Manager, Digital Experience - Reputation

Beth Israel Lahey Health; Boston (MA); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Beth Israel Lahey Health is seeking a Manager, Digital Experience - Reputation to lead our system-wide online reputation strategy across providers, locations, and service lines. You will oversee monitoring of reviews, analytics, and responses to preserve trust and patient-centered care.

In collaboration with Marketing and Communications, you will translate data into actionable insights, ensure HIPAA/privacy compliance, and drive improvements in local search visibility and patient trust signals

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.

Responsibilities

• Lead the development and execution of a comprehensive online reputation strategy.
• Oversee monitoring, analysis, and response to online reviews, ratings, and patient feedback across platforms.
• Own governance and maintenance of provider and location data across systems and platforms.
• Ensure all public-facing responses comply with HIPAA and privacy standards.
• Produce executive-ready reporting and insights translating data into actions.
• Collaborate with Marketing to improve local search visibility and patient trust signals.

Skills

UX principles

Digital engagement

Accessibility

Project management

Collaboration

Education

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

Tools

CMS platforms

Press Ganey

Kyruus

Google Analytics

GA4

Job description

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