• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries. • Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions. • Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication. • Document all customer interactions and issue resolutions clearly and concisely. • Develop and maintain a deep understanding of our software's features, functions, and best practices. • Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed. • Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Role Description UPMC Corporate Revenue Cycle is hiring a Coder I, Technical, to join our Same Day Surgery Coding team! This position will be a work-from-home position working Monday through Friday during business hours. In this role, you will: - Code same-day surgery accounts, CPT procedures, and diagnosis coding. - Review the physician script, order, or chief complaint as documented in a diagnostic report to determine the appropriate ICD-10 code. - Ensure diagnosis codes meet local medical necessity guidelines for ancillary tests that were ordered. - Require knowledge of billing and coding guidelines. Responsibilities: - Refer problem accounts to appropriate coding or management personnel for resolution. - Meet appropriate coding productivity and quality standards within the time frame established by management staff. - 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. - Review coding for accuracy and completeness prior to submission to billing system utilizing CCI edits. - Utilize standard coding guidelines and principles and coding clinics to assign the appropriate ICD-9-CM/ICD-10-CM, CPT and DSM IV codes for outpatient records to ensure accurate reimbursement. - Determine diagnoses that were treated, monitored and evaluated and procedures done during the episode of care are sequenced in order of their clinical significance to accurately assign the appropriate APC/ASC or payment tier under the Prospective Payment system or DSM IV methodology to guarantee accurate reimbursement on UPMC patients. - Utilize computer applications and resources essential to completing the coding process efficiently, such as hospital information systems, EHR information systems, 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. - Complete work assignments in a timely manner and understand the workflow of the department including routing cases appropriately in the electronic systems. - Code by assigning and verifying the principle and secondary diagnoses (ICD-9-CM/ICD-10-CM) and procedures (CPT codes or DSM, IV if applicable) by thoroughly reviewing all documentation available at the time of coding. - Complete a non coding time productivity sheet as required/applicable. Qualifications - High School or GED equivalent. - Completed an AHIMA or AACP-certified Coding program or certificate, Bidwell Training School or equivalent program with a curriculum that includes Anatomy and Physiology, Medical Terminology, ICD-9-CM/ICD 10 and CPT Coding Guidelines and Procedures. - Six months hospitals coding experience preferred. Licensure, Certifications, and Clearances - Act 34 Benefits - UPMC is an Equal Opportunity Employer/Disability/Veteran.

• Act as the Tier 2/Escalation point for complex technical issues, diagnosing and resolving deep-rooted system, network, and software problems for our clients. • Guide clients through, and directly execute, the deployment and configuration of software agents (e.g., EDR, monitoring tools) across diverse enterprise environments (Windows, Linux, Kubernetes, etc.). • Design and deliver comprehensive technical training sessions to ensure clients are fully equipped to utilize and maintain our solutions. • Lead communications with key client stakeholders (including technical Champions) during high-priority technical roadblocks, translating complex issues into clear, actionable updates. • Author detailed Knowledge Base (KB) articles and standard operating procedures (SOPs) to streamline future installations and troubleshooting steps. • Coach and guide junior support staff on advanced troubleshooting techniques and client management.

• Troubleshoot and resolve moderately complex and sometimes ambiguous incidents across applications and integrations • Perform advanced data analysis and debugging to identify root causes of system issues • Implement configuration changes and light development fixes to resolve issues and improve system performance • Own issues end-to-end, including diagnosis, resolution, validation, and documentation • Identify systemic issues and contribute to long-term solutions and process improvements • Partner with development teams to refine escalations and reduce repeat issues • Contribute to knowledge base improvements and automation opportunities