Make a difference in people’s lives every day. When you join UCLA Health, you’ll be working at an institution that provides leading-edge care to the people of L.A. and throughout the world. We provide our team members with the environment and support to do amazing work, because each and every one of them plays a vital role in our commitment to care.
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.
EMPLOYMENT SCAM ALERT:
UCLA Health Recruitment is currently being targeted by scam artists through external job board sites. Review some tips in order to avoid becoming targeted. El reclutamiento de salud de UCLA actualmente está siendo atacado por estafadores a través de sitios de juntas de trabajo externos. Revisar algunos consejos para evitar ser apuntado.
“The environment is nurturing and fosters growth. When I come to work, I know what I'm doing matters.”
VINCENT, Sr. CLS Specialist, Toxicology
MONICA
I've been blessed to touch so many lives through my serving. It's a privilege to uplift other employees with words of encouragement and a smile.
SOZIT
The first thing i noticed when i joined the team was how everyone is very welcoming and friendly with supportive management. I did not feel like an outsider.
EDGAR
Once I joined, I knew UCLA Health was THE place to be due to the growth potential and training offered
RENE
If you want to grow professionally, this is the right place for you.
ERA
We are family here. We support each other. We collect together.
ELIZABETH
It’s so diverse and inclusive here. There’s always the opportunity to share your thoughts. It's a place where you feel you belong.
JERRY
Your career path at UCLA Health will enable you to follow a myriad of avenues and turns. It opens up a wide variety of opportunities.
ORLANDO
There’s a togetherness and higher level of commitment to teamwork at UCLA Health. We are several groups and teams that work together with a common goal which is to improve our patients experience.
DAVID
UCLA Health walks the walk and talks the talk! It's an incredible feeling to work for an organization that always puts the patient first. I am honored to work in full alignment with the UCLA Health Mission and Vision.
DR. ISLA GARRAWAY
UCLA has incredible resources and a team science approach. The ability to work with collaborative teams and access the amazing resources around campus is the best part about being at UCLA.
RADU
UCLA is very diverse in its personnel as well as its many research fields studied
JENNA
UCLA Health provides so many opportunities to exchange ideas, share moments and grow. I have learned a lot about team management and relationship building.
SHARON
I was looking for a job to further my career and continue to improve and learn as a therapist.
TARO
I have been blessed to be surrounded by supportive colleagues who aspire me to be the best version of myself.
Awards & recognition
