Administrator, Hospitality and Support Services

The Administrator Hospitality and Support Services provides operations, fiscal, and human resource management responsibility for designated administrative areas impacting patient experience, including but not limited to the patient experience office, housekeeping services, food and nutrition services, volunteer services, Hospitality House, Welcome Team, language services, patient and equipment transportation, parking and transportation, valet services, garage operations, environment of care, and facilities management and capital planning. Serves as primary liaison and point of contact for UVA Department of Safety and Security, including University Policy Department, UVA Security and emergency management.
This Administrator Hospitality and Support Services is responsible for the leadership, design, and implementation of initiatives that fulfill the mission vision and values of University of Virginia Medical Center to promote a culture of patient-centric care which embodies and emphasizes outstanding service and compassion. This role represents the voice of the Patient and collaborates with senior leaders, medical staff, and departmental directors to ensure that all patient experiences at University of Virginia Medical Center embody the highest degree of service and compassion.
This leader will collaborate closely with senior leaders and teams across the health system to ensure that patient experience, clinical quality, and performance improvement initiatives align with overall UVA Health goals and commitment to service excellence.

• Leads the planning, coordination, program evaluation, resource stewardship, and quality improvement for the designated areas of responsibility.
• Provides oversight for enhancing and continually improving the overall experience of our patients and families to establish and meet our customer's expectations of consistent service excellence.
• Responsible for continual assessment and identification of habits/issues/barriers to achieving service excellence throughout the Medical Center and developing associated action plans for implementation.
• Creates a culture of passion and commitment for exemplary patient experience, including effectively communicating all patient satisfaction metrics, surveys, written and verbal compliments and complaints, and qualitative data from multiple sources.
• Supports performance improvement initiatives leveraging lean methodologies focused on improving patient and team member experience throughout the Medical Center
• Oversees the facilities maintenance program and interfaces with regulatory agencies to ensure standard operating procedures align with regulatory requirements.
• Oversees the planning and development of new clinical facilities, the development, and application of the long-range facilities plan, including financial planning and oversight, and ongoing management of renovations and improvements of the existing physical plant.
• Oversees and directs safety, security, parking, transportation, electronic building access, and the ID badge office.
• Participate in administrator-on-call duties on a rotating basis.
• Serves on a variety of committees as either a chair/co-chair or as a member.
• In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $162,157.00 - $259,459.00 Annual

Education: Bachelor's degree required, Master's degree preferred but must be obtained within 4 years of hire or transfer.

Experience: Minimum 7 years relevant experience in healthcare field with demonstrated achievements in leading implementing improving and maintaining patient facing programs across the continuum of care with exceptional results.

Knowledge of survey process methods and experience in managing and reporting of performance metrics is required.

Proven track record of full cycle project management--from conceptualization and design through implementation measurement and continuous improvement.

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 University of Virginia, i ncluding 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 (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.