Ana Bonilla
The Bronx
Summary
Patient Experience Leader with 8+ years in healthcare management, specializing in data-driven strategies to elevate satisfaction scores (e.g., HCAHPS), reduce readmissions, and align teams around patient- centered care. Proven ability to design and implement system-wide initiatives that improve outcomes and operational efficiency.
Overview
9
9
years of professional experience
Work History
Patient Experience Coordinator
Medical City Frisco
Frisco
02.2023 - 07.2024
- Analyzed patient satisfaction survey results, prioritized and developed Performance Improvement plans based on survey results
- Maintained databases for tracking and trending
- Analyzed results of patient satisfaction survey data and reported findings in the form of formal oral and written presentations to the departmental managers/directors and other end users
- Facilitated inter-disciplinary performance improvement teams working to improve patient satisfaction by assisting in the development and implementation of a multifaceted intervention strategy to improve patient satisfaction
- Served as an internal expert on patient experience for process improvement projects at Medical City Frisco
- Trained and educated managers and staff on use of patient satisfaction survey reporting system
- Served as a resource for volunteers, students and healthcare providers
- Performed discharge phone calls to perform service recovery, harvest recognition for team members and remind patients of survey
- Ensured appropriate employee and department recognition of patient satisfaction excellence through use of regular awards
- Provided support to employees and volunteers to eliminate barriers and trained to facilitate focus on the patient experience
- Carried out departmental validations of AIDET, Safety rounding, Bed side shift report, Nurse Leader Rounding as defined by hospital and division expectations
Care Coordinator
The Mount Sinai Health System
01.2017 - 04.2022
- Care Coordinator in the Adult Emergency Department (ED) at Mount Sinai Hospital
- Worked closely with a team of case managers and social workers on multiple initiatives to prevent 72-hour revisits and readmission to the ED
- Assessed patients’ functional needs, barriers to getting to appointments, and scheduled urgent primary care and specialty appointments for patients
- Assisted with the ordering of transportation to patient’s home or facility upon discharge from the ED
- Interacted with patient and family caregivers, as appropriate, to ensure continuity of care, patient adherence to care plan, and identification of barriers preventing adherence to care plan/ intervention
- Collaborated with patient's care team to compile information regarding the patient's needs
- Reviewed documentation to assist in the development and implementation of a comprehensive care plan/ intervention
- Coached patients and family caregivers on how to use existing skills and develop new ones to make lifestyle behavior changes that can positively affect patient's health using different behavioral change modalities
- Provided health education related to symptom management and preventative care in collaboration with the care team
- Identified and addresses system issues that impact barriers to patient's care
- Explored and explains all options available to address the patient's needs
- Encouraged self-advocacy by educating patient and family caregiver on how to effectively navigate the healthcare system
- Confirmed patient and family caregiver's understanding of needs and options
- Coordinated care with other members of the care team to overcome any identified financial, legal or social barriers that inhibit patients' medical care
- Referred patients to health system and community resources to ensure patients have appropriate resources to overcome barriers to care (e.g
- Transportation, home care, durable medical equipment, pharmacy, housing, legal)
- Researched additional resources to expand knowledge base and make appropriate referrals
- Monitored the patients' goals and improvements in health outcomes with the care team
- Focused on preventive care and aims to reduce unnecessary medical utilization and as a result improves quality of care
- Assisted care team to close care gaps for individual patients on their panel, communicating these gaps with care team, and collaborating on a plan
- Reviewed standardized reports (e.g
- Quality, utilization, and productivity) and took action as appropriate
- Documented all patient encounters in relevant documentation system in accurate and timely manner
- Participated actively in all program and practice staff meetings, case conferences and work groups, and professional development workgroup sessions
Care Coordinator
NADAP
06.2016 - 11.2016
- Completed client centered comprehensive functional assessments to identify the medical, behavioral health, and social needs/goals of each client
- Developed, reviewed, and updated written/electronic person centered care plans driven by functional assessment outcomes
- Ensured that all care plans upheld the policy and procedures set forth by the department and Health Home
- Utilized Electronic Health/Medical Record system(s) of assigned Health Home and NADAP database tools to maintain documentation and all relevant treatment records, entering contact notes within the timeframe outlined in the Program Manual guidelines
