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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,…