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

2:30 PM Track C: 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

3:00 PM Track C: Panel Remix (Audience Breakout): Strengthening Collaboration Between Physicians and PX Leadership

Following the main panel, this quick-turn breakout invites attendees to dive deeper into the realities of building strong, trust-based partnerships between physicians and patient experience teams. In small groups, participants will reflect on the insights shared, discuss their own collaboration challenges, and trade practical approaches for creating better alignment, communication, and shared ownership of PX outcomes. This interactive session helps translate big ideas into actionable strategies grounded in day-to-day experience.

Small-Group Discussion Prompts:

• Where do collaboration and communication between physicians and PX teams most often break down in your organization, and what practices help bridge those gaps?

• How are you building shared ownership of PX goals across clinical and non-clinical teams, and what incentives, workflows, or accountability models have been most effective?

• What structures or cultural shifts would help strengthen mutual understanding, respect, and partnership between physicians and PX leadership?

Day 3: Sustaining the Momentum: Embedding PX Into Culture and Practice

9:50 AM Xperience Theater Spotlight: Partners in Care

9:50-10:00: Partners in Care

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

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

Download The Latest Agenda