What are the responsibilities and job description for the Brand Reputation Strategist position at Piedmont Urgent Care by Wellstreet?
WellStreet Urgent Care is seeking a strategic, proactive, and patient-first Brand Reputation Strategist to join our growing Brand Strategy team. In this vital role, you’ll own and elevate the online presence and public reputation of WellStreet and its JV partner brands across the country. Your mission: ensure every patient’s voice is heard and represented, and every interaction strengthens trust in our care and supports the overall brand.
KEY RESPONSIBILITIES:
Online Reputation Management
- Monitor, analyze, and respond to patient reviews across platforms (Google, Healthgrades, Yelp, etc.) for all JV-branded locations.
- Identify trends and flag opportunities or concerns to operations and clinical leadership teams.
- Collaborate with internal departments to address patient concerns and close the feedback loop.
- Maintain a clear escalation protocol and ensure timely follow-up on sensitive issues while adhering to HIPAA guidelines.
Compliance & Brand Integrity
- Maintain awareness of HIPAA regulations to ensure all patient-related communication (reviews, messages, and responses) remains compliant.
- Ensure tone, style, and messaging align with both WellStreet and JV partner brand standards.
Reporting & Strategy
- Produce regular reports on review sentiment, social engagement, and reputation trends.
- Recommend proactive strategies to enhance patient satisfaction, public sentiment, and brand loyalty.
- Participate in regular brand/marketing strategy meetings and contribute insights.
QUALIFICATIONS:
- 3–5 years of experience in online reputation management, customer service management, or digital engagement—healthcare experience strongly preferred but not required.
- Deep understanding of review ecosystems.
- Exceptional writing and communication skills; can craft empathetic and professional responses to a variety of audiences.
- Familiarity with HIPAA and patient privacy standards preferred but not required.
- Experience with tools like Hootsuite, Sprout Social, Birdeye, Podium, or similar.
- Ability to juggle multiple brand voices and calendars with precision and empathy.
- Strong analytical mindset; able to derive insights from data and present them clearly.
- Collaborative, resourceful, and always looking to elevate the brand experience.
WHY JOIN US:
WellStreet is redefining what compassionate, accessible, and high-quality care looks like. By partnering with leading health systems, we deliver urgent care that patients trust—and your work helps amplify and protect that trust every day.
#WUCCareers
