Current Saint Francis Colleagues - Please click HERE to login and apply.JOB SUMMARYThe 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 REQUIREMENTSEducation:
- 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 INFORMATIONTotal RewardsOur 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/.
