Director of Experience and Engagement

sfmc; Cape Girardeau (MO); Sur place; USD 120 000 - 190 000; Plein temps

Avantages offerts par ce poste

Health coverage

Retirement benefits

Education Assistance

Earned Time Off (ETO)

Résumé du poste

Saint Francis Healthcare System is seeking a Director of Experience & Engagement to design and lead an integrated strategy that connects patients, families, guests, colleagues, volunteers and providers. You will build the operating system for service excellence and engagement, translating listening data into action and developing leaders across teams.

You will partner with clinical operations, HR, Quality, Marketing, Learning and Development, Medical Staff leadership and support services to

Qualifications

• Bachelor's degree in healthcare, business, or related field required.
• Master's degree in business or healthcare administration strongly preferred.
• Certified Patient Experience Professional (CPXP) obtained within 2 years of hire required.

Responsabilités

• Translate listening data into action to improve patient and colleague experience.
• Develop leaders and frontline teams to strengthen recognition and belonging.
• Oversee guest-facing services and remove friction across the patient journey.
• Partner across clinical operations, Human Resources, Quality, Marketing, Learning and Development, Medical Staff leadership and support services to drive measurable improvements in patient satisfaction and engagement.

Connaissances

Customer service

Conflict resolution

Verbal communication

Written communication

Organizational communication

Critical thinking

Coaching

Staff training

Data analysis

Formation

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

Master's degree in business or healthcare administration

Description du poste

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

• 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 Advoc