woman working from home

A loss becomes a gain

In 2004, I became a Tele-Customer Service Representative for the Kaiser Permanente Member Services Call Center in Stockton, CA. I learned about healthcare, health insurance, customer service, and became a part of an awesome work family. Over the years, I earned my way onto a lead team. I was chosen to work on a department project. I felt confident to apply for a quality assurance position that would have moved me a step up the career ladder. The week I was to find out whether I was hired for that position, our Call Center Director announced our department would close the following year.

I was completely devastated.

Although I was completely devastated at the thought of losing my job, I was faced with the opportunity to learn a new career. With only my knowledge and experience of Kaiser Permanente medical insurance, I began to transition into the Medical Coding field.

I was fortunate to be retrained into this field due to our department closure. I was enrolled in a reputable and rigorous medical coding 6 week course. I sat for the Certified Professional Coder (CPC) exam, 5 hours and 40 mins long. It was grueling! All the days spent in a conference room learning then hours sitting in my arm chair at home reading the ICD-9 Guidelines and taking practice tests. By the time test day came all I could do was pray. I remember finishing the test shaking. I passed on the first try.

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