Chief Patient Experience Officer

Description

At UCLA Health, our people are here for more than a career. They’re committed to elevating the lives of everyone they come into contact with. It’s only possible when you’re passionate about what you do and where you get to do it. As a key member of our team, you’ll be able to use your unique experience to help support positive patient experiences.

The Chief Patient Experience Officer leads the development and execution of strategies that elevate the experience of patients, families, visitors, and staff across UCLA Health. In this high-impact role, you will collaborate closely with executive leadership, physicians, staff, and volunteers to ensure patient-centered care is consistently delivered at the highest standard.

You’ll oversee programs designed to enhance service quality and satisfaction, directly addressing concerns and feedback from patients and families. This includes managing key operational areas that influence the overall patient and guest experience and driving improvements through organization-wide initiatives.

This position reports to the Chief Medical Officer, as well as the Chief Operating Officer, Chief Nursing Officer, and Chief of Operations for the Community Clinic Network.

At UCLA Health, our passion for delivering the highest quality patient care has enabled us to become a world-renowned health system with four award-winning hospitals and more than 270 community clinics throughout Southern California. We’re also home to the world-class medical research and clinical education capabilities of the David Geffen School of Medicine. If you’re looking to play a key role in supporting exceptional patient experiences, join us and enjoy a fulfilling career at UCLA Health.

Salary Range: $157,400-$380,600 per year

Qualifications

We’re looking for a compassionate, strategic leader with the following background:

• Bachelor’s degree in a related field or an equivalent combination of education and experience.
• Minimum of 7 years of relevant experience in organizational consulting, patient experience, or healthcare operations leadership.
• Demonstrated expert-level knowledge of clinical operations and healthcare service delivery, with a strong applied background in improving the patient experience.
• Deep understanding of current industry trends and the ability to translate theoretical concepts into practical, scalable processes.
• Advanced knowledge of federal and state healthcare regulations, accreditation requirements, and the ability to proactively identify risk and ensure compliance across patient service areas.
• Proven ability to lead through influence and build a collaborative culture grounded in trust, accountability, and shared goals.
• Highly advanced skills in developing and executing both short- and long-term strategic plans, including fiscal and resource management.
• Strong capability to organize, integrate, and optimize operations across multiple departments and service lines.
• Expert diplomacy, relationship building, and negotiation skills, with the ability to work effectively across all levels of leadership, staff, and external stakeholders.
• Excellent analytical and critical thinking skills; capable of resolving complex challenges and driving innovative solutions.