- Facilitated referrals (securing appointment date/time/location) to network medical, behavioral health and social assistance entities as needed to meet Care Plan objectives
- Maintained an accurate caseload panel through prompt identification and response to cases appropriate for level of care changes including but not limited to discharge or transfer activities
- Maintained collaborative relationships with all service providers utilized in the care planning interventions, sharing/extracting regular status updates and participating in case conferences as needed to monitor level of care and health status for all members
- Promptly reviewed and addressed treatment/medication adherence issues/concerns and any crisis situations that arose for any client with supervisor service network and any involved legal entities
- Developed, adhered to, and documented daily schedule of appointments; informed supervisor of scheduling conflicts or changes and maintained accurate record of daily activities
- Participated in individual and group supervision as scheduled by the appointed supervisor
Care Manager
Apicha Community Health Center
New York
09.2015 - 04.2016
- Managed a case-load of 80-100 bilingual speaking clients with housing, medical and social needs
- Provided direct care management services to clients living with HIV/AIDS, other chronic diseases, substance user, and/or mentally ill under supervision of Care Management Team Leader
- Initiated and coordinated the implementation of a comprehensive care plan
- Coordinated and oversaw services between patient and extended care team providers to ensure that integrated care plan was fully implemented
- Met service quota, contractual requirement, data entry and documentation requirements, and performance goals set by APICHA’s Support Service Department
- Conducted data entry to program related portal (e.g., RMA, AIRS, BTQ, TREAT)
- Wrote and submitted monthly services reports in a timely manner
- Conducted case finding and engagement of new referrals and lost to care clients
- Carried out tasks that were needed to execute the medical and support service plans
- Accompanied patients to appointments when required, provided coaching to patients, delivered monthly or bi-weekly health education encounters, performed entitlements reassessments, coordinated logistics for plan adherence reminders, transportation and childcare arrangements
- Performed regular home visits to assess clients’ living environments and ensure appropriate living situations of all clients on the case-load on a monthly basis
- Maintained client-related records and other required documentation according to the protocols and standards of APICHA’s Support Services Department
- Worked as a part of the unit at the quality assurance and continue quality improvement (CQI) tasks
- Represented the agency at various venues to promote agency services
Social Worker 1
JASA East Bronx Case Management
Bronx
03.2015 - 08.2015
- Worked closely with the older persons and their family members and other supports in providing assistance with remaining in their homes as safe as possible for as long as possible
- Conducted intakes to assess potential client’s eligibility to receive case management services and or home delivered meals provided by RAIN Senior Options and home care services consisting of housekeeping and home personal care through Personal Touch
- Developed and implemented written case plans for the provision of the full range of social services for the older adult client(s) and family, including:
- Provided appropriate information to clients and collaterals regarding the normal physical, social and psychological development of individuals, challenges to functioning presented by conditions of impairment, disease, social stresses and dysfunction; and ways of coping and preserving individual functioning and autonomy
- Screened clients’ eligibility, application for, and advocacy in securing benefits and entitlements
- Arranged for direct provision of services such as medical transportation
- Linked clients to other services such as public assistance, Medicare, Medicaid, emergency cash relief, legal aid, protective services, vocational placement, medical and psychiatric examination and therapy, housing, etc
- Acquired knowledge of the data base Peer Place used enter completed assessments before their review in case file
Education
Master of Social Work -
Hunter College, CUNY
New York, NY08.2020
Bachelor of Arts - Social Work
Lehman College, CUNY
Bronx, NY05.2014
Associate of Arts - Psychology
Bronx Community College, CUNY
Bronx, NY01.2012
Skills
Patient-Centric Strategy
Data-Driven Decision Making
Cross-Functional Leadership
Timeline
Patient Experience Coordinator
Medical City Frisco
02.2023 - 07.2024
Care Coordinator
The Mount Sinai Health System
01.2017 - 04.2022
Care Coordinator
NADAP
06.2016 - 11.2016
Care Manager
Apicha Community Health Center
09.2015 - 04.2016
Social Worker 1
JASA East Bronx Case Management
03.2015 - 08.2015
Master of Social Work -
Hunter College, CUNY
Bachelor of Arts - Social Work
Lehman College, CUNY
Associate of Arts - Psychology
Bronx Community College, CUNY