Carlos came to the United States in 2012, full of hope and determination. Over the next 12 years, he built a quiet but strong life with his wife, Renata. They worked hard, stayed close to their community, and looked forward to a future they were shaping together.
Then, everything changed.
Carlos was diagnosed with metastatic cancer – a devastating blow for anyone, but especially for an immigrant couple navigating an unfamiliar healthcare system. His condition progressed quickly. Complications arose while receiving hospice care and he was admitted to the ICU. He could no longer speak but still found ways to communicate with Renata, often by text.
Renata was doing her best to stay strong for her husband. But she felt alone, overwhelmed, and unheard. Despite being Carlos’s wife and primary caregiver, doctors were directing updates and decisions to her sister — simply because she spoke fluent English. Renata felt invisible. She didn’t understand the decisions being made, or how to ensure Carlos’s voice was heard. The language barrier, and the unspoken cultural ones, felt insurmountable.
That’s when Premera stepped in.
Cely Quisano, a licensed clinical social worker and Premera case manager, reached out, not just with professional expertise, but with genuine compassion. She met Renata where she was, listened without judgement, and slowly built the trust that had been missing. Renata confided in her feelings of exclusion, of being judged for her background and accent. She worried that her and Carlos’s values weren’t being honored.
Cely became their advocate.
She spoke directly to the hospital staff and arranged for interpreter services so Renata could be part of the conversation, so she could be seen and heard. She coached Renata on how to speak up in a healthcare setting that didn’t always make space for her. Slowly, Renata found her voice. And the system began to listen.
Cely also helped the family access vital financial support for food, rent, and utilities, and walked Renata through applying for Medicaid and Social Security Disability Insurance benefits for Carlos. When Carlos transitioned to a skilled nursing facility, Cely coordinated with Premera’s medical director to ensure the facility understood the cultural sensitivities needed for Carlos’s care. Dr. Koon personally called the facility to advocate for respectful, inclusive treatment.
Despite the care provided, Carlos’s health declined. He was re-admitted to the hospital and, sadly, passed away shortly after due to complications from an infection.
Even then Premera stayed in Renata’s corner.
Cely reached out to offer condolences and helped Renata close out the case without confusion or stress – making sure she had the support she needed during this heartbreaking time.
At Premera Blue Cross, this is what making healthcare work better means.
We don’t just process claims. We listen, we show up, and we advocate for our members.
