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.

• Bachelor's degree or equivalent experience required.
• MPH, MHA, MBA, or other related Master's degree preferred.
• Minimum 5 years of healthcare administrative and/or project management experience.
• Experience leading, facilitating, and implementing new programs and/or projects.
• Demonstrated skills in data analysis and presentation.
• Intermediate to advanced proficiency in Microsoft Office applications, database management, and analytical tools.
• Strong organizational skills in priority setting, follow-through, and meeting deadlines.
• Excellent interpersonal skills to enhance communication and collaboration with staff, colleagues, and administrative personnel.
• Ability to work effectively in an interdisciplinary team including physicians, nurses, and administrative staff.
• Ability to work independently with minimal supervision.
• Skill in navigating complex organizations and ensuring compliance with regulatory requirements.
• Ability to define goals objectively and measure outcomes.
• Demonstrated diplomacy, discretion, tact, and sound judgment with strict confidentiality.
• Ability to develop, implement, and evaluate methods and systems to improve efficiency.
• Strong project management skills with proven ability to deliver objectives within timeframes, including experience in project outcome reporting using industry standards.