Yesenia Osuna
Senior Program Director
Whittier,USA
Summary
A proactive member of integrated team models with a diverse background in community-focused care systems. Practice community-responsible leadership and goal-oriented outcomes with several years as a professional in health care systems. Approaches individuals and families with effective and communication skills including bilingual abilities and leadership growth as a director has been demonstrated throughout.
Experienced with managing large-scale programs and leading cross-functional teams to successful outcomes. Utilizes strategic planning and effective communication to ensure project alignment with organizational goals. Track record of delivering high-quality results through leadership, adaptability, and problem-solving abilities.
Results-oriented program professional with strong background in directing high-impact projects and initiatives. Known for fostering team collaboration and driving successful outcomes in dynamic environments. Exceptional at managing resources and adapting to changing needs while maintaining focus on strategic objectives.
Results-driven program management professional prepared to lead complex initiatives and drive impactful outcomes. Proven ability to foster team collaboration, adapt to changing needs, and consistently achieve goals. Expertise in strategic planning, resource allocation, stakeholder engagement, and process improvement. Respected for reliability, strong leadership, and solution-oriented mindset.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Program Director
Universal Community Health Center
Los Angeles, CA
05.2022 - Current
- Serve as a senior operational leader responsible for translating organizational strategy into executable programs that advance patient access, quality outcomes, and financial sustainability.
- Partner with executive leadership to design, implement, and scale enterprise-wide initiatives aligned with value-based care, population health, and Medi-Cal program requirements.
- Lead cross-functional operational planning, performance management, and continuous improvement across clinical-adjacent and non-clinical service lines.
- Provide operational oversight for multiple clinic-integrated programs, ensuring effective, efficient delivery of services that support core medical operations.
- Collaborate closely with clinical leadership (CMO and site leadership) to align program workflows with provider schedules, patient access, and clinic productivity goals.
- Monitor operational performance metrics and implement corrective actions to ensure programs meet established productivity, quality, and compliance standards.
- Oversee program budgets and resource allocation across federally, state, and locally funded initiatives.
- Ensure operational and financial compliance for Medi-Cal–aligned programs, including Patient Navigator Program, Remote Patient Monitoring, Food pantry program and grant-funded services.
- Lead identification, development, and management of grant funding opportunities, including grant writing, reporting, and compliance oversight.
- Support organizational budgeting and financial planning by aligning program operations with reimbursement structures and funding requirements.
- Provide executive oversight of Quality Assurance / Quality Improvement (QA/QI) functions, ensuring compliance with CMS, HRSA, BPHC, CMS, HIPAA, and other regulatory standards.
- Lead operational preparation for audits, performance reviews, and governmental inquiries; ensure timely and effective responses to findings.
- Champion a culture of continuous quality improvement and data-driven decision-making across all operational areas.
- Direct and scale complex, multi-site programs including: Patient Navigators Program, Remote Patient Monitoring (BP, Diabetes, Dexcom), HIV Services, Health Education, Food Security / Food Pantry.
- Ensure seamless integration of social determinants of health services into clinical operations to improve patient outcomes and reduce utilization risk.
- Lead, supervise, and mentor program directors, managers, and multidisciplinary staff.
- Build high-performing, inclusive teams aligned with organizational mission and strategic objectives.
- Establish accountability structures, performance expectations, and professional development pathways.
- Represent the organization in collaborations with community-based organizations, social service agencies, and funding partners.
- Build and maintain strategic partnerships that enhance service delivery, funding diversification, and community impact.
- Support executive leadership in external stakeholder engagement related to population health initiatives and public funding programs.
- Executive Operations & Strategy
- Clinic Operations & Service Delivery Oversight
- Financial, Revenue, and Grant Stewardship
- Quality, Compliance, and Risk Management
- Program Portfolio Leadership (Enterprise-Level)
- People Leadership & Organizational Culture
- External Relations & Strategic Partnerships
- Led development and execution of community health programs enhancing service delivery effectiveness.
- Directed cross-functional teams to align organizational goals with program objectives and resource allocation.
- Implemented data-driven strategies improving patient engagement and health outcomes across multiple initiatives.
- Managed budget oversight ensuring optimal resource utilization and adherence to financial targets.
- Fostered partnerships with stakeholders to expand outreach efforts and increase community awareness of health services.
