Full-Time
Human Experience Rounder
Montage Health
Monterey Peninsula health system
Compensation Overview
$27.46 - $36.74/hr
Monterey, CA, USA
In Person
Travel between assigned Montage Health locations is required.
 Customer Experience & Support (1) |
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- At least two years of experience in healthcare, hospitality, patient experience, customer service, or another highly visible service role is preferred.
- Strong verbal, written, and interpersonal communication skills are required, including the 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 is required.
- Ability to remain visible and mobile for extended periods and travel between assigned Montage Health locations is required.
- Ability to listen with empathy, remain composed during difficult interactions, maintain appropriate boundaries, and follow established escalation procedures is required.
- Strong attention to detail, organization, dependability, and follow-through are required.
- Ability to manage multiple assignments, maintain confidentiality, and work effectively with patients, families, staff, and external partners is required.
- A high school diploma or equivalent is required.
- Conduct consistent, purposeful rounds with patients and families to assess communication, responsiveness, comfort, care coordination, and overall experience.
- Round with staff across shifts and locations to understand workplace experience, recognize effective practices, identify barriers, and elevate recurring themes affecting staff or patient experience.
- 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.
- Immediately escalate urgent clinical, safety, privacy, quality, or operational concerns according to established protocols without independently providing clinical advice or intervening in clinical care.
- Record concise, accurate rounding observations, themes, escalations, recognition, and outcomes in the designated rounding tool at the point of service.
- 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.
- Recognize staff contributions, reinforce experience standards, and share actionable themes and trends with leaders to inform patient, staff, clinical, quality, operational, and technology improvements.
- Collaborate with the Human Experience & Enterprise Delivery team to identify and respond to rounding needs informed by experience events, engagement surveys, enterprise and clinical project needs, quality improvement initiatives, operational priorities, and other organizational feedback sources.
- College coursework in healthcare, hospitality, communication, social services, or a related field is preferred.
Montage Health is a nonprofit health system serving California’s Monterey Peninsula. Its network includes Community Hospital of the Monterey Peninsula, outpatient clinics, urgent care, behavioral health, wellness, and population-health programs. The organization coordinates hospital, physician, and community services across local care settings. Montage is broader than its flagship hospital, reaching patients through physician practices, urgent access, behavioral-health programs, prevention, wellness, navigation, and community partnerships tailored to the Monterey Peninsula.
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