Reputation Specialist

Emory Healthcare•Tucker, GA

10d•Hybrid

About The Position

We are seeking a Reputation Specialist to support the monitoring, analysis, and management of Emory Healthcare's online reputation across social media platforms and third-party review sites This role plays a critical part in understanding voice-of-the-customer feedback and translating insights into actions that maintain and enhance brand reputation. As part of the Performance Marketing team, the Reputation Specialist will collaborate with internal stakeholders, agency partners, and patient-facing teams to ensure timely, compliant, and empathetic engagement. Due to regular exposure to sensitive patient information, this role requires a high level of discretion, diplomacy, and discernment.

Requirements

Education - Bachelor's degree in marketing, communications, business, or related professional experience in lieu of degree
Experience - Minimum of 5 years of experience in social media, public relations, or digital marketing, including managing multiple social media accounts and consumer inquiries or complaints
Demonstrated understanding of best practices for social media content, community moderation, and online reputation management
Experience collaborating with diverse stakeholders across large, complex organizations
Ability to draw insights from analytics and make strategic recommendations
Knowledge of digital marketing, SEO, and content development principles
Exceptional written and verbal communication skills
Strong presentation and reporting skills
High degree of discretion and professionalism when handling sensitive or identifying information

Nice To Haves

Education - Master's degree in marketing, communications, business, or related professional experience in lieu of degree
Experience - Experience developing listening and reputation management strategies for enterprise organizations
Proficiency with social listening and reputation management tools
Experience with Brandwatch and Press Ganey platforms
Public relations or crisis communications experience
Prior experience within healthcare or other highly regulated industries

Responsibilities

Reputation Management & Community Engagement: Serve as the primary liaison for triage, escalation, and response strategies related to social media community management and third-party online reviews
Collaborate with leaders across Patient Experience, Access, Billing, Risk, Legal, People, Media Relations, Internal Communications, and Marketing to manage response workflows and escalation protocols
Ensure all social media engagements and review responses are HIPAA compliant and aligned with organizational policies
Vendor & Platform Management: Manage vendor relationships and project work related to online feedback reporting, social media monitoring, and crisis management support
Evaluate, maintain, and optimize tools used for reviews and social media community management
Explore automation and AI opportunities to improve efficiency and responsiveness
Messaging, Workflows & Governance: Partner with internal leaders and agency partners to develop and maintain approved response messaging, workflows, and escalation processes aligned with patient care priorities
Support consistency and compliance in reputation management practices across the enterprise
Review & Listings Management: Implement and oversee a review solicitation program across the health system
Manage and optimize local search listings for Emory Healthcare locations and providers, including platforms such as Google My Business
Analytics & Insights Reporting: Provide regular reporting and insights, including weekly summaries, patient feedback trends, sentiment analysis, and crisis escalation reporting
Deliver actionable insights to service line partners, social media team members, and organizational leadership
Social Media Strategy Support: Assist with social media publishing, strategy, and content development as identified
Stay current on emerging social media platforms, trends, and consumer behaviors to inform proactive reputation strategies
Employee Advocacy & Engagement: Collaborate with internal partners to develop and support implementation of an employee advocacy strategy to amplify and engage with social content
Additional Duties as Assigned