- Mentored junior staff, promoting professional development and enhancing team capabilities in program management.
- Evaluated program performance using key metrics to drive continuous improvement initiatives and operational efficiencies.
- Advocated for policy changes based on community health assessments, influencing strategic direction of services offered.
- Coordinated with external partners to align on shared objectives and drive collaborative success in joint initiatives.
- Led cross-functional teams for successful project execution and timely delivery of milestones.
- Enhanced program efficiency by streamlining processes and implementing strategic plans.
- Developed comprehensive program budgets, ensuring optimal resource allocation and cost control.
QA/QI Director
Universal Community Health Center
Los Angeles, CA
05.2022 - Current
- Led a multidisciplinary team to achieve company-wide quality objectives, focusing on P4P, HEDIS, STARS, HTN Remote Patient Monitoring, Mobile HRA Visits, and other quality initiatives.
- Oversaw program implementation from development to ongoing management, ensuring adherence to policies, regulations, and best practices.
- Responsible for certification and organization is in compliance with Patient-Centered Medical Home (PCMH) with the standards of NCQA.
- Responsible for compliance with HRSA and submission of Uniform Data System (UDS).
- Collaborated with finance and operations to develop capacity analysis and resource allocation strategies for program launch and optimization.
- Established effective communication channels with stakeholders, providing updates on program milestones, process changes, and escalations.
- Ensured post-implementation program success by monitoring care delivery, program execution, and compliance with governmental regulations.
- Developed and implemented processes, reporting mechanisms, and accountability metrics for consistent program implementation and management.
- Provided direct supervision to program staff and fostered collaboration with senior leaders to ensure successful program transitions.
- Successfully identified and addressed service gaps in collaboration with clinics/providers, leading to a [quantifiable result] in HEDIS scores.
- Collaborated with IPA/Health Plan staff to monitor gap closures and improvement activities.
- Utilized technical knowledge and data analysis to solve complex issues that impacted quality scores.
- Built strong relationships with clinical leaders, clinicians, and patients to drive organizational progress.
- Developed metrics and analyses in collaboration with operational, quality, and financial teams to track program success.
- Led strategic initiatives to enhance community health services and improve patient outcomes.
- Developed and implemented policies to ensure compliance with healthcare regulations and best practices.
- Oversaw budget planning and resource allocation for various health programs and services.
- Fostered partnerships with community organizations to expand access to care and support services.
Healthcare Information Technology Trainer/Analyst
St. John's Well Child & Family Center
Los Angeles, CA
03.2021 - 04.2022
- Primary responsibilities include, but are not limited to implementation, software configurations, workflow development, clinical reporting development, deployment, and support of the software, eClinical Works (eCW) for our Behavioral, Dental, Medical Providers and other Allied Health Personnel.
- HIT problem resolution includes prompt responses to end-user requests that includes creating and monitoring support tickets with eCW to resolve problems quickly and accurately to ensure interoperability does not compromise documentation or patient care.
- Attend and participate in WHR training, seminars/webinars to stay up to date on all EHR modifications to train/support staff in person and/or remotely, providing initial and ongoing EHR training for providers and staff, participating in planning for new EHR modules and roll out of new features and builds, and managing support issues with eClinicalWorks and/or other clinical IT vendors.
- Develop, facilitate, and implement EHR, telehealth, and ongoing trainings to improve interoperability, efficiency and comply with Federal and State patient care documentation guidance/guidelines to all new and existing employees.
- Work collaboratively with all organization department (i.e., Clinical, Operations, Finance, etc.) to examine and develop workflows within the EHR and enhance the systems operability to reflect the needs of Providers, Centers for Medicare & Medicaid Services, Medi-CAL and other insurance plans.
- Create, modify, and terminate (as necessary) EHR user accounts and user groups, including modification of appropriate security settings to be HIPPA compliant at all times.
- Participate in Quality Assurance/Quality Improvement Weekly Meetings: Audit charts for correct insurance payor, visit types, and The Healthcare Effectiveness Data and Information Set (HEDIS) measure compliance to eliminate error reports that include missed opportunities (i.e. no CPT code, diagnosis, etc.).
