Ruddy P.

Nurse-trained, bilingual support specialist for health tech companies. I understand your patients' care AND your app's billing and technology, so I can solve both kinds of problems without passing the ticket around. Top Rated · 100% Job Success · 2,100+ hours on Upwork Most support hires know healthcare or tech. I bring both: • Clinical: Nurse (BSN, Emergency & Urgent Care training), former medical interpreter, fluent in medical terminology, EHR and HIPAA. • Healthcare operations: 3 years supervising teams on the UnitedHealthcare account (Concentrix), including a year as Acting Senior Team Lead, on DSNP, Medicare and Commercial plans. Home care supervision with EVV (AXXESS), Medicaid eligibility checks and physician orders. • Health tech (current): patient and app support for a GLP-1 telehealth and weight-loss tracking app on iOS, Android and web. WHAT I CAN DO FOR YOU ✔ Patient & member support by email: warm, accurate, send-ready replies on medications, billing, cancellations and app questions. ✔ Subscription billing: refunds, cancellations, double charges and lost access across the App Store, Google Play, Stripe and RevenueCat. ✔ Account & data recovery: I find lost or duplicate accounts, prove they belong to the patient, and restore their data and subscription. ✔ Technical troubleshooting: app errors, login problems, and Apple Health / Health Connect sync issues. ✔ Bug triage & escalations: I separate "the user can fix this" from "this is a real bug," then give engineering a clear ticket with evidence and the likely cause. ✔ Clinical & pharmacy escalations: structured follow-up with telehealth and pharmacy partners. ✔ Knowledge base & reply templates: I build and maintain them so the whole team answers accurately and consistently. ✔ Team leadership & QA: coaching, performance reviews, NPS tracking and Excel scorecards. ✔ AI-assisted support: I use AI agents to investigate cases and verify answers faster, with a human check on everything that goes out. HOW I WORK • I verify before I reply. No guessing, no promises the product can't keep. • Empathy for patients, clear and brief escalations for teams. • Full HIPAA compliance and careful handling of personal and payment data. • Native-level English and Spanish, so your Spanish-speaking patients get the same quality of care. "Ruddy was amazing to work with - highly recommend!" (Upwork client) If your patients or users need support that understands healthcare and technology, send me a message and tell me about your product.