JOB DESCRIPTION

The Patient Lodging and Support Services Supervisor leads a team of specialists and helps run the day-to-day operations of both the Hospitality House and contracted hotel lodging programs. This role is responsible for ensuring patients and families traveling long distances for treatment have access to safe, comfortable accommodations, removing barriers to care while delivering a consistently outstanding guest experience.

The Supervisor sets the tone for service quality across the team, builds strong relationships with external lodging partners, and keeps operations running smoothly. Success in this role requires hands-on leadership, sound judgment, and a genuine commitment to the patients and families we serve.

Guest Services & Experience

• Set and uphold service standards that ensure every guest interaction, from initial inquiry through check-out, reflects UVA Health’s commitment to patient-centered care.
• Serve as an escalation point for guest concerns or complaints, resolving issues promptly and professionally.
• Ensure all team members are equipped to serve as knowledgeable, compassionate resources for patients and families throughout their stay.
• Monitor guest satisfaction, gather feedback, and lead service improvement efforts based on what you learn.

Leadership & Team Supervision

• Foster a team culture grounded in compassion, professionalism, and a commitment to exceptional guest service.
• Directly supervise Patient Lodging and Support Services Specialists, providing day-to-day direction, coaching, and performance feedback.
• Onboard and train new team members; develop and maintain training materials and standard operating procedures.
• Manage staff scheduling to ensure adequate coverage across all programs and operating hours.
• Identify staff development needs and work with Manager to create opportunities for growth and learning.

Lodging Operations

• Oversee daily operations of the Hospitality House, ensuring a safe, clean, and welcoming environment for all guests.
• Supervise room assignment and availability in coordination with housekeeping and maintenance partners.
• Ensure accurate documentation of reservations, guest records, payments, and financial transactions.

Program Administration & External Partnerships

• Working with the Manager, help oversee relationships with contracted hotel partners, holding vendors to service standards and negotiating on behalf of patients when needed.
• Collaborate with social workers, care teams, and hospital departments to coordinate patient lodging referrals and placements.
• Identify opportunities to expand, improve, or streamline lodging programs in support of patient access.

Administrative Oversight

• Ensure all program activities comply with UVA Health policies, privacy requirements, and applicable regulations.

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent

Experience: 2 years relevant experience. Demonstrated leadership in Patient and Guest Services preferred.

Licensure: Virginia Driver's License (VADL) required.

PHYSICAL DEMANDS

Job requirements: None required. Proficient communicative, auditory and visual skills; Attention to detail and ability to write legibly; Ability to lift/push/pull less than 20lbs. May be exposed to chemicals, blood/body fluids and infectious disease.

The pay range for this role is $22.39 - $44.79 hourly. 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.