Reputation Specialist

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits valuable resources ongoing mentorshipand leadership programs for all types of jobs and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship development and leadership programs
• And more

Work Location: Atlanta GA

We are seeking a Reputation Specialist to support the monitoring analysis and management of Emory Healthcares 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.

• 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
• Travel: Occasional Travel to Emory Healthcare Locations
• Work Type: Hybrid employee - splits time between working remotely and working in the office

MINIMUM REQUIRED QUALIFICATIONS:

• Education - Bachelors 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

Knowledge skills and abilities (required):

• 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

Preferred Qualifications:

• Education - Masters degree in marketing communications business or related professional experience in lieu of degree
• Experience - Experience developing listening and reputation management strategies for enterprise organizations

Knowledge skills and ability requirements (preferred):

• 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

JOIN OUR TEAM TODAY! Emory Healthcare (EHC) part of Emory University (EUV) is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet designated ambulatory practice. We are made up of 11 hospitals-4 Magnet designated the Emory Clinic and more than 425 provider locations. The Emory Healthcare Network established in 2011 is the largest clinically integrated network in Georgia with more than 3450 physicians concentrating in 70 different subspecialties.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.