Marketing Specialist (2)

Overview

Sage Dental Management is seeking a Marketing Specialist (Review & Reputation) to manage and enhance the organization's online presence across review platforms. This role ensures timely and consistent responses to patient feedback, supports escalation processes, provides reporting insights, and strengthens communication between Marketing, Field Operations, and Compliance Departments.

Responsibilities

• Monitor and respond to online reviews across platforms like Google, Yelp, Facebook, Healthgrades, and industry-specific sites.
• Draft thoughtful, brand-aligned responses ensuring professionalism, empathy, and accuracy while maintaining privacy and HIPAA compliance.
• Identify trends or recurring concerns and escalate when needed.
• Evaluate incoming reviews to determine when escalation is required (e.g., service concerns, clinical issues, legal/compliance risks).
• Coordinate with Operations Managers, Patient Experience teams, Compliance, or other departments to ensure issues are addressed appropriately.
• Track escalations to ensure resolution and timely communication.
• Create weekly and monthly dashboards summarizing review volume, sentiment trends, response times, and practice-level performance.
• Provide insights and recommendations to improve patient satisfaction and operational processes.
• Maintain historical data and track long-term reputation trends.
• Communicate with Operations Managers regarding escalated reviews, follow-up needs, resolutions, or recurring themes.
• Ensure action items are completed and documented.
• Serve as a point of contact for review-related inquiries and support requests.
• Conduct scheduled check-ins with Directors of Market Operations (DMOs) to review reputation performance, discuss trends, and share actionable insights.
• Provide reports and feedback tailored to each division’s needs.
• Collaborate on improvement initiatives or solution-based recommendations.

Qualifications

• Bachelor’s degree in Communications, Marketing, Business, or related field preferred.
• 3–6 years of experience in reputation management, customer service escalation, communications, or similar roles.
• Experience with review monitoring platforms or CRM tools preferred.
• Strong writing, editing, and interpersonal communication skills.
• Comfortable with basic analysis in Excel and crafting PowerPoint presentations.
• Comfortable working in a fast-paced, multi-location service environment.