Rafia Masud Email & Phone Number

• Led end user training sessions for Hospital Billing application during Epic EHR implementation at Unity Health Toronto.• Provided go-live support to ensure smooth transition and adoption of the new system.• Collaborated with the Change Management & Education team to tailor training materials to meet specific user needs.

Toronto, Ontario, Canada

Working as part of the Epic training team in the department of Digital Education. Supporting organization's 5 hospitals to transition to Epic EHR and participated in 2 go-lives. Instructing virtual training sessions in multiple Epic modules, including Orders, Optime, ClinDoc, ASAP, and recently Beaker. Leading a diverse range of end-users from various specialties including physicians, residents/fellows, nurses, admin staff, technicians, allied health staff, managers etc. Responsible for setting up virtual training sessions, leading and managing sessions, administering end-user proficiency assessments, and ensuring sessions run smoothly. During go-lives, provided on-site and remote training support for go-live across the Toronto General and Toronto Western hospitals. Creating and updating training resources and tip sheets for workflows in Epic, and developing asynchronous training modules.

Toronto, Ontario, Canada

Worked as part of the Central East Clinical Information System implementation project to support the Epic training team at Scarborough Health Network. Led training for staff in the ClinDoc application to train nursing and allied health sessions. Cross trained in the OpTime application to train operating room and surgeon office management staff. Provided on-site training to super users, end users, and at-the-elbow support staff across the organization. Prepared technology and training materials for sessions, tracked staff attendance, administered end user proficiency assessments and facilitated login testing. Prepared training recordings for asynchronous training through the learning management system. During go-live, provided end user support primarily to physicians on-site and remotely, and supported the command centre in resolving training tickets.

Supported the COVID-19 Response team as part of the Mass Vaccination Program at the Region of Peel. Utilized the provincial COVID-19 vaccine management system COVAXon and Peel’s electronic medical record system CHR (Collaborative Health Record) to perform administrative tasks for clients. Assisted with vaccine inventory management and distribution to ensure clinic ran smoothly. Managed client flow and addressed client inquires, demonstrating excellent customer service skills in a fast-paced environment.

Mississauga, Ontario, Canada

Promoted to Credentialed Trainer designation- credentialed to independently train in the ClinDoc (Clinical Documentation) application for the hospital network’s implementation of the EPIC electronic health record. During go-live, provided at-the-elbow support on-site at various hospital units and virtually from the command centre through remote screen shadowing, using Citrix Director. Created tickets for end-user issues and optimization requests using the HEAT ticketing management system. Also served as a shift/ site lead post go-live at Mississauga Hospital, 89 Queensway call centre, Credit Valley Hospital and Queensway Health Centre -supervising support staff, assigning them to units as needed, rounding on units, and acting as a point of escalation. Occasionally instructed EPIC training sessions for THP staff and new hires, as well as evaluated their learning by administering end user proficiency assessments through the iLearn learning management system.

Mississauga, Ontario, Canada

Supported the implementation of the new hospital information system/ electronic health record EPIC across all Trillium hospital sites (Mississauga Hospital, Credit Valley Hospital & Queensway Health Centre), as part of the OneTHP project. Worked as part of the training team to provide training of the system to THP staff, including nurses, physicians, allied health and other healthcare workers. Specifically facilitated training sessions in the ClinDoc (Clinical Documentation) application on clinical workflows and electronic medical charting within the system. Focused on training staff working in medical surgical, paediatrics, mental health, ICU, NICU, OB, allied health, and super user roles. Prepared technology and training materials for sessions, administered end-user proficiency assessments and in-system checklists, and provided remediation support when necessary.

Reported to the Director of the MSc eHealth Program, Dr. Nicole Wagner on a casual basis. Assisted with operational projects for the program and provided support as needed. Tasks included updating and creating program documentation/ flow diagrams/ quick start guides for students in both course-based and thesis streams; developing an alumni database, job board etc.

Department Of Health Research Methods, Evidence, And Impact

Worked with a team of clinicians and researchers for the "Trial My App" project- an innovative app that will facilitate randomized controlled trials of mobile health (mHealth) apps to validate their clinical efficacy. Applied project management principles to contribute to project planning and monitoring, tracked timelines and tasks, and maintained communication with broader team. • Liaised as main contact for app developer to inform development process by applying knowledge of basic clinical concepts, workflows and design to specify requirements. • Participated in design thinking sessions, created user flow diagram of app, ensured requirements were met, and suggested improvements to app on an iterative basis. • Assisted with patient advisory board focus groups, conducted qualitative analysis of transcripts through coding on NVivo. • Conducted market research and analysis on mHealth apps and their adoption characteristics, as well as competitive analysis of similar third party validation services in eHealth. • Prepared a professional early-stage venture business plan and product pitch. Attended entrepreneurship workshops part of The Forge Startup School to guide process. • Analyzed physician and patient survey results on mHealth app perceptions, conducted statistical analyses and presented findings in a comprehensive scholarly paper.

Mississauga, Ontario

Independently tutored a Gr 12 student in the subjects of chemistry and calculus, and a Gr 6 student in math. Facilitated weekly one-on-one sessions with personalized lessons and adapted to learning needs of students, allowing them to achieve an A grade.

Mississauga, Ontario

Developed, planned, and executed events and programs for the organization including lectures, seminars, and workshops in coordination with team members. Coordinated logistics and operations, developed a marketing plan, and led marketing for all events/ programs. Developed and managed a documentation process for all stages of the event planning cycle. Coordinated with team members to recruit, lead, and supervise volunteers to help run programs/ events. Highlight was planning a major outdoor event resulting in a 50% increase in attendees (from 2000 to 4000) and addition of two dozen vendors compared to previous year.

Mcmaster Innovation Park

Applied Computer-Assisted Personal Interviewing to interview adult study participants for a national study. Administered various health assessments and questionnaires to assess neuropsychological and social factors related to aging, and recorded all data electronically.

Mississauga, Ontario

Used OSCAR Electronic Medical Record software to maintain daily clinic workflow including managing patient appointments and updating patient medical records. Attended phone calls, called patients for appointment reminders, and escorted patients to rooms ensuring all patient needs were addressed.

Master Of Science- Msc, Ehealth

An interdisciplinary healthcare graduate program building on foundations in healthcare, business, and information technology. Scholarly.

Bachelor Of Science - Bsc, Honors Life Sciences

Graduated Summa Cum Laude