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

Senior Project Manager For Patient Experience Improvement

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.

Salary Range : $70,900 - $145,200 Annual

Qualifications :

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.

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person's unique achievements and experiences to further set us apart.