Marketing Specialist - Reputation

Overview
Looking to be part of something more meaningful? At HonorHealth, you'll be part of a team, creating a multi-dimensional care experience for our patients. You'll have opportunities to make a difference. From our Ambassador Movement to our robust training and development programs, you can select where and how you want to make an impact.
HonorHealth offers a diverse benefits portfolio for our full-time and part-time team members designed to help you and your family live your best lives. Visit honorhealth.com/benefits to learn more.
Join us. Let's go beyond expectations and transform healthcare together.
HonorHealth is one of Arizona's largest nonprofit healthcare systems, serving a population of five million people in the greater Phoenix metropolitan area. The comprehensive network encompasses six acute-care hospitals, an extensive medical group with primary, specialty and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, a foundation, an accountable care organization, community services and more. With nearly 14,000 team members, 3,700 affiliated providers and hundreds of volunteers dedicated to providing high quality care, HonorHealth strives to go beyond the expectations of a traditional healthcare system to improve the health and well-being of communities across Arizona. Learn more at HonorHealth.com.
Responsibilities
Job Summary
The primary function of this position is to monitor and execute the online reputation strategy for HonorHealth facilities and aligned providers. Works under the direction of marketing leadership and is responsible for ensuring our digital communities grow and prosper in alignment with the defined organizational objectives. This position will have oversight responsibility for ensuring accuracy of data shared on third party directories and managing the organization's online reputation. This role will work directly with HonorHealth physicians, practice managers and facility leaders to claim, monitor, update, post and coordinate digital content. Serves as a trusted expert to continually monitor and notify the appropriate person(s) of reputation building or service recovery opportunities, evaluation of trends and effectiveness, and adjustments to strategy as needed. Serves as an online reputation content resource for the marketing team and other business stakeholders. Performs small to medium projects and implements at the direction of marketing leadership.

• Review Monitoring and Moderation:
  Monitors online ratings and review sites to ensure content is appropriate and that customer service issues are resolved and HonorHealth's brand is being supported.
  Creates and posts responses to reviews or messages that engage with and promote a positive brand image to the community.
  Monitors and identifies influencers and/or adversaries and makes recommendations of opportunities for online engagement.
  Provides timely reporting of findings for troubleshooting negative online physician and facility reviews and brings them to the attention of marketing leadership for proactive resolution. Responsible to proactively coordinate digital customer care.
  Continually monitors trends in results from searching internet sites related to providers and services. Identifies threats and opportunities in user-generated content and reports notable activity to marketing leadership.
  Monitors and reports search results that provide support and advocacy to targeted patient groups, physicians and appropriate departments. Is an advocate for HonorHealth by engaging in dialogues and answering questions where appropriate.
  
• Listings and Content Management:
  Responsible for maintaining and updating physician and facility listing information across the network as a source of truth for consumers, including Google, Apple Maps, and others.
  Works with marketing team and service line leaders to recommend and execute new opportunities to promote accurate physician and facility information.
  Collaborates with the marketing team to collect information and ensure clear understanding of assigned tasks and brings them to timely completion. Identifies, develops and coordinates online review activity for HonorHealth in all channels including:
  Posting relevant content to reach our target markets.
  Monitoring, listening and responding to users as directed.
  Conducting online advocacy and open stream for cross-promotions.
  Creating monthly written report on activities.
  Consults with marketing team members regularly as the primary point of contact. Works closely with all staff levels within the team to implement and manage online reputation initiatives.
  Adapts new technologies and platforms with the changing environment.
  
• Proactive Reputation Building:
  Works with internal partners to find and implement new ways to proactively build HonorHealth's reputation and brand.
  
• Measurement & Integrations:
  Works with marketing and IT teams to build integrations between reputation, listings, website and other digital marketing tools.
  Monitors trends and makes recommendations of online reputation tools, applications, design and benchmark competitive and industry best practices.
  Develops the measurement benchmarks and reports to marketing team, and other leaders, about HonorHealth's reputation, both internally and externally.

Qualifications
Education
Bachelor's Degree in Marketing, Communications, or related discipline. Required
Experience
1 year Digital marketing experience. Required
1 year Experience working with reputation management software tools. Required