Open to opportunities

Ana Paulina Garcia Ramirez

@anapaulinagarciarami

Message

Bilingual Customer Success and patient engagement professional with 8+ years in healthcare and research.

United States

Message

What I'm looking for

I’m looking to support patients and partners with clarity, compliance, and empathy—owning end-to-end inquiries, improving workflows, and collaborating cross-functionally to deliver an effortless experience.

I’m a mission-driven, bilingual (English/Spanish) Customer Success and Patient Engagement professional with over 8 years of experience across healthcare environments, clinical research, and veterinary medicine. I specialize in delivering seamless support, bringing clarity to complex care journeys, and resolving multi-channel administrative issues (phone/email).

I’m highly skilled in navigating health plan compliance, troubleshooting billing discrepancies, and collaborating cross-functionally to build partner confidence and ensure an effortless user experience. From audit-ready participant documentation and HIPAA-compliant onboarding to educating users on coverage requirements, I focus on accuracy, empathy, and protecting the user experience.

Experience

Work history, roles, and key accomplishments

Current

Patient Recruitment Associate

Current

Charter Research

May 2025 - Present (1 year 1 month)

Manage and resolve high-volume inquiries and administrative needs across multiple communication channels, exceeding resolution time and customer satisfaction metrics. Educate participants on complex coverage requirements and study benefits, re-route tickets accurately, and provide feedback to improve systems and protect the user experience.

Patient Recruitment & Customer Success Case Management HIPAA compliance Administrative Support Ticket Re Routing Workflow Feedback

Research Coordinator

REACH Institute at Arizona State University

Aug 2016 - Jul 2025 (8 years 11 months)

Maintained comprehensive, audit-ready participant records while ensuring HIPAA compliance and human subjects protection. Coordinated remote participant onboarding and multi-year workflows, adapting to evolving policies, procedures, and web applications.

Research Coordination HIPAA compliance Human Subjects Protection Workflow Management REDCap

Veterinary Technician

Central Florida Zoo & VCA Animal Hospitals

Nov 2020 - May 2025 (4 years 6 months)

Resolved client complaints involving complex animal health plans and billing discrepancies with patience and compassionate communication. Helped clients navigate online portals and troubleshoot technical or transactional issues while supporting cross-functional workloads in a high-pressure clinical environment.

client support Veterinary Clinical Support Animal Health Plan Support Technical Troubleshooting Complaint Resolution

Education

Degrees, certifications, and relevant coursework

Arizona State University

Bachelor of Science, Conservation and Ecology

Activities and societies: Minor: Non-profit Management. Relevant coursework: Financial Management for Non-Profits, Volunteer Management, Managing Non-Profit Organizations.

Earned a Bachelor of Science in Conservation and Ecology and completed a minor in Non-profit Management.