November 17 - 19 2025
Westin Rancho Mirage, Palm Springs, CA
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.
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.
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