Patient Experience Training & Service Excellence Expert

Commonwealth of VA Careers; Charlottesville (VA); On-site; USD 48,000 - 97,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Disability Insurance

Retirement Savings

HSA

FSA

Education support

Paid Time Off

Job summary

UVA Health is seeking a Training and Service Excellence Specialist to design, coordinate, and deliver onboarding and ongoing training for frontline staff, partnering with operational leaders to uphold service standards through education and coaching.

Designs include guides, visuals, and digital modules; evaluates training impact; collaborates with leadership to align content with current workflows and patient expectations.

Qualifications

• Education: Bachelor's degree or higher.
• Experience: Three years experience.

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.

Education

Bachelor's degree

Three years experience

Job description

UVA Health is seeking a Training and Service Excellence Specialist to design, coordinate, and deliver onboarding and ongoing training for frontline staff, partnering with operational leaders to uphold service standards through education and coaching.

Designs include guides, visuals, and digital modules; evaluates training impact; collaborates with leadership to align content with current workflows and patient expectations.