Director of Experience and Engagement

St. Francis Medical Center; Cape Girardeau (MO); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Education assistance up to $5,000/year

Employee Assistance Program

Flexible Spending Accounts

Job summary

Saint Francis Healthcare System seeks a Director of Experience & Engagement to design and lead a system‑wide strategy that connects patient, family, guest, colleague, and provider experiences. You will build an operating system for service excellence and engagement, driving improvements in satisfaction and retention.

The role translates listening data into actions, develops leaders, strengthens recognition, and partners across departments to remove friction in the patient journey.

Qualifications

• Bachelor’s degree required in healthcare, business, or related field.
• Master’s degree strongly preferred in business or healthcare administration.
• CPXP certification within 2 years of hire required.

Responsibilities

• Design and lead system‑wide strategy for experience and engagement.
• Translate listening data into action and develop leaders and frontline teams.
• Partner with clinical operations, HR, Quality, Marketing, and others to improve satisfaction and engagement.

Skills

Customer service

Conflict resolution

Verbal communication

Written communication

Organizational skills

Critical thinking

Data analysis

Coaching

Staff training

Education

Bachelor’s degree in healthcare, business, or related field

Master’s degree in business or healthcare administration

Job description

JOB SUMMARY

The Director of Experience & Engagement designs and leads an integrated, system-wide strategy that connects the experiences of patients, families, guests, colleagues, volunteers and providers. The Director builds the operating system for service excellence and colleague engagement so that Saint Francis Healthcare System consistently delivers Respect, Quality and Compassion in Every Interaction.
This role translates listening data into action, develops leaders and frontline teams, strengthens recognition and belonging, oversees guest-facing services, and removes friction across the human journey. The Director partners across clinical operations, Human Resources, Quality, Marketing, Learning and Development, Medical Staff leadership and support services to create measurable improvement in patient satisfaction, colleague engagement, retention, responsiveness and service recovery.

JOB DETAILS AND REQUIREMENTS

Education:

• Bachelor’s degree in healthcare, business, or related field- required
• Master’s degree in business or healthcare administration- strongly preferred

License/Certification:

• Certified Patient Experience Professional (CPXP) obtained within 2 years of hire- required

Experience:

• Minimum five (5) years of progressive healthcare management or equivalent experience with demonstrated leadership skills, including quality improvement, financial acumen, data analysis and customer relations experience/skills- required
• Must have working knowledge of patient satisfaction survey’s structure, data and related performance improvement initiatives.
• Must possess excellent skills in the following areas: Customer service, Conflict resolution, Verbal, written and organizational communication, Critical thinking, Ability to work with minimal supervision, Coaching all levels of employees, Staff training, Data analysis and interpretation.

ADDITIONAL INFORMATION

Why Work at Saint Francis?

Saint Francis Healthcare System began in 1875 when three courageous Franciscan Sisters answered a call to care for those in need. What started as a 12‑bed hospital has grown into the region’s leading healthcare system—recognized nationally for exceptional quality, safety, and patient experience.

Today, Saint Francis serves more than 715,000 people across five states. With a 306‑bed Medical Center, nearly 3,000 team members, and over 300 providers, Saint Francis is not only the largest healthcare system between St. Louis and Memphis—it’s a powerful economic anchor for the communities it serves.

You’ll find more than 50 specialties, the region’s only Level III Emergency and Trauma Center, and southeast Missouri’s first Level III NICU. The system’s employed physician group, Saint Francis Medical Partners, supports more than 40 outreach clinics and 70% of the area’s primary care providers.

A Mission That Matters

At Saint Francis, you’re not just doing a job - you’re part of a Catholic healing ministry rooted in compassion, dignity, and service. Every action is inspired by a commitment to honor human life and care for every person who walks through the doors.

Mission

To provide a ministry of healing, wellness, quality, and love inspired by our faith in Jesus Christ.

Vision

To be a leading Catholic healthcare system that celebrates and protects the gift of life by providing exceptional patient outcomes in quality, safety, access and value.

Values You Can Feel Every Day

• Integrity: Doing what’s right, even when no one is watching
• Stewardship: Managing resources wisely for the future
• Faith: Believing in a purpose greater than ourselves
• Hope: Lifting up those who feel discouraged
• Joy: Serving others with a grateful, happy heart
• Compassion: Seeing others through Christ’s eyes
• Excellence: Always striving to be the best
• Dignity: Respecting human life from beginning to end

If You’re Looking to Make a True Impact…

Saint Francis offers a workplace where your work has purpose, your team feels like family, and your contributions support a mission that has been changing lives for more than 150 years.

Total Rewards

Our most important asset is our colleagues. That’s why Saint Francis Healthcare System offers a comprehensive benefits program to meet all your needs. Colleagues working at least 24 hours per week will have access to our Total Rewards package as outlined below.

• Comprehensive and affordable health coverage including medical, prescription, dental and vision - available on the first of the month after hire date
• Saint Francis Medical Services Discount
• Earned Time Off (ETO) based on relevant years of work history. ETO combines vacation, sick, holidays, and personal days into one balance to allow for flexibility
• Retirement benefits including SFHS immediate matching
• Education Assistance benefits up to $5,000 per calendar year for one year of service after graduation
• Other benefits including: Benefit Support through Health Advocate, Employee Assistance Program, Flexible Spending Accounts, Identity Theft Protection, Pet Insurance, Earned Wage Access

To learn more about our Total Rewards package and eligibility, visit www.sfmc.net/careers/benefits/.

Saint Francis Healthcare System provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics. In addition to federal law requirements, Saint Francis Healthcare System complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

In compliance with the ADA Amendments Act (ADAAA) should you have a disability and would like to request an accommodation in order to apply for a currently open position with Saint Francis Healthcare System, please call 573-331-5152 or email us at [e-mail].