Digital Experience & Reputation Lead

Beth Israel Lahey Health; United States; On-site; USD 95,000 - 115,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Manager, Digital Experience - Reputation to drive system-wide online reputation strategy across the health system. You will monitor, govern, and respond to patient feedback while ensuring HIPAA-compliant, accurate information across all digital touchpoints.

You will translate data into actionable insights and work with Marketing and Communications to boost local search visibility and patient trust signals across providers and locations.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a related field.
• Experience with content management systems (CMS) and reputation management tools (Press Ganey, Kyruus).
• Familiarity with SEO best practices and analytics tools (Google Analytics, GA4).
• Experience collaborating across matrixed organizations and influencing without direct authority.
• Experience working within a large health system or academic medical center.

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.

Skills

UX principles

Digital engagement

Accessibility

Patient-centered marketing

Project management

Collaboration

Education

Bachelor’s degree in Business, Communications, Marketing, or related field

Tools

CMS

Reputation management tools

SEO

Analytics tools (GA/GA4)

Job description

Beth Israel Lahey Health is seeking a Manager, Digital Experience - Reputation to drive system-wide online reputation strategy across the health system. You will monitor, govern, and respond to patient feedback while ensuring HIPAA-compliant, accurate information across all digital touchpoints.

You will translate data into actionable insights and work with Marketing and Communications to boost local search visibility and patient trust signals across providers and locations.