Reputation Management Support Associate

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Reputation Management Support Associate uses multiple software applications to monitor, review and respond to complaints, compliments, commentary, concerns via phone, email, chat, Facebook messenger, Social Media, Reputation Management platform, Sprout Social for brand reputation protection/promotion, providing detailed documentation and identifying opportunities for first contact resolution and service recovery. Daily monitors social media posts. Updates and maintains website Find a Doctor/Find a Location (FaD/FaL) applications as well as network Active Data Calendar (ADC). JOB DUTIES AND RESPONSIBILITIES: Daily monitors, responds to multiple SLUHN communication channels including but not limited to email, chat, social media, sprout social, Facebook messenger providing answers, direction, conflict resolution and related follow up preparing succinct documentation summaries per designated protocol. Reputation, Listing Management Transparency - Monitor third party (Google, Rate MD, HealthGrades) reviews, positive and negative related to SLUHN experience providing immediate follow up and service recovery per department protocol. Transparency- Analyzes survey data prior to posting on provider web profiles Find a Doc/Find a Location- (FaD/FaL) daily handle technical revisions, changes updates as assigned. Active Data Calendar – (ADC) Daily technical access and maintenance to update multiple events. Complaint, grievance, compliment, crisis contacts (social media and non-social media) review and follow up Collaborate with marketing colleagues to promote/support the brand reputation including assigned market research, call survey and email marketing projects using specific technical applications. Immediately documents/alerts Web Support and Marketing Team of any potential web site snafus and/or revisions. Keeps Senior RSA, Manager, Administrator and co-workers informed of social media alerts, changes in physician office information and/or services throughout the organization to keep current, accurate records. Maintains and upgrades skills through continual training; remain up-to-date on appropriate computer and web technology to increase access to health-related resources; maintains and upgrade skills as software enhancements dictate. Supports the organization’s growth efforts by being knowledgeable about new medical staff, services, facilities, technology, web applications and communicating information as appropriate during transactions. Maintains and upgrades skills through continual training; remain up-to-date on appropriate computer and web technology to increase access to health-related resources; maintains and upgrade skills as software enhancements dictate. Supports the organization’s growth efforts by being knowledgeable about new medical staff, services, facilities, technology, web applications and communicating information as appropriate during transactions. Maintains and upgrades skills through continual training; remain up-to-date on appropriate computer and web technology to increase access to health-related resources; maintains and upgrade skills as software enhancements dictate. Supports the organization’s growth efforts by being knowledgeable about new medical staff, services, facilities, technology, web applications and communicating information as appropriate during transactions. PHYSICAL REQUIREMENTS: Sit and use the telephone and computer up to 8 hours per day. Consistently, use manual dexterity for telephone and computer work. Occasionally, lift objects up to 10 pounds. Occasionally, carry up to 10 lbs. Occasionally, stoop or bend. Occasionally, reach above shoulder level. Must be able to hear as it relates to normal telephone conversation, high and low frequencies. Must be able to see as it relates to general, near, far, color and peripheral vision. EDUCATION: Completion of undergraduate degree or certificate required TRAINING AND EXPERIENCE: Three to five years in health care or related field preferred. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer. Founded in 1872, St. Luke’s University Health Network (SLUHN) is a fully integrated, regional, non-profit network of more than 18,000 employees providing services at 14 campuses and 300 outpatient sites. With annual net revenue of $2.7 billion, the Network’s service area includes 11 counties: Lehigh, Northampton, Berks, Bucks, Carbon, Montgomery, Monroe, Schuylkill and Luzerne counties in Pennsylvania and Warren and Hunterdon counties in New Jersey. Dedicated to advancing medical education, St. Luke’s is the preeminent teaching hospital in central-eastern Pennsylvania. In partnership with Temple University, St. Luke’s established the Lehigh Valley’s first and only regional medical school campus. It also operates the nation’s longest continuously operating School of Nursing, established in 1884, and 38 fully accredited graduate medical educational programs with 347 residents and fellows. St. Luke’s is the only Lehigh Valley-based health care system to earn Medicare’s five-star ratings (the highest) for quality, efficiency and patient satisfaction. St. Luke’s is both a Leapfrog Group and Healthgrades Top Hospital and a Newsweek World’s Best Hospital. U.S. News & World Report ranked St. Luke’s #1 in the Lehigh Valley and #6 in the state. Three of IBM Watson Health’s 100 Top Hospitals are St. Luke’s hospitals. St. Luke’s flagship University Hospital has earned the 100 Top Major Teaching Hospital designation from IBM Watson Health nine times total and seven years in a row, including in 2021 when it was identified as THE #1 TEACHING HOSPITAL IN THE COUNTRY. In 2021, IBM Watson Health also named St. Luke’s among the 15 Top Health Systems nationally. Utilizing the Epic electronic medical record (EMR) system for both inpatient and outpatient services, the Network is a multi-year recipient of the Most Wired award recognizing the breadth of the SLUHN’s information technology applications such as telehealth, online scheduling and online pricing information. St. Luke’s is also recognized as one of the state’s lowest cost providers.. Learn More Here.

Salary : $3 - $0