One of the nation's largest and most respected hospital management companies, Universal Health Services, Inc. (NYSE: UHS) has built an impressive record of achievement and performance. Steadily growing since its inception to an esteemed Fortune 500 corporation, UHS today has annual revenues of $10 billion and 83,000 employees. In 2019, UHS was recognized for the ninth consecutive year as one of the World's Most Admired Companies by Fortune; in 2018, ranked #268 on the Fortune 500; and in 2017, ranked #275 in Forbes inaugural ranking of America's Top 500 Public Companies.
Our operating philosophy is as effective today as it was 40 years ago: Build or acquire high quality hospitals in rapidly growing markets, invest in the people and equipment needed to allow each facility to thrive, and become the leading healthcare provider in each community we serve.
Headquartered in King of Prussia, PA, UHS has more than 83,000 employees and through its subsidiaries operates more than 320 acute care hospitals, behavioral health facilities and ambulatory centers in the United States,Puerto Rico and the United Kingdom.
The Corporate Public Relations and Corporate Communications Department is seeking a dynamic and talented Lead-Social Media Care/Content Behavioral Health Division-Service Recovery.
Leads and executes the UHS Corporate social media