Brand Reputation Strategist

About the Role

Key Responsibilities

• Monitor, analyze, and respond to patient reviews across platforms (Google, Healthgrades, Yelp, etc.) for all JV-branded locations.
• Identify trends and flag opportunities or concerns to operations and clinical leadership teams.
• Collaborate with internal departments to address patient concerns and close the feedback loop.
• Maintain a clear escalation protocol and ensure timely follow-up on sensitive issues while adhering to HIPAA guidelines.
• Produce regular reports on review sentiment, social engagement, and reputation trends.
• Recommend proactive strategies to enhance patient satisfaction, public sentiment, and brand loyalty.
• Participate in regular brand/marketing strategy meetings and contribute insights.

Requirements

• 3-5 years of experience in online reputation management, customer service management, or digital engagement—healthcare experience strongly preferred but not required.
• Deep understanding of review ecosystems.
• Exceptional writing and communication skills; can craft empathetic and professional responses to a variety of audiences.
• Familiarity with HIPAA and patient privacy standards preferred but not required.
• Experience with tools like Hootsuite, Sprout Social, Birdeye, Podium, or similar.
• Ability to juggle multiple brand voices and calendars with precision and empathy.
• Strong analytical mindset; able to derive insights from data and present them clearly.
• Collaborative, resourceful, and always looking to elevate the brand experience.

Nice to Have

• Experience with healthcare or patient-related communication.

Qualifications

• High School diploma or GED required.
• Associates degree or higher in Marketing or related field preferred.