Meet Crystal

Crystal Ramirez is an Inbound Customer Service Lead who has been with Fresenius Medical Care North America (FMCNA) since 2018. She makes an impact every day in her role and loves making a connection to those she speaks to on the phone. As a former caregiver for a family member with dialysis, she sees herself in so many of those she speaks with and uses her knowledge to make sure they feel heard and have all the information they need to make the best possible decisions for their loved ones. Read on to learn more about Crystal.

LET’S HEAR WHAT CRYSTAL HAD TO SAY:

Q: Tell us about your career progression with FMCNA.

A: I started off as an inbound representative for Customer Service in 2018 and then became an inbound Lead in 2019.

Q: What do you love about your job?

A: The thing I love most about my job is the purpose. I am here for a purpose. I am helping others and the fulfillment you get knowing that you are helping others is unbelievable. I know that I was brought here to make a difference and help others. As a caregiver for my father who also used Fresenius Medical Care North America, I know firsthand how important it is to have someone else be part of your team. I am now part of the same team that was helping care for him with me, only this time helping others like him. For that I am thankful. 

Q: What do you love most about your team?

A: I love the fact that even though we work in an ever-changing business, my team seems to adapt well. It's nice to see that we can work together and grow as a team. There is no uncertainty of if you can ask a question or learn. Everyone supports that. The team truly strives to make you better, takes all your ideas and questions, and answers them.  

Q: How have you influenced a change or made an impact in your role?

A: I believe that what I have influenced the most in Customer Service is putting a face with the caller. A real person they can see in front of them who has had the same experiences with the same company. This makes it more tangible for the reps. I have walked in their shoes. I have had the Dr’s and the RN’s and seen all the struggles and successes in between. All of this is because of caring for my Dad while he was on dialysis. While speaking to others I am sure to mention all the experiences that you go through with being a dialysis patient as well as the caregiver. I can speak to it and I feel that influences others in Customer Service. It means the world for me to talk about it and share because I’m not just a customer service rep. I'm not just a Fresenius Employee. It's almost like being a product of the product and here I am. 

Q: How has your career evolved or continued to inspire you since you started with FMCNA?

A: Starting as a rep really made me want to see how everything worked.  I am like the sponge that needs to soak up everything and learn.  I quickly realized there are so many moving pieces of the company, and I would love to learn everything.  In Customer Service, I was given the opportunity to learn many different work centers to see the start and the finish of how things become.  It's amazing.  The number of partnerships that happen, the connection, networking all for LIFE. This pushes me to be the best I can here at the company and especially for the Patient and their families.

Q: How do you feel that your role is a “vital part” in supporting our patients and our company?

A: My role is a vital part of supporting the patients and our company for many reasons.  Not only am I helping train the voice on the other end of the line. I am holding them accountable to be the best version of themselves, empathetic, caring, and honest.  I know when talking with the team or even with our callers (Patients and Nurses alike ) we are here for one thing and that’s to help one another with the care for someone's life. It's important that we know there are many different things involved from Warehouses, clinics, patients, drivers, etc that can affect how an experience goes for our patients.  Customer Service is that middle man for it all: To make things right, continue making it right and be there for all parties involved.

Q: What is your favorite story or memory of your time so far working at FMCNA?

A: My favorite story would be when I was asked to speak at the All Employee Meeting. I gave my story on what brought me to this company. As I started, my father was an FMCNA patient. I was his caregiver and I watched many struggles for him while trying his best to maintain a “normal “life. When he passed, an FMCNA clinic ended up being built right next to my home. I took that as a sign that I needed to apply. Then I was also interviewed by two Supervisors one names Amber and one named Dawn. Ironically, my middle name is Dawn and my mom wanted to name me Amber. Another sign. I got to share my story with everyone, build trust with them, comradery, share the same experiences. It was eye-opening the amount of compassion, similarities, a connection that I had with many of the employees while speaking.  

Q: What advice would you give to someone considering a career at FMCNA?

A: Be prepared to be WOW’d. I came from a leadership position of 20 years from a Fortune 500 company. With annual revenue of 2 million. Staffing alone in my location was 200 people. The amount of training FMCNA gives you is hands down the most incredible, detailed experience. The training throughout every avenue of their work centers is incredible. In addition to the training, the continuous training that is given at every level is astonishing. The acknowledgment you receive, and appreciation is incomparable. I worked for a great company. I didn’t think it could be better. WOW 

Q: If you had a superpower, what would it be and why? 

A: IF I had a superpower it would be to shapeshift. I see people all the time with their Support Service Animals that they use for social anxiety, panic attacks, PTSD, and so forth. I would love to shapeshift to help one of those that needed a loving pet. To be able to comfort someone without even having communication verbally seems remarkable to me. The trust they have in one another to help each other get through obstacles as well as trusting in their caring for day-to-day activities. I think it's beautiful.
Sometimes words are too much and what you need is just a Support Animal to help you through. No dialogue, just love.

About Fresenius Medical Care

We have become a global leader in healthcare because of the unwavering dedication our people bring to work every day. Whether that means developing new-to-market dialysis technology or educating patients, our team touches the lives of over 190,000 patients through innovative care and profound, personal connections.

With Fresenius Medical Care North America, you will “be the difference,” enabling patients to thrive, providing comfort to families, supporting coworkers so they can realize their goals, compelling our company to achieve through innovation and performance, and driving the development of your career.

Our team is made up of over 70,000 dedicated employees in North America. All of them focus on being the difference and delivering the highest-quality care to people with kidney disease, helping them lead longer, better, and healthier lives.

Why Join our team?

• Rated as one of Forbes’ U.S. Best Employers
• Paid one-on-one training
• Tuition reimbursement
• Comprehensive health insurance
• Paid time off
• 401(K) and much more