What are the responsibilities and job description for the Digital Reputation Specialist position at Ardent Corporate?
Overview
Ardent Health Services (AHS) is a national health care services company headquartered in Nashville, TN. Through its subsidiaries, Ardent owns and operates nearly 200 sites of care. Our subsidiaries own and operate hospitals and multispecialty physician practices in six states. Ardent includes 30 hospitals, 4,423 patient beds, 23,000 employees, and 1,700 employed physicians. Within the industry, we are noted for recognizing that every hospital is as unique as the community it serves. This in-depth understanding of how health care works at the local level is one of our great strengths.
POSITION SUMMARY
The Digital Reputation Specialist supports the management of Ardent's online perception and customer service, serving as the primary contact for Ardent's online communities on social media and review websites. Providing exceptional customer service delivered with a compassionate approach to answer questions and address concerns is an extension of Ardent's purpose of caring for others.
This role supports the connection between patients and candidates sharing feedback with our hospital and clinic leadership teams, while providing timely customer service. The Digital Reputation Specialist utilizes social listening and management tools to monitor and engage in online conversations. The Digital Reputation Specialist reports to the Digital Reputation Manager
Responsibilities
- Monitor and respond to Ardent's online communities on social media and review sites during business hours Monday through Friday and assists with periodic weekend coverage
- Manage all in-coming messages and reviews to appropriately prioritize response needs and communications with hospital and clinic leadership
- Facilitate service recovery by establishing a direct line of communication between the audience and identified hospital and clinic leaders
- Incorporate genuine and compassionate engagement with online audiences as the voice for Ardent's hospitals, clinics and providers in a timely manner
- Assist in the analysis of audience and conversation trends to support strategic content creation
- Maintain a professional and positive demeanor when engaging with online communities and internal clients when addressing concerns and complaints
Qualifications
Education & Experience :
Knowledge, Skills & Abilities :
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