Open to opportunities

Joan Ken

@joanken

Message

I support patients and providers while improving healthcare service and AI response quality.

United States

Message

What I'm looking for

I'm looking for a customer support, healthcare operations, or AI data quality role where I can apply clinical knowledge, clear communication, patient-first service, and accurate evaluation skills in a remote, collaborative environment.

At Hugo Technologies, supporting LillyDirect via GiftHealth Pharmacy, I manage high-volume patient and provider interactions across phone, email and digital support channels. I resolve enquiries involving orders, accounts, refunds and services while maintaining accurate records in Zendesk and HubSpot.

Alongside 11+ years in nursing, I evaluate and annotate healthcare AI responses using clinical reasoning, evidence-based guidelines and quality standards. I bring clear health communication, careful documentation and a patient-first approach to customer support and data quality work.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Hugo Technologies

Jan 2023 - Present (3 years 9 months)

Conducts high-volume inbound and outbound calls to engage patients and providers, providing solutions within a US health and wellness pharmacy environment. Manages patient records, inquiries, and follow-ups using Zendesk and HubSpot.