Training and Service Excellence Specialist

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

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. This position partners closely with operational leaders to ensure service standards are consistently met through education, coaching, and continuous improvement. The ideal candidate brings a strong background in hospitality, training, project management, customer service, and process optimization within a healthcare or service-focused environment.

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 pay range for this role is $48,462.00 - $96,925.00 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 .