Program Manager, Ambulatory Patient Experience

Torrance Memorial Medical Center•Torrance, CA

About The Position

The Patient Experience Strategy & Program Management Lead will be responsible for the design, execution, and continuous improvement of TMPN’s ambulatory patient experience strategy across clinic sites. This role involves developing and maintaining a comprehensive patient experience roadmap with measurable KPIs, milestones, and accountability structures. The lead will also manage vendor relationships for patient satisfaction survey platforms, coordinate Patient Experience Committees, analyze data to identify improvement opportunities, oversee the patient complaint and grievance resolution process, and support the development and delivery of patient experience training. Additionally, this role will partner with various teams to integrate patient experience into value-based care workflows and identify operational improvements to enhance patient flow.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.