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Job Description:
The Online Reputation Manager will be responsible for the execution of enterprise strategic and creative social communication for all Baptist Health entities via brand and social platforms. The Online Reputation Manager will build and maintain a strategy for monitoring and managing feedback on all social media channels, online directory and review sites, and search engine business sites. This strategy will encompass ongoing management of a response matrix, managing triage of issues and trafficking issues to appropriate staff and leadership, tracking resolution, and compiling data into actionable data points that can be used to improve patient experience throughout the system.
The Online Reputation Manager will be responsible for the execution of enterprise strategic and creative social communication for all Baptist Health entities via brand and social platforms. The Online Reputation Manager will build and maintain a strategy for monitoring and managing feedback on all social media channels, online directory and review sites, and search engine business sites. This strategy will encompass ongoing management of a response matrix, managing triage of issues and trafficking issues to appropriate staff and leadership, tracking resolution, and compiling data into actionable data points that can be used to improve patient experience throughout the system.
- Responsible for reviewing customer feedback across all relevant social media and review websites for our multiple locations and entities including management of posted reviews/complaints and ensuring all reviews are responded to in a timely manner.
- Build and maintain a strategy for monitoring and managing feedback on all social media channels, online directory and review sites, and search engine business sites.
- Build and maintain a strategy for encouraging reviews at appropriate touchpoints utilizing approved communications, iot enabled devices, and community engagement.
- Monitor and respond to social reviews and engagement.
- Maintain listings on search engines, online directories, and ratings/review sites.
- Facilitate and monitor online company and physician reviews and endorsements.
- Coordinate internal and external provider and quality ratings for public dissemination in an easily consumed and understood manner.
- Track, analyze, and report online reputation results.
- Identify and provide insight for trends, questions, opportunities, and escalate issues to appropriate teams.
- Ensure proper communication within brand voice requirements in reporting to system leadership, including CEO, COO, CNO, and facility leadership, including hospital Presidents, COOs, and service line leadership.
- Identify opportunities to optimize online reputation on key platforms such as Google, Yelp, Facebook, Healthgrades, etc.
- Manage and solicit reviews.
- Prepare clear, concise and professionally written public responses to customer feedback left on social media and review websites.
- Monitoring and adjusting to industry trends, changes within the social media landscape, reviewing and reporting on effectiveness of social media tactics and campaigns with social listening tools.
5+ y ears m a n a g ing s o cial m e dia c h a n nels an d d e v elo p ing s o c i al m e dia cont e nt f o r h e alth c are cons u m er a udi e nces
5 + y ears m a na g ing s o cial m e dia stra t e g y f or heal t hcare c ons u m er audi e nces
3+ y ears e x per i ence in o nl i ne rep u t a ti o n m a n a g e m e nt.
3+ y ears e x per i ence u t i l i z ing s o cial listening tools
3+ y ears e x per i ence w ith met h ods t o m oni t or, m e asure, a n d e nh a n c e o nl i n e reput a tion f o r h ealth c a re c o ns u m er a u die n c e s
3+ y ears e x per i ence w ith monitor i ng a nd re s p onding to o nl i n e c omm ents and re v ie w s f r o m h eal t hcare c o ns u m er audi e nces
5+ y ears e x per i ence w ith s o cial m e dia pl at f o r m a nal y tics, social m e dia m a n a g e m ent pla t f o rm s , G o o g le A nal y tics, a n d v a r i ous d i g ital m e tr i cs to re f i n e a nd opt i m i z e c o nt e n t to s u p port busi ne ss o bjecti v es
Se l f – m o ti v at e d a nd t a k es initiati v e.
On – site a nd o f f – site se arch en g ine o p ti m i z ation k n o w le d g e
Pr o f ic i ent in G o o g le A n al y tics
Un d erst a nding o f soci a l m ed i a a nd w eb b eh a v ior f or h e althca r e c o n su m er audi e nces
If you would like to be part of a growing family focused on supporting clinical excellence, teamwork and innovation, we urge you to apply now!
Employees will be expected to comply with Baptist Health’s infectious disease and vaccination policies, which include but may not be limited to compliance with BHS’ mandatory vaccination policies for influenza and COVID unless reasonable accommodations are needed under applicable law
Baptist Health is an Equal Employment Opportunity employer.
