Director of Experience and Engagement

Saint Francis Healthcare System•Cape Girardeau, MO

19h

About The Position

The Director of Experience and Engagement designs and leads a system-wide strategy connecting the experiences of patients, families, guests, colleagues, volunteers, and providers. The role establishes the operating system for service excellence and colleague engagement to support consistent delivery of Respect, Quality and Compassion in Every Interaction. The Director turns 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 role partners with clinical operations, Human Resources, Quality, Marketing, Learning and Development, Medical Staff leadership, and support services to drive measurable improvement in patient satisfaction, colleague engagement, retention, responsiveness, and service recovery.

Requirements

Bachelor's degree in healthcare, business, or a related field.
Minimum five years of progressive healthcare management or equivalent experience, with demonstrated leadership skills, including quality improvement, financial acumen, data analysis, and customer relations experience or skills.
Working knowledge of patient satisfaction survey structure, data, and related performance improvement initiatives.
Excellent customer service, conflict resolution, verbal and written communication, organizational communication, critical thinking, and data analysis and interpretation skills.
Ability to work with minimal supervision, coach employees at all levels, and provide staff training.
Certified Patient Experience Professional (CPXP) certification obtained within two years of hire.

Nice To Haves

Master's degree in business or healthcare administration is strongly preferred.

Responsibilities

Design and lead an integrated, system-wide experience and engagement strategy.
Build the operating system for service excellence and colleague engagement.
Translate listening data into action.
Develop leaders and frontline teams.
Strengthen recognition and belonging.
Oversee guest-facing services and remove friction across the human journey.
Partner with clinical operations, Human Resources, Quality, Marketing, Learning and Development, Medical Staff leadership, and support services.
Drive measurable improvement in patient satisfaction, colleague engagement, retention, responsiveness, and service recovery.

Benefits

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