Human Experience Rounder - Human Experience & Enterprise Delivery

Job description

Welcome to Montage Health’s application process! Job Description: Position Summary The Hx Rounder reports to the Director of Human Experience & Enterprise Delivery and conducts proactive, in-person patient and staff rounding across Montage Health locations. This highly visible, field-based role builds relationships, gathers real-time feedback, identifies needs and barriers, supports immediate service recovery, and escalates safety, quality, operational, or experience concerns to the appropriate leader. The Hx Rounder collaborates with the Human Experience & Enterprise Delivery team to align rounding priorities with organizational needs and emerging experience trends. Responsibilities • Patient and Family Rounding: Conduct consistent, purposeful rounds with patients and families to assess communication, responsiveness, comfort, care coordination, and overall experience. • Staff Rounding: Round with staff across shifts and locations to understand workplace experience, recognize effective practices, identify barriers, and elevate recurring themes that affect staff or patient experience. • Real-Time Service Recovery: Address experience concerns within the scope of the role, coordinate timely support from the appropriate leader or department, and remain engaged until a clear handoff or resolution pathway is established. • Escalation and Safety Awareness: Immediately escalate urgent clinical, safety, privacy, quality, or operational concerns according to established protocols without independently providing clinical advice or intervening in clinical care. • Rounding Documentation: Record concise, accurate rounding observations, themes, escalations, recognition, and outcomes in the designated rounding tool at the point of service. Documentation is limited to information necessary to support rounding follow-through and improvement. • Closed-Loop Follow-Through: Revisit patients, families, or staff when appropriate, confirm that concerns were received by the responsible party, and communicate unresolved issues to Human Experience or operational leadership. • Recognition and Experience Improvement: Recognize staff contributions, reinforce experience standards, and share actionable themes and trends with leaders to inform patient, staff, clinical, quality, operational, and technology improvements. • Rounding Prioritization and Collaboration: Collaborate with the Human Experience & Enterprise Delivery team to identify and respond to rounding needs informed by trends from Hx Portal experience events; patient, provider, and staff engagement surveys; enterprise and clinical project needs; quality improvement initiatives; operational priorities; and other organizational feedback sources. Experience and Qualifications Two years or more of experience in healthcare, hospitality, patient experience, customer service, or another highly visible service role is preferred. Strong verbal, written, and interpersonal communication skills. Ability to communicate clearly and professionally by phone, email, and in person. Comfort using a mobile device or designated rounding application to document brief observations and escalations in real time. Ability to remain visible and mobile for extended periods and travel between assigned Montage Health locations as required. Ability to listen with empathy, remain composed during difficult interactions, maintain appropriate boundaries, and follow established escalation procedures. Strong attention to detail, organization, dependability, and follow-through. Ability to manage multiple assignments, maintain confidentiality, and work effectively with patients, families, staff, and external partners. Education High school diploma or equivalent is required. College coursework in healthcare, hospitality, communication, social services, or a related field is preferred. Equal Opportunity Employer #LI-AC1 Assigned Work Hours: Full time Position Type: Regular Pay Range (based on years of applicable experience): $27.46 to $36.74 The hours employees work determine when a shift differential is paid. Hourly Evening Shift Differential: $2.03 Hourly Night Shift Differential: $3.05