What are the responsibilities and job description for the Training and Service Excellence Specialist position at The Rector & Visitors of the University of Virginia?
Key Responsibilities Include:
Training & Development
- Designs and delivers onboarding and ongoing training programs to support staff in delivering high-quality, patient-centered service.
- Develops training materials, including guides, job aids, visual content, and digital modules.
- Assesses training needs through observation, feedback, and performance metrics.
- Evaluates the effectiveness of training sessions and revises content based on outcomes and staff feedback.
- Collaborates with leadership and technical teams to ensure alignment between training and current workflows, tools, and service expectations.
Patient Experience Support
- Acts as a point of escalation for service recovery issues, supporting staff in resolving patient or visitor concerns.
- Promotes a welcoming and professional environment that fosters open communication and collaboration.
- Monitors service interactions and offers feedback or coaching to reinforce standards of excellence.
- Works with managers and supervisors to identify opportunities for improvement in patient-facing processes and behaviors.
Project & Process Improvement
- Participates in and occasionally leads departmental or cross-functional projects focused on patient satisfaction and operational improvement.
- Tracks and analyzes service delivery metrics to assess trends and recommend training or process adjustments.
- Assists in the coordination of vendor relationships related to training tools or service delivery resources.
- Supports the development and implementation of new service initiatives and performance goals.
MINIMUM REQUIREMENTS
Education: Bachelor's degree or higher. Additional experience will be accepted in lieu of degree in some positions.
Experience: Three years experience
Licensure: None
PHYSICAL DEMANDS
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.
The starting base rate for this role is $48,462.00 annually. Individual compensation will be determined by the selected candidate's qualifications, previous work experience, and/or education.Benefits
Comprehensive Benefits Package: Medical, Dental, and Vision Insurance
Paid Time Off, Long-term and Short-term Disability, Retirement Savings
Health Saving Plans, and Flexible Spending Accounts
Certification and education support
Generous Paid Time Off
UVA Health is a world-class Magnet Recognized academic medical center and health system with a level 1 trauma center. 2023-2024 U.S. News & World Report "Best Hospitals" guide rates UVA Health University Medical Center as "High Performing" in 5 adult specialties and 14 conditions/procedures. We are one of 70 National Cancer Institute designated cancer centers. UVA Health Children's is named by 2023-2024 U.S. News & World Report as the best children's hospital in Virginia with 9 specialties ranked among the best in the nation. Our footprint also encompasses 3 community hospitals and an integrated network of primary and specialty care clinics throughout Charlottesville, Culpeper, Northern Virginia, and beyond.
The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA's commitment to non-discrimination and equal opportunity employment.
The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex, pregnancy, sexual orientation, veteran or military status, and family medical or genetic information.
Salary : $48,462