluated and procedures done during the episode of care and assign appropriate codes. Review appropriate documents in the patients' charts to accurately assign a diagnosis and/or procedure. Ensure the diagnoses and procedures are sequenced in order of their clinical significance to accurately assign the appropriate DRG/APC/ASC or payment tier under the Prospective Payment system or DSM IV methodology to guarantee accurate reimbursement on UPMC patients. - Identify incomplete documentation in the medical record and formulate a physician query to obtain missing documentation and/or clarification to accurately complete the coding process. Consult with DRG Specialist when applicable during query process. - High School or GED equivalent. - Two years hospital coding experience. - Completed an AHIMA or AACP-certified Coding program or certificate, Bidwell Training School or equivalent program. Curriculum includes Anatomy and Physiology, Pharmacology, Pathophysiology, Medical Terminology, ICD-9-CM/ICD-10 and CPT Coding Guidelines and Procedures. - Outpatient: pharmacology is taught on the job during training; pathophysiology not required. - Inpatient: Pharmacology & pathophysiology coursework required. Licensure, Certifications, and Clearances: - Eligible for RHIA, RHIT, CCS - Act 34 UPMC is an Equal Opportunity Employer/Disability/Veteran