Director of Experience and Engagement

St. Francis Medical Center • Cape Girardeau, MO

2d

About The Position

The Director of Experience and Engagement designs and leads an integrated, system-wide strategy connecting the experiences of patients, families, guests, colleagues, volunteers, and providers. The Director builds the operating system for service excellence and colleague engagement so Saint Francis Healthcare System consistently delivers respect, quality, and compassion in every interaction.

The 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 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.
• Certified Patient Experience Professional (CPXP) certification obtained within two years of hire.
• At least 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, ability to work with minimal supervision, coaching employees at all levels, staff training, and data analysis and interpretation skills.

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.
• Remove friction across the human journey.
• Partner with clinical operations, Human Resources, Quality, Marketing, Learning and Development, Medical Staff leadership, and support services to improve patient satisfaction, colleague engagement, retention, responsiveness, and service recovery.

Benefits

• Comprehensive and affordable medical, prescription, dental, and vision coverage, available the first of the month after hire.
• Saint Francis Medical Services discount.
• Earned Time Off (ETO) based on relevant years of work history, combining vacation, sick, holiday, and personal days.
• Retirement benefits with immediate matching.
• Education assistance up to $5,000 per calendar year for colleagues with 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director