Bianca Fertiles
Philadelphia,PA
Summary
Healthcare IT professional with 5+ years of experience supporting various EMR systems, providing end-user support, patient portal assistance, and clinical workflow optimization. Proven success in Tier 1 & 2 help desk roles, credentialed training, and collaborating across IT and clinical teams. Skilled in application support, access management, and patient-facing support with a strong commitment to user experience and HIPAA compliance.
Overview
9
9
years of professional experience
Work History
EHR Support Specialist
Medix Staffing Solutions (Contract Position)
10.2023 - 05.2025
- Provided Tier 1 & 2 support for users across outpatient behavioral health and primary care settings using various EMRs.
- Resolved software, workflow, and access-related issues using ServiceNow, ensuring prompt resolution.
- Delivered new module training to over 200+ clinical staff and monitored adoption and usage.
- Supported users by troubleshooting login issues and guiding patients through account setup.
- Collaborated with clinical leadership to identify pain points and improve documentation workflows.
Help Desk Analyst
Thomas Jefferson University Hospital
06.2021 - 06.2023
- Provided Tier 1 & 2 support via ServiceNow, handling 50+ daily tickets and calls.
- Supported clinical staff, students, and patients with login issues, password resets, and Epic navigation.
- Assisted MyChart users with account setup, password resets, and troubleshooting access issues.
- Maintained HIPAA-compliant access through Active Directory and Epic User Web tools.
IT Support Specialist
Systemsnet
06.2018 - 04.2020
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
Credentialed Trainer/ATE Go-Live Support Specialist
Healthcare IT Leaders
01.2017 - Current
- Conducted training and go-live support for EMR implementations across hospital systems.
- Delivered real-time support and workflow coaching to clinicians during system transitions.
- Acted as a liaison between IT and clinical teams to gather feedback and improve system usability.
- Helped reduce post-go-live tickets by proactively addressing common workflow challenges.
Unit Clerk – Emergency Department
Einstein Healthcare Network
11.2016 - 06.2018
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Managed unit resources effectively, ensuring optimal utilization of equipment and supplies.
- Managed EHR documentation for patient admissions, transfers, and discharges.
- Assisted providers and nurses with charting, order entry support, and communication flow.
- Ensured timely and accurate documentation to support patient care and departmental operations.
Education
Health Information Management
Southern New Hampshire University
06-2026
Skills
EMR Application Support
Patient Portal & MyChart Assistance
ITSM Platforms: ServiceNow, ConnectWise, Zendesk
Clinical Workflow Optimization
Credentialed Training & Go-Live Support
Active Directory & User Provisioning
Root Cause Analysis / Troubleshooting
HIPAA Compliance
Tier 1 & 2 Technical Support
Remote & On-Site Support
Timeline
EHR Support Specialist
Medix Staffing Solutions (Contract Position)
10.2023 - 05.2025
Help Desk Analyst
Thomas Jefferson University Hospital
06.2021 - 06.2023
IT Support Specialist
Systemsnet
06.2018 - 04.2020
Credentialed Trainer/ATE Go-Live Support Specialist
Healthcare IT Leaders
01.2017 - Current
Unit Clerk – Emergency Department
Einstein Healthcare Network
11.2016 - 06.2018
Health Information Management
Southern New Hampshire University
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