Director, Guest & Transportation Support Services

State of Virginia•Charlottesville, VA

73d

About The Position

The Director of Guest and Transportation Services is a senior leader within the Hospitality and Support Services team, responsible for creating a welcoming, safe, and supportive environment for every patient, family member, visitor, and team member at UVA Health Medical Center. This role oversees key services that shape first impressions and ensure access and comfort, including the Welcome Team, Language Services, Parking and Transportation, Fleet Management, Patient and Equipment Transport, Valet and Garage Operations, Shuttle Services, and Patient Lodging. The Director is accountable for operational excellence, financial stewardship, and service delivery across these functions, while fostering a culture of compassion, efficiency, and continuous improvement. Partnering closely with clinical and operational leaders, this role drives initiatives that enhance patient flow, remove barriers, and elevate the overall patient and visitor experience. Additional duties include:

Requirements

Bachelor's degree required. Master's degree preferred but must be obtained within 4 years of hire or transfer.
8 years relevant experience in healthcare field with demonstrated achievements in leading teams that deliver exceptional results required.
Knowledge of survey process methods and experience in managing and reporting of performance metrics is required.
Proven track record of project management.

Nice To Haves

Master's degree preferred but must be obtained within 4 years of hire or transfer.

Responsibilities

Develop and implement strategic plans for Guest and Transportation Services in alignment with UVA Health's mission, vision, and values.
Provide visionary leadership that ensures compassionate, patient- and family-centered service across all areas.
Partner with clinical and operational leaders to enhance flow, remove barriers, and improve the overall patient and visitor experience.
Lead, mentor, and develop a diverse team across multiple service lines, fostering a collaborative and inclusive environment.
Model effective communication, collaboration, and accountability, while coaching team members for growth and success.
Promote a culture of service excellence, compassion, and continuous improvement.
Direct initiatives to measure and enhance the patient, visitor, and team member experience, including oversight of surveys, feedback, and patient satisfaction metrics.
Oversee Welcome/Front Door services, Language Services, Patient and Equipment Transport, and Patient Lodging, ensuring consistency and excellence in service delivery.
Manage valet and garage operations, as well as parking and commuter transportation strategies in collaboration with university partners.
Oversee day-to-day operations for transportation, fleet management, and contracted services to ensure safety, reliability, and efficiency.
Develop and manage budgets, ensuring effective resource allocation and financial sustainability.
Evaluate, negotiate, and monitor vendor contracts (e.g., valet, lodging, and transportation) for performance, compliance, and cost-effectiveness.
Ensure compliance with all regulatory and accreditation standards, including Joint Commission requirements.
Lead and participate in quality and performance improvement initiatives using lean methodologies.
Maintain high standards of safety, efficiency, and customer service across all areas of responsibility.
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.