The Reputation Manager at Emory Healthcare is an important part of understanding voice-of-the-customer feedback received in online reviews and social media channels to provide actionable insights and maintain or improve Emory Healthcares brand reputation. As consumers spend more time on social media and other online channels, their expectations for dialogue with brands and responsiveness to their questions and concerns is critical. As part of the content marketing team, this role will work with social media content creators, agency partners and colleagues in a variety of patient-facing roles across Emory Healthcare. Because this role may regularly encounter identifying patient information, this role requires significant discretion, diplomacy and discernment. This is a hybrid role, with some in-office days required and occasional travel to Emory Healthcare locations for meetings or collaboration needs.

RESPONSIBILITIES: 

• Serve as primary liaison for triage and escalation of response processes and strategy for social media community management and online reviews with leaders in Patient Experience, Access, Billing, Risk, Legal, People, Media Relations, Internal Communications and Marketing teams.
• Develop recommendation for and execute a strategy for managing third-party reviews, both positive and negative.
• Manage relationships and project work with vendors for online feedback reporting and day-to-day social media monitoring and/or crisis management; ensure all social media engagements are HIPAA compliant.
• Collaborate with leaders at Emory Healthcare and agency partners to create and maintain responses and messaging that aligns with Emorys policies and patient care priorities.
• Onboard new social channel managers and orient them to best practices and internal processes; evaluate requests for new social accounts with Corporate Director, Content Marketing.
• Provide regular analytics related to weekly insights, patient feedback trends, sentiment analysis and crisis escalation from online reviews and social media to internal service line partners, social media team members and other leaders.
• Lead positive engagement strategy and community management on social media channels; establish and serve as the voice of Emory Healthcare.
• Organize and/or lead meetings with cross-functional teams.
• Evaluate and maintain tools for reviews and social media community manage; explore automation and AI opportunities for efficiency.
• Assist in social media publishing, strategy and/or content development as identified
• Stay abreast of the constantly changing landscape of social media outlets and behaviors, identifying new outlets for Emory to adopt or be aware of.
• Collaborate with internal partners to develop and begin implementing an employee advocacy strategy to amplify and engage with social content.

PREFERRED QUALIFICATIONS:

• Experience developing listening and reputation management strategies for a corporation - Proficiency with social listening and reputation management tools.
• Brandwatch experience preferred
• Public relations or crisis experience a plus
• Health care experience highly preferred

MINIMUM QUALIFICATIONS:

• 5+ years working in a social media, public relations or digital marketing role with demonstrated experience managing multiple social media accounts and consumer complaints and inquiries.
• Knowledge of/experience in digital marketing, SEO and content development.
• Demonstrated understanding of best practices for social media content moderation.
• Demonstrated ability to collaborate with diverse stakeholders across a large organization.
• Ability to draw insights from analytics and make strategic recommendations.
• Exceptional oral and written communication skills.
• Presentation and reporting skills.