Online Reputation Manager

UCHealth

264d

About The Position

The Digital Consumer Data & Reputation Manager plays a crucial role in our digital marketing team, responsible for managing our reputation management platform and ensuring the accuracy of our online public review listings. This includes overseeing information related to physicians, location buildings, and practices across various platforms like Google My Business. The role demands a proactive approach to monitoring, responding to public comments and reviews, and liaising with internal operations departments to maintain and enhance our public image. The manager will also be tasked with ensuring the accuracy and up-to-date status of all physician and location information across various channels. This responsibility involves overseeing a central data repository platform that consolidates information from multiple authoritative sources. The role demands a vigilant approach to maintaining data integrity and precision, requiring ongoing verification efforts. Additionally, the manager will play a crucial role in identifying discrepancies and spearheading the process to correct any inaccuracies, thereby ensuring our data reflects the highest standards of reliability and accuracy. The role includes the pivotal responsibility of digital signage management, owning and overseeing the strategy of digital signage channel(s) throughout our healthcare system and being a point of contact. This includes locations such as ambulatory waiting areas, hospitals, exam rooms, and/or employee break rooms.

Requirements

• Proven experience in healthcare operations, with a strong emphasis on working closely with ambulatory physician groups and healthcare locations.
• Bachelor's Degree in Communications, Marketing, Business, Informatics, or a relevant field required.
• 6 - 9 years of experience in roles requiring close collaboration with healthcare professionals, with a demonstrated ability to manage projects and initiatives that improve operational efficiency and patient satisfaction.
• Familiarity with reputation management platforms, healthcare organizational structures (especially academic medicine), and data repository systems is a plus.
• Strong analytical skills, with the ability to interpret feedback and data trends to make informed decisions.
• Excellent collaboration and follow-up abilities, with a focus on enhancing consumer experience and operational integrity.
• Commitment to continuous improvement and staying updated with industry trends in healthcare operations and patient experience.

Responsibilities

• Own and manage the reputation management platform, ensuring active monitoring and engagement with public reviews and comments.
• Develop strategies to enhance our online reputation and patient satisfaction.
• Ensure all physician and location information is accurate and current across all platforms, assisting to update through the centralized source(s) of truth.
• Regularly audit data for consistency and precision, coordinating updates as needed.
• Develop and implement strategies for reputation enhancement and consumer marketing data accuracy, aligning with broader marketing and organizational goals.
• Work closely with operations, access, marketing & communications, ambulatory, patient experience, the UC Physicians group, and IS&T departments to share insights from public feedback and ensure seamless consumer marketing data integration across systems.
• Monitor and report on reputation metrics and consumer marketing data integrity, providing insights and recommendations to senior management for continuous improvement.
• Lead the strategy, and at times the development & curation of engaging digital signage marketing & communication content across patient and employee areas.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Bachelor's degree