- Use the Effective Based Operations (EBO) reporting module within eCW to gather and analyze clinical and financial data related to clients. The reporting data is robust, allowing providers to better manage care for patients while maximizing reimbursements.
- Comprehensive understanding off the operations of Federal Health Qualified Centers (FQHC), Human Resources and Services Administration (HRSA), Substance Abuse and Mental Health Services Administration (SAMHSA) to meet compliance requirements and for the purpose of grant management.
Electronic Health Records (EHR) Specialist, Grant Writing Assistant and Telehealth Program Supervisor
R.O.A.D.S Community Clinic
Compton, CA
03.2020 - 03.2021
- Primary point of contact for the organization as the EHR Technical Specialist.
- Primary responsibilities include, but are not limited to implementation, software configurations, workflow development, clinical reporting development, deployment, and support of the software, eClinical Works (eCW) for our Behavioral, Dental, Medical Providers and other Allied Health Personnel.
- EHR problem resolution includes prompt responses to end-user requests that includes creating and monitoring support tickets with eCW to resolve problems quickly and accurately to ensure interoperability does not compromise documentation or patient care.
- Attend and participate in EHR training, seminars/webinars to stay up to date on all EHR modifications to train/support staff in person and/or remotely, providing initial and ongoing EHR training for providers and staff, participating in planning for new EHR modules and roll out of new features and builds, and managing support issues with eClinicalWorks and/or other clinical IT vendors.
- Develop, facilitate, and implement EHR, telehealth, and ongoing trainings to improve interoperability, efficiency and comply with Federal and State patient care documentation guidance/guidelines to all new and existing employees.
- Work collaboratively with all organization department (i.e., Clinical, Operations, Finance, etc.) to examine and develop workflows within the EHR and enhance the systems operability to reflect the needs of Providers, Centers for Medicare & Medicaid Services, Medi-CAL and other insurance plans.
- Meet with ECW SAM on a bi-weekly basis to ensure all projects meet hard deadlines. Manage all upgrades and feature implementations, including hardware-based solutions.
- Create, modify, and terminate (as necessary) EHR user accounts and user groups, including modification of appropriate security settings to be HIPPA compliant at all times.
- Serve as EHR point of contact for patient safety advisories, including managing notifications from EHR and communicating those to internal staff as appropriate.
- Participate in Quality Assurance/Quality Improvement Weekly Meetings: Audit charts for correct insurance payor, visit types, and The Healthcare Effectiveness Data and Information Set (HEDIS) measure compliance to eliminate error reports that include missed opportunities (i.e. no CPT code, diagnosis, etc.).
- Use the Effective Based Operations (EBO) reporting module within eCW to gather and analyze clinical and financial data related to clients. The reporting data is robust, allowing providers to better manage care for patients while maximizing reimbursements.
- Comprehensive understanding off the operations of Federal Health Qualified Centers (FQHC), Human Resources and Services Administration (HRSA), Substance Abuse and Mental Health Services Administration (SAMHSA) to meet compliance requirements and for the purpose of grant management.
Integrated Behavioral Health (IBH) Care Manager
St. John's Well Child & Family Center
Los Angeles, CA
08.2015 - 02.2020
- Provide organized and efficient management of IBH specialty programs, Psychiatry, Comprehensive Diagnostic Evaluation (CDE), Quality Assurance, as well as day-to-day activities.
- Manage and support Clinicians, Senior Management, need to provide quality and efficient direct patient care.
- Co-Manage and assist the director of behavior health with quality assurance as required by DMH and insurances.
- Assisted with developing the Center for Autism and Developmental Disabilities program (CADD) program, protocols, and procedures.
- ECW super user and assisted with developing templates, assessments, and quality control in the ECW system.
- Recognize and address needs of interdisciplinary team (doctors, nurses, mental health clinician, specialty providers, etc.) and serve as a resource to promote collaborative treatment plan coordination for genuine integrated care.
- Triage patients in primary care setting and provide proper psychosocial intervention from resource referrals to crisis intervention to long-term case management.
- Provide direct patient care through genuine warm hand-off drawing on the value of social work 6-core values.
- Serve as a liaison plan between needs of the patient and mental health clinician through quick and thoughtful troubleshooting, clear communication.
- Organize internal and external referral management between insurance and provider referrals. Initiating IBH service, CDE approvals, and psychiatry.
