Sr. Project Manager - Patient Experience Program, Ambulatory Operational Excellence

As the Senior Project Manager for Patient Experience Improvement, you will play a critical role in advancing UCLA Health’s commitment to delivering exceptional care and service. In this position, you will lead the implementation, coordination, and monitoring of enterprise-wide initiatives designed to enhance patient satisfaction, streamline care delivery, and improve overall experience across our health system.

Key Responsibilities:

• Lead Patient Experience Projects: Manage complex, multi-faceted projects focused on improving patient interactions, communication, and service quality across ambulatory settings.
• Develop and Execute Project Plans: Establish clear scope, timelines, and deliverables for initiatives and experience-driven workflow improvements.
• Collaborate Across Departments: Facilitate communication and alignment between clinical teams, administrative staff, and operational leaders to ensure patient-centered strategies are integrated.
• Monitor and Report Outcomes: Track progress against defined goals, analyze patient experience metrics (e.g., CG-CAHPS, Press Ganey scores), and provide actionable insights to leadership.
• Implement Best Practices: Incorporate evidence-based approaches and industry standards to optimize patient engagement and satisfaction.
• Support Change Management: Guide teams through process improvements, ensuring adoption of new tools and protocols that enhance the patient journey.
• Organize Team Projects and Stakeholder Meetings: Coordinate patient experience improvement meetings and stakeholder groups, prepare agendas, and document action items to drive accountability.