Lester Torres | NGPX

NGPX 2025

November 17 - 19 2025

Westin Rancho Mirage, Palm Springs, CA

Lester Torres

Sr. Director, Practice & Patient Care Improvement Orlando Health

Les Torres currently serves as Sr. Director of Practice & Patient Care Improvement at Orlando Health. Les has over 25 years of leadership experience with a focus on facilitating service excellence, patient experience, strengthening teams and organizational development. As Sr. Director, Les oversees PX for Orlando Health’s Medical Group and is developing a hospital wide communication program for clinicians to enhance how care is delivered to patients. He developed the Patient Experience Ambassador Committee (PEAC), a PX educational platform focused on equipping front-line clinic team members with communication skills to strengthen teamwork and elevate patient care. Les also co-established Partners In Care, a clinician development program that focuses on coaching communication skills to strengthen patient engagement, improve care outcomes, and drive positive patient survey results. Before joining the healthcare industry, Les held leadership roles at JP Morgan Chase, ClearTel Communications, and Eastern Financial Credit Union, where he managed contact center operations and implemented quality assurance strategies. Les brings a strong focus on measurable outcomes, team member engagement, and streamlined service delivery. He is known for a data-driven and people-centered approach that balances operational excellence with a deep commitment to teams. Les holds a bachelor’s degree in management and international business from Florida International University, and a Master of Business Administration from Webster University.

Day 2: From Insight to Impact: Operationalizing Patient Experience

2:25 PM Panel: Partners in PX: Strengthening Collaboration Between Physicians and PX Leadership

Achieving exceptional patient experience requires a collaborative partnership between physicians and patient experience teams. Panelists will share real-world examples of successful collaborations, address common challenges, and provide actionable insights on how to align physician practices with patient experience goals to drive improved outcomes and satisfaction.

  • Identify effective communication strategies to bridge the gap between physicians and PX teams, fostering open dialogue and mutual respect
  • Discover methods for aligning physician practices with patient experience goals, promoting shared ownership and accountability for PX outcomes
  • Explore practical approaches to overcome common challenges in physician-PX team collaboration, such as time constraints, differing priorities, and cultural differences

Day 3: Shaping What’s Next: Designing the Future of Experience

9:30 AM Rise & Relate Morning Networking Break in the Xperience Lounge + Xperience Theater Spotlights

Fuel up and forge new connections with fellow PX leaders during this energizing morning break. Don’t forget to stop by our Xperience Lounge Innovation Theater for two inspiring Innovation Spotlights.


Xperience Theater Spotlight: Fostering Innovation in PX

 

9:35-9:45: Partners in Care

Lester Torres, MBA, PMP, CCSP, SSM, Sr. Director, Practice & Patient Care Improvement, Orlando Health


9:50-10:00 – Partner Spotlight

Dr. Aaron Neinstein, Chief Medical Officer, Notable Health

Check out the incredible speaker line-up to see who will be joining Lester.

Download The Latest Agenda