Reputation Specialist

Reputation Specialist

Apply to support the monitoring, analysis, and management of Emory Healthcare's online reputation across social media platforms and third‑party review sites. This role is critical for understanding voice‑of‑the‑customer feedback and translating insights into actions that maintain and enhance brand reputation.

Atlanta, GA (hybrid – splits time between remote and office).

• Reputation Management & Community Engagement
  • 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.

• 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.

• 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.

• 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.

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 a reasonable accommodation, please contact Emory Healthcare’s Human Resources at careers.