Licensed Medical Technologist | Certified Professional Coder (CPC®) | Outpatien

I spent a year providing customer and technical support for television and internet services, handling a wide range of issues for both DirecTV and U-verse subscribers. My responsibilities included helping customers troubleshoot signal problems, equipment setup, remote programming, and connectivity issues. At DirecTV, I focused mostly on satellite service support — walking customers through receiver resets, dish alignment checks, and resolving on-screen errors. I also handled billing questions, account adjustments, and guided customers through package upgrades or changes. During my time with U-verse, I dealt more with internet and IPTV troubleshooting — including modem resets, service interruptions, and Wi-Fi optimization. I regularly used tools to run diagnostics, dispatch technicians when needed, and document interactions clearly for follow-ups. I learned how to stay calm under pressure, explain tech solutions in a simple way, and deliver a positive customer experience even when dealing with outages or complex issues. I consistently met performance metrics in call handling time, issue resolution, and customer satisfaction.

I spent a year providing customer and technical support for television and internet services, handling a wide range of issues for both DirecTV and U-verse subscribers. My responsibilities included helping customers troubleshoot signal problems, equipment setup, remote programming, and connectivity issues. At DirecTV, I focused mostly on satellite service support — walking customers through receiver resets, dish alignment checks, and resolving on-screen errors. I also handled billing questions, account adjustments, and guided customers through package upgrades or changes. During my time with U-verse, I dealt more with internet and IPTV troubleshooting — including modem resets, service interruptions, and Wi-Fi optimization. I regularly used tools to run diagnostics, dispatch technicians when needed, and document interactions clearly for follow-ups. I learned how to stay calm under pressure, explain tech solutions in a simple way, and deliver a positive customer experience even when dealing with outages or complex issues. I consistently met performance metrics in call handling time, issue resolution, and customer satisfaction.

In my previous role, I was responsible for reviewing and coding facility-level Emergency Department (ED) charts. This involved analyzing provider documentation, nursing notes, orders, medication administration records, and vital signs to accurately assign the correct E/M level and applicable CPT codes. I worked closely with ED workflows and had to stay updated on hospital-specific guidelines, especially for high-volume accounts. Ensuring documentation supported the level of care billed was a key part of my day-to-day work. I regularly used systems like Epic, 3M Encoder, and internal audit tools to ensure accuracy and compliance. This role sharpened my attention to detail and helped me develop a strong grasp of coding for services such as IV infusions, injections, bedside procedures, and diagnostics — all under time-sensitive deadlines. I also collaborated with billing and compliance teams when clarification was needed, helping reduce denials and improve first-pass rates.