Summary
Overview
Work History
Education
Skills
Fluent in Spanish
Languages
Interests
Timeline
Generic

Altagracia (Grace) Ramos

Winter Garden,FL

Summary

Dynamic customer service professional with a proven track record at Advent Health Waterman, excelling in relationship building and conflict resolution. Leveraged bilingual skills to enhance customer satisfaction and effectively managed high-volume inquiries. Recognized for improving patient outcomes through compassionate case management and thorough follow-up, ensuring seamless care transitions.

Overview

2026
2026
years of professional experience

Work History

Customer Service Representative

Advent Health Waterman
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Utilized Spanish proficiency to build relationships with Spanish-speaking customers.

Case Management Assistant

Advent Health Waterman
01.2006 - Current
  • Improved patient outcomes with thorough assessment, planning, and advocacy in the case management process.
  • Participated in ongoing professional development opportunities to stay current on best practices in case management assistance.
  • Provided compassionate assistance during challenging situations, helping patients navigate complex medical systems more easily.
  • Ensured timely communication between healthcare providers, fostering a collaborative care environment for patients.
  • Conducted regular follow-up calls with clients after discharge, ensuring they were well-supported in their recovery process.
  • Safeguarded patient privacy by adhering to HIPAA regulations during all aspects of case management activities.
  • Assisted in reducing hospital readmissions by effectively monitoring and following up on discharged patients'' progress.
  • Maintained detailed case notes documenting each interaction with clients, ensuring a consistent approach across the care continuum.
  • Collaborated with insurance providers to obtain authorizations for necessary treatments or procedures, minimizing financial burdens on patients.
  • Assisted in conducting needs assessments to identify key areas of service needs.
  • Determined needed and relevant interventions based on each client's cognitive abilities and current needs.

Education

Anaheim
Anaheim, CA
09-1986

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Customer relations
  • Relationship building
  • Conflict resolution
  • Complaint handling

Fluent in Spanish

My faith is very important to me. I can do all things through God Who Strengthens me.

I am am Animal lover. I have 2 rescue dogs. 

Languages

Spanish

Interests

  • Animal Welfare Advocacy

Timeline

Case Management Assistant

Advent Health Waterman
01.2006 - Current

Customer Service Representative

Advent Health Waterman

Anaheim

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