Ana Bonilla
The Bronx
Summary
Licensed Master Social Worker with strong background in clinical practice and community outreach. Proven ability to work collaboratively and adapt to evolving needs. Skilled in crisis intervention, case management, and therapeutic counseling. Known for reliability and effective team integration, ensuring impactful and results-driven outcomes.
Overview
8
8
years of professional experience
Work History
Patient Experience Coordinator
Medical City Frisco
Frisco, TX
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
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
- Assessment skills
- Multicultural competence
- Service planning
- Treatment Planning
- Psychosocial assessment
License
Licensed Master Social Worker (LMSW) 2026
Languages
Spanish
Native or Bilingual
Timeline
Patient Experience Coordinator
Medical City Frisco
02.2023 - 07.2024
Care Coordinator
The Mount Sinai Health System
01.2017 - 04.2022
Bachelor of Arts - Social Work
Lehman College, CUNY
Associate of Arts - Psychology
Bronx Community College, CUNY
Master of Social Work -
Hunter College, CUNY