Online Reputation Management Analyst

Job Description:Responsibilities(This role has a hybrid schedule with 3 days in office and 2 days flex-remote)Join a dynamic organization driven by our passion for healthcare. UHS is seeking talented individuals who are eager to contribute their expertise and pursue rewarding careers. As a leader in acute care and behavioral health, UHS provides high-quality care to over 3 million patients annually, across our national network of facilities.The UHS Corporate PR & Communication Department is hiring an Online Reputation Management Analyst that will execute the UHS Corporate Online Reputation Management (ORM) strategy by responding to Reviews (positive, negative and neutral) and Google Q&As to enhance the patient experience, while supporting brand affinity.Key Responsibilities include:

• Use Reputation Management platform to track review sentiment, review volume, reputation score, star ratings, brand loyalty and transparency, reputation trends, track industry-related competitive insights, guide marketing initiatives and identify areas of operational improvement for facilities


• Respond to reviews in real time to enhance brand affinity of the facilities while enhancing patient experience. Provides service recovery across various platforms (primarily Google and Facebook, and other platforms where applicable) and maintains communication with key stakeholders including Risk Directors, Patient Experience teams, Marketing Directors, Business Development and Facility Leadership, Patient Advocates and Quality Managers at the hospital/facility level


• Support the Lead, Online Reputation Management to identify data correlation with the UHS Corporate Quality, Risk and Patient Experience Team and assist with monthly/quarterly reports


• Collaborate across UHS Agency to help guide larger marketing initiatives through service line sentiment analysis


• Stay current with trends, technology and best practices in social media and service recovery and identifies opportunities to apply new approaches to platforms


• Implements review requesting and consults on review solicitation best practices methods (i.e., Review Cards, Review QR codes, email and SMS text) with the goal of improving star ratings and increasing statistically significant review volume


• Work closely with social media teams on other patient communication initiatives such as Google and/or Facebook FAQs as well as crisis communications


• Work with SEO team to track review impact on search ranking

QualificationsBachelor's degree with 3 -5 years' experience in corporate customer service or service recovery experience.

• Must have strong analytical skills and accuracy in all work


• Polished writing skills and working knowledge of social media copywriting best practices


• Must possess strong time management skills; ability to handle concurrent tasks/projects; ability to learn new software quickly; a flexible and collaborative work style; ability to work independently; and works well within a fast-paced corporate environment


• Intermediate to expert skill level in Microsoft Office (Excel, Word, and PowerPoint)


• Experience with Google Drive preferred


• Experience with a reputation management platform, such as Press Ganey, Reputation, Yext, Podium or other similar platforms


• Working knowledge of Facebook, LinkedIn, YouTube, etc. for business purposes

This opportunity provides a rewarding career, challenging and rewarding work environment as well as growth and development opportunities within UHS and its subsidiaries, including competitive compensation, excellent Medical, Dental, Vision and Prescription Drug Plan, and 401k with company match.One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (NYSE: UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 300 corporation, annual revenues were $15.8 billion in 2024. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 99,000 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.comEEO StatementAll UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.We believe that diversity and inclusion among our teammates is critical to our success.Avoid and Report Recruitment ScamsAt UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.

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