Online Reputation Management Analyst

About the Role

Key Responsibilities

• Use Reputation Management platform to track review sentiment, review volume, reputation score, star ratings, brand loyalty and transparency, reputation trends, track industry-related competitive insights, guide marketing initiatives and identify areas of operational improvement for facilities
• Respond to reviews in real time to enhance brand affinity of the facilities while enhancing patient experience. Provides service recovery across various platforms (primarily Google and Facebook, and other platforms where applicable) and maintains communication with key stakeholders including Risk Directors, Patient Experience teams, Marketing Directors, Business Development and Facility Leadership, Patient Advocates and Quality Managers at the hospital/facility level
• Support the Lead, Online Reputation Management to identify data correlation with the UHS Corporate Quality, Risk and Patient Experience Team and assist with monthly/quarterly reports
• Collaborate across UHS Agency to help guide larger marketing initiatives through service line sentiment analysis
• Stay current with trends, technology and best practices in social media and service recovery and identifies opportunities to apply new approaches to platforms
• Implements review requesting and consults on review solicitation best practices methods (i.e., Review Cards, Review QR codes, email and SMS text) with the goal of improving star ratings and increasing statistically significant review volume
• Work closely with social media teams on other patient communication initiatives such as Google and/or Facebook FAQs as well as crisis communications
• Work with SEO team to track review impact on search ranking

Requirements

• Bachelor's degree with 3-5 years' experience in corporate customer service or service recovery experience
• Must have strong analytical skills and accuracy in all work
• Polished writing skills and working knowledge of social media copywriting best practices
• Must possess strong time management skills; ability to handle concurrent tasks/projects; ability to learn new software quickly; a flexible and collaborative work style; ability to work independently; and works well within a fast-paced corporate environment
• Intermediate to expert skill level in Microsoft Office (Excel, Word, and PowerPoint)
• Experience with Google Drive preferred
• Experience with a reputation management platform, such as Press Ganey, Reputation, Yext, Podium or other similar platforms
• Working knowledge of Facebook, LinkedIn, YouTube, etc. for business purposes

Nice to Have

• Experience with Google Drive
• Experience with reputation management platforms such as Press Ganey, Yext, Podium, or similar
• Working knowledge of social media platforms like Facebook, LinkedIn, YouTube for business purposes

Qualifications

• Bachelor's degree
• 3-5 years' experience in corporate customer service or service recovery

Benefits & Perks

• Competitive compensation
• Excellent Medical, Dental, Vision and Prescription Drug Plan
• 401k with company match
• Growth and development opportunities within UHS and its subsidiaries