Ambulatory Patient Experience Program Lead

Torrance Memorial Medical Center; Torrance (CA); On-site; Full time

Job description

Patient Experience Strategy & Program Management

• Lead the design, execution, and continuous improvement of TMPN’s ambulatory patient experience strategy across clinic sites.
• Develop and maintain a comprehensive patient experience roadmap with measurable KPIs, milestones, and accountability structures.
• Manage vendor relationships for patient satisfaction survey platforms (e.g., Press Ganey, NRC Health) and ensure optimal configuration, distribution, and response rates.
• Coordinate and facilitate Patient Experience Committees, working groups, and cross-functional improvement teams.

Data Analytics & Performance Reporting

• Analyze survey data, online reviews, and patient grievance trends to identify improvement opportunities.
• Partner to develop and maintain executive-level dashboards and scorecards that track performance by site, provider, and domain (e.g., access, communication, care coordination).
• Translate data into clear insights and actionable recommendations for physicians, site managers, and senior leadership.
• Monitor and report on benchmarks relative to regional and national percentile rankings.

Service Recovery & Patient Advocacy

• Oversee the patient complaint and grievance resolution process, ensuring timely, empathetic, and policy-compliant follow-up.
• Support the development and implementation of standardized service recovery protocols across TMPN clinics, including frontline empowerment practices.
• Partner with risk management and compliance to ensure alignment on escalated concerns.

Training, Coaching & Culture Building

• Support the development and delivery of patient experience training for clinical and non-clinical staff, including communication skills, empathy-based de-escalation, and phone etiquette.
• Implement and manage secret shopper and mystery caller programs, sharing findings and partnering with site leadership on coaching plans.
• Serve as a visible champion for service excellence, fostering a culture where the best ideas come from people closest to the work.

Operational Improvement & Collaboration

• Partner with Population Health, Quality, and Clinical Operations teams to integrate patient experience into value-based care workflows and HEDIS-related outreach.
• Identify and support implementation of operational improvements to reduce friction in scheduling, check-in, wait times, and care transitions

QUALIFICATIONS

Required

• Bachelor’s degree required.
• Minimum 4 years of experience in patient experience, quality improvement, or healthcare operations in an ambulatory or medical group setting.
• Experience in multi-site physician network or similar ambulatory environment.
• Familiarity with CMS Star Ratings, HEDIS measures, and value-based care models.
• Experience working with patient satisfaction survey platforms (e.g., Press Ganey, NRC Health, CG-CAHPS) and translating insights into actionable improvements.
• Strong data analysis and visualization skills; advanced proficiency in Excel and PowerPoint; experience building dashboards.
• Excellent written and verbal communication skills, including presenting to executive and physician audiences.
• Proven ability to manage multiple concurrent projects, engage diverse stakeholders, and drive measurable outcomes.

Preferred

• Master’s degree (MBA, MHA, MPH).
• Experience with EHR systems (e.g., Oracle Health/Cerner preferred) and digital patient engagement tools.

Salary Range: $38.00/Hr - 61.00/Hr.

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