Manager, Digital Experience - Reputation
Beth Israel Lahey Health · Boston, Massachusetts, United States
- On site
- Full-time
- $115,000 / year
- Boston, Massachusetts, United States
Job highlights
- Lead digital reputation strategy for a health system.
- Monitor and respond to online reviews and feedback.
- Manage provider and location data accuracy.
- Ensure compliance with privacy regulations.
- Report insights to executives and collaborate with teams.
About the role
Manager, Digital Experience - Reputation
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
The Manager, Digital Experience - Reputation is responsible for system-wide online reputation strategy for a large, integrated health system. This role is responsible for internal and externally owned channels. This person will oversee monitoring, protecting, and strengthening the organization’s digital reputation across providers, locations, and service lines, ensuring accuracy, trust, and a consistent patient-centered experience across all digital touchpoints.
Job Description
Primary Responsibilities
- Lead the development and execution of a comprehensive online reputation strategy across the health system.
- Oversee monitoring, analysis, and response to online reviews, ratings, and patient feedback across third-party platforms and search ecosystems.
- Own governance and maintenance of the system provider and location data across internal systems and external platforms.
- Ensure all public-facing responses and reputation activities comply with HIPAA, privacy regulations, and organizational standards.
- Produce executive-ready reporting and insights that translate reputation data into actionable recommendations.
- Collaborate with Marketing and Communications teams to improve local search visibility, ratings performance, and patient trust signals.
Minimum Qualifications
- Bachelor's degree in Business, Communications, Marketing, or a related field.
- 5+ years of experience in online reputation management, digital marketing, patient experience, or healthcare communications.
Experience
- Experience with content management systems (CMS) and reputation management tools (Press Ganey, Kyruus).
- Familiarity with SEO best practices and analytics tools (Google Analytics, GA4, social insights).
- Experience collaborating across matrixed organizations and influencing without direct authority.
- Experience working within a large health system or academic medical center.
Skills And Abilities
- Strong understanding of UX principles, digital engagement, and accessibility.
- Strong understanding of patient-centered marketing in healthcare, including consumer decision journeys.
- Excellent project management and collaboration skills.
Pay Range
$95,000.00 USD - $115,000.00 USD
The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.
As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.
Equal Opportunity Employer/Veterans/Disabled
Key skills/competency
- Digital Reputation Management
- Online Reputation Strategy
- Patient Experience
- Healthcare Communications
- Content Management Systems (CMS)
- SEO Best Practices
- Google Analytics (GA4)
- Project Management
- Collaboration Skills
- UX Principles
Skills & topics
- Digital Reputation Management
- Online Reputation Strategy
- Patient Experience
- Healthcare Communications
- Digital Marketing
- Content Management Systems
- SEO
- Google Analytics
- Project Management
- Manager
How to get hired
- Tailor your resume: Highlight experience in online reputation management, digital marketing, and patient experience within healthcare, emphasizing CMS and analytics tool proficiency.
- Craft a compelling cover letter: Showcase your understanding of UX, digital engagement, and patient-centered marketing, explaining how you've influenced stakeholders without direct authority.
- Prepare for behavioral questions: Be ready to discuss your project management and collaboration skills, and how you've handled sensitive patient feedback.
- Research BILH's mission: Understand their commitment to patient care and how your role contributes to building trust and a positive digital experience.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary focus of the Manager, Digital Experience - Reputation role at Beth Israel Lahey Health?
- The primary focus of the Manager, Digital Reputation Experience role at Beth Israel Lahey Health is to develop and execute a system-wide online reputation strategy. This includes monitoring, protecting, and enhancing the organization's digital reputation across all providers, locations, and service lines to ensure accuracy, trust, and a consistent patient-centered experience.
- What kind of experience is required for the Manager, Digital Reputation Experience position?
- The position requires a Bachelor's degree in a related field and at least 5 years of experience in online reputation management, digital marketing, patient experience, or healthcare communications. Experience within a large health system or academic medical center is also beneficial.
- What tools and technologies will I use as a Manager, Digital Reputation Experience at Beth Israel Lahey Health?
- You will likely use content management systems (CMS), reputation management tools like Press Ganey or Kyruus, and analytics tools such as Google Analytics, GA4, and social insights. Familiarity with SEO best practices is also important.
- How does Beth Israel Lahey Health ensure the accuracy and trustworthiness of its online reputation?
- Beth Israel Lahey Health ensures accuracy and trustworthiness by having a dedicated Manager, Digital Experience - Reputation who oversees the governance and maintenance of provider and location data, monitors online feedback, and ensures all responses align with HIPAA and organizational standards.
- What are the key skills for success in this role?
- Key skills include a strong understanding of UX principles, digital engagement, accessibility, patient-centered marketing in healthcare, consumer decision journeys, excellent project management, and collaboration skills. The ability to influence without direct authority is also crucial.
- Does Beth Israel Lahey Health require specific vaccinations for employees?
- Yes, as a healthcare organization, Beth Israel Lahey Health requires all staff to be vaccinated against influenza (flu) as a condition of employment.
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