Karen Bains
Senior Director, Ambulatory Operations @UCLA Health
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WORK HISTORY
Senior Director, Ambulatory Operations @UCLA Health
Los Angeles, CA, US
Lead enterprise ambulatory operational strategy and performance improvement initiatives across one of the nation’s leading academic health systems.Provide strategic oversight for multiple operational programs within the Ambulatory Operational Excellence portfolio, including clinic activations, operational capacity, patient experience, and enterprise project implementation.Key areas of responsibility include:• Leading system-wide ambulatory operational excellence initiatives focused on improving access, efficiency, and care delivery• Developing standardized frameworks for clinic activation, operational readiness, and expansion across the ambulatory network• Overseeing operational capacity planning initiatives including space utilization assessments, clinic workflow optimization, and provider capacity modeling• Driving patient experience transformation initiatives through operational redesign, staff engagement programs, and CG-CAHPS performance improvement• Leading cross-functional teams responsible for large-scale operational projects impacting multiple service lines and clinical locationsKEY ACHIEVEMENTS:• Led enterprise operational initiatives that improved ambulatory patient access, digital engagement, and clinic workflow efficiency across multiple service lines• Developed standardized operational frameworks for ambulatory clinic activations supporting new clinic openings, expansions, and relocations• Implemented enterprise patient experience initiatives focused on improving CG-CAHPS performance and strengthening patient-centered care delivery• Established operational capacity assessment models to optimize provider utilization and clinic space planning across the ambulatory network• Built cross-functional partnerships with executive leadership, physician leaders, and operational teams to drive system-wide improvement initiatives
EDUCATION
Excelsior College
Bachelor's degree
Community College of the Air Force
Nursing/IDMT
Purdue University
Master of Healthcare Administration
ABOUT KAREN BAINS
I am a healthcare clinical operations leader with a passion for transforming ambulatory care delivery through operational excellence, patient-centered innovation, and high-performing teams. As Senior Director of Ambulatory Operations at UCLA Health, I oversee enterprise initiatives focused on improving access, operational efficiency, and the patient experience across a complex academic health system. My work centers on designing scalable operational frameworks that support clinic growth, optimize capacity, and elevate the quality of care delivered to our patients.My leadership portfolio spans multiple operational domains including-Ambulatory Operational Excellence programs-Clinic activation strategy for new and expanding clinical sites-Operational capacity planning and clinic space optimization-Enterprise patient experience initiatives and CG-CAHPS improvement-Digital front-door and patient access innovations-Cross-functional operational strategy across clinical and administrative teamsI lead multidisciplinary teams responsible for implementing system-wide initiatives that strengthen operational infrastructure while supporting physicians, clinical teams, and administrative leaders across UCLA Health’s ambulatory network. Throughout my career, I have focused on translating strategy into execution—building frameworks, tools, and governance models that enable sustainable improvement and measurable impact. My approach to leadership is grounded in collaboration, data-driven decision making, and continuous improvement. As a Lean Six Sigma Black Belt and Certified Lean Healthcare Professional, with a clinical background- I am committed to advancing healthcare delivery through operational rigor, innovation, and meaningful patient-centered outcomes.
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