- Actively participated in patient related collaborative program-specific meeting and specialty trainings to address the needs of St. John's as well as the community.
- Effective distribution of community-based resources for the support of patients' needs for genuine care of the whole person.
Education
Master of Arts - Clinical Psychology, AMFT# 11379
California State University, Dominguez Hills
Carson, CA01.2019
Bachelor of Art - Psychology
California State University, Dominguez Hills
05.2012
Associate of Arts - Psychology
Cerritos Community College
05.2010
Grant Writing & Administration Certificate - undefined
California State University, Dominguez Hills -Extend Education
01.2020
Advanced Telehealth Coordinator Certificate - undefined
University of Delaware
01.2020
Skills
- Data Analysis: eCW Effective Based Operations (EBO) reporting module, HEDIS reporting
- Quality Improvement: P4P, HEDIS, STARS, HTN, Remote Patient Monitoring
- Communication and Training: Excellent written and verbal communication, group and one-on-one training, workflow development
- Compliance: HIPAA, FQHC, HRSA, SAMHSA, DMH documentation standards
- EHR Systems: eClinical Works (eCW) - Implementation, configuration, training, support, and optimization
- Telehealth Platforms: Zoom, Doxyme
- Healthcare IT: Troubleshooting, user support, system upgrades, interoperability
- Expertise in FQHC operations, Medi-Cal managed programs, grant-funded services, and regulatory compliance
- Proven ability to scale programs into sustainable, operationalized service lines
- Provide strategic organizational leadership to align teams, processes and outcomes with mission-driven goals With experience in guiding managers and supervisors to achieve operational and quality goals
- Recognized as an effective leader who drives accountability, collaboration, and results
Accomplishments
- Spearheaded the development and implementation of Mammogram Campaign in 2023 resulting in 323 billable medical visit and increased of compliance rate of 51% compare to 34% in 2022. Continue 2024 resulting in 370 billable medical visited and in 2025 450 billable medical visits and compliance rate of 60%.
- Spearheaded the implementation of HEDIS calendar, Quality campaigns (i.e., Retinal, DM, HRAs at Home).
- LA CARE Award for Women Care (2023)
- LA CARE Honor Roll for Quality (2024)
- HRSA National Quality & HIT Badge (2024 & 2025)
- Community Clinic Association Los Angeles County (CCALAC) Co-Chair for eCW Collaborative User Group July 2023-Present
- Community Clinic Association Los Angeles County (CCALAC) Co-Chair for QI Roundtable July 2024-Present
- Community Clinic Association Los Angeles County (CCALAC) Co-Chair for Quality Steering Committee July 2023- Present
- Supervised team of [Number] staff members.
Certification
- Licensed Marriage and Family Therapy #AMFT Clinician #117379
Languages
Bilingual, fluent in English and Spanish
Timeline
Senior Program Director
Universal Community Health Center
05.2022 - Current
QA/QI Director
Universal Community Health Center
05.2022 - Current
Healthcare Information Technology Trainer/Analyst
St. John's Well Child & Family Center
03.2021 - 04.2022
Electronic Health Records (EHR) Specialist, Grant Writing Assistant and Telehealth Program Supervisor
R.O.A.D.S Community Clinic
03.2020 - 03.2021
Integrated Behavioral Health (IBH) Care Manager
St. John's Well Child & Family Center
08.2015 - 02.2020
Bachelor of Art - Psychology
California State University, Dominguez Hills
Associate of Arts - Psychology
Cerritos Community College
Grant Writing & Administration Certificate - undefined
California State University, Dominguez Hills -Extend Education
Advanced Telehealth Coordinator Certificate - undefined
University of Delaware
Master of Arts - Clinical Psychology, AMFT# 11379
California State University, Dominguez Hills
Specialized Trainings
- HIV Linkage and Retention in Care Training
- Trauma Informed Care Training Marina Compean, LCSW
- Youth Mental Health First Aid Dept of Mental Health
- SUD in Transgender Population Dr. Tom Freese (UCLA)
- Lesbian and Bisexual Women’s Health Dept of Mental Health
- Grant Writer Certification Cal State Dominguez Hills, 2020
- Telehealth Coordinator Program University of Delaware, 2020
- Finding your Best Self
- Seeking Safety