Fariya Khan

Hard working, dependable, Flexible, Honest

Work Experience

Experience as a Covid19 Vaccine Scheduling Support at Ministry of Health, Toronto ON (Remote)                                                                                                       March 2021- Sep 2021

·       Worked remotely with technology provided by the client.

·       Handled 82 – 100 calls per day in a timely and friendly manner.

·       Listened carefully and understood clients' requests and inquires, in a high-volume inbound and outbound call center.

·       Offered knowledge-based guidance to the clients and provided them with accurate information.

·       Escalated concerns/questions as needed.

·       Worked diligently and properly with confidential information.

Experience as a Technical Support HIS Project EPIC at Trillium Health Partners,

Mississauga ON                                                                                                July 2020- Nov 2020

·       Trained and specialized in using Healthcare Information System Epic Hyperspace.

·       75+ hours of training in using and testing in Epic Hyperspace.

·       Established, tested, and deployed 1000+ units.

·       Responsible for setting up workstations and peripheral devices.

·       Mapped out computers and printers.

·       Tested workstations and peripheral devices using EPIC software.

·       Executed test scripts to ensure printing queues are created and the printers are mapped to the correct workstation.

·       Provided device support & elbow support to Trillium hospital staff and professional staff after Go-live.

·       Served as a first-line problem solver, application champion, and point of escalation for end users.

·       Provided one-on-one guidance to physicians, nurses, and other staff and assisted with questions and issues as they relate to Epic.

·       Responsible for the tickets in HEAT Service Management & Microsoft Teams.

·       Identified and resolved issues for end-users and escalated to the Command Centre as required.

Volunteer Experience as an EMR Support Analyst at Women's College Hospital, Toronto, ONSep 2019- Dec 2019                                                                                                                   ·       Provided support to patients through in-person, telephone, email, and demonstrations for My Health record/MyChart - WCH patient portal.

·       Resolving, Prioritizing, and Escalation of issues of patients promptly which includes setting up their account, gaining access to their account, and activating it.

·       Tracking of support calls in the ticketing system so that they can be prioritized accordingly and can be escalated.

·       Notifying the management about the increasing trends and repeated issues.

·       Maintaining knowledge about my Health record portal(My Chart) which includes, evolving technology trends in the relevant services.

·       Tracked all application requests, problems, and issues.

·       Managed quality assurance activities such as testing for Epic HIM and Epic Op Time related to the applications.

·       Created documents such as workflow guides and user guides for the applications.

·       Testing and validating applications.

·       Coordinated with the Epic vendor for test scripts and testing.

·       Conducted quality assurance of Laboratory Information System(LIS) when the hospital transitioned from Sunnybrook to Dynacare for their Lab results.

·       Responsible for device deployment, device name, location, and floor mapping so that the rest of the team can install new hardware and troubleshoot the exact workstations if any issues come up for the Technical Dress Rehearsal(TDR).

 Experience as Inbound Telesales Associate at S&P DATA, Toronto ON     Sep 2018 - Feb 2020

·       Responded to requests from customers for information on products, equipment, services, and billing.

·       Achieved sales objectives by promoting and selling various products and service solutions.

·       Recognized customer's needs and managed the situation appropriately.

·       Resolved customer issues on time.

·       Performed data analysis of a customer’s current service utilization to present additional services and special offers that provide an enhanced solution.

·       Maintained a high level of product knowledge, including, evolving technology trends in the relevant products and services.

·       Satisfied the needs of the customers, by repeatedly accessing and making use of informational tools and systems.

·       Provided quality service that exceeded customer expectations.

·       Navigated computerized system and accurately entered data.

·       Properly recorded the call disposition on the SP Data reporting system.

·       Met and exceeded business standards for quality and productivity.

·       Verified sales when requested.

·       Assisted with projects and other duties as requested and assigned.

 Experience as a Customer Service Representative at Bell Canada, Toronto ON

                   Feb 2018-April 2018

·      Ensured delivery of excellent customer service through fast and accurate processing of orders, communication, and coordination with other departments to resolve inquiries.

·       Managed general inquiries like pricing, products, scheduling, etc.

·       Built and maintained a business relationship with clients by providing prompt and accurate service.

Education

Health Informatics Graduate certificate                      

George brown college, Toronto, ON                                                               Jan 2019-Dec 2019