Radpartners www.radpartners.com

POSITION SUMMARY

The Reputation Management Specialist position will report to the AVP of Patient Experience and play a key role in enhancing and protecting the online reputation of Radiology Partners & its affiliated practices. This position is responsible for monitoring, analyzing, and responding to patient reviews across digital platforms, while collaborating with internal teams to resolve concerns and elevate the voice of the patient. The Reputation Specialist will act as a liaison between Patient Experience, operations, compliance and other departments to ensure timely and professional engagement with patient feedback. In addition to managing online responses, this position supports the development of reputation scorecards, escalates high-risk feedback, and optimizes response templates for improved patient and client trust & satisfaction

WHO WE ARE AND WHAT WE DO

Radiology Partners, through its owned and affiliated practices, is a leading radiology practice in the U.S., serving hospitals and other healthcare facilities across the nation. As a physician-led and physician-owned practice, our mission is to transform radiology by innovating across clinical value, technology, service, and economics, while elevating the role of radiology and radiologists in healthcare. Using a proven healthcare services model, Radiology Partners provides consistent, high-quality care to patients, while delivering enhanced value to the hospitals, clinics, imaging centers and referring physicians we serve. 

WHY RADIOLOGY PARTNERS:

• Competitive Benefits package – Eligibility starts the month after hire, with tiered options to choose from. 
• Compensation Reviews, Career Growth Opportunities 
• Flexible Remote Schedules 
• Generous PTO Plans and Paid Holidays 
• Proudly Certified as a Great Place to Work for Five Consecutive Years

POSITION DUTIES AND RESPONSIBILITIES

• Monitor daily patient reviews across Google, and other online platforms.
• Respond directly to patients in writing, voice or a combination of both.
• Draft & publish polished, professional responses to patient reviews, with sensitivity to tone and context.
• Collaborate with internal stakeholders to investigate and resolve escalated concerns reflected in reviews.
• Identify trends in patient sentiment and surface reputational risks or opportunities.
• Support escalation pathways for negative, including drafting responses for leadership of compliance teams.
• Partner with operations and clinical leaders to share feedback themes and support service recovery efforts.
• Assist in the development of reputation scorecards, summaries, and presentations for practice leaders. Contribute to the optimization of response templates and reputation strategy in alignment with brand voice and compliance.
• May lead special projects related to reputation initiatives and direct support from teammates within the patient experience lane.
• Other duties as assigned.

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE 

• 3+ years of experience in customer service, public relations, or reputation management 
• Excellent written communication skills with proven ability to handle high-visibility or sensitive responses
•  Experience with reputation management platforms (e.g. Birdeye, Podium, ReviewTrackers) a plus
• Ability to remain calm and composed under pressure while de-escalating concerns through written and verbal communication
• Detail-oriented and organized; able to manage multiple review sources and escalations in a fast-paced environment
• Comfortable working independently while collaborating cross-functionally with clinical and operational teams Comprehensive knowledge of all Microsoft Office applications, including Word, Excel and PowerPoint
• Strong ability to independently drive results and meet deadlines
• Highly analytical with proven ability to extract and interpret data and its subsequent meaning strongly preferred
• Ability to communicate effectively with internal and external stakeholders at various cohort levels
• Flexibility and willingness to take on new tasks and challenges
• Must possess excellent time management and organizational skills . 

 The salary range for this position is $60,000-$70,000. Final determinations may vary based on several factors including but not limited to education, work experience, certifications, geographic location etc. This role is also eligible for an annual discretionary bonus. In addition to this range, Radiology Partners offers competitive total rewards packages, which include health & wellness coverage options, 401k benefits, and a broad range of other benefits such as family planning and telehealth (all benefits are subject to eligibility requirements). 

Radiology Partners is an equal opportunity employer. RP is committed to being an inclusive, safe and welcoming environment where everyone has equal access and equitable resources to reach their full potential. We are united by our Mission to Transform Radiology and in turn have an important impact on the patients we serve and the healthcare system overall. We hold that diversity is a key source of strength from which we will build a practice culture that is inclusive for all. Our goal is to empower and engage the voice of every teammate to promote awareness, compassion and a healthy respect for differences. 

CCPA Notice: When you submit a job application or resume, you are providing the Practice with the following categories of personal information that the Practice will use for the purpose of evaluating your candidacy for employment: (1) Personal Identifiers; and (2) Education and Employment History. 

Radiology Partners participates in E-verify. 

Beware of Fraudulent Messages: Radiology Partners will never request payment, banking or other financial information in exchange for interviews or as part of the hiring process. Additionally, we will not send checks for deposit into your bank account at any stage of recruitment. All communication during the interview and hiring process should come from an email address ending in “@radpartners.com.” If you suspect you are receiving a fraudulent job offer or solicitation from Radiology Partners or one of our local practices, please email recruiting@radpartners.com to notify our team.