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UVA Health · 2 months ago

Training and Service Excellence Specialist

Virginia, United States

Full-time

Onsite

Mid Level

$48K/yr - $48K/yr

3+ years exp

UVA Health is a world-class Magnet Recognized academic medical center and health system. The Training and Service Excellence Specialist plays a vital role in supporting the delivery of exceptional patient and family experiences by designing, coordinating, and delivering training initiatives for frontline staff.

Health CareHospitalMedical

Responsibilities

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

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

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

Qualification

Training program designCustomer serviceProject managementProcess optimizationCoachingCollaborationCommunication

Required

Bachelor's degree or higher. Additional experience will be accepted in lieu of degree in some positions

Three years experience

Preferred

Strong background in hospitality, training, project management, customer service, and process optimization within a healthcare or service-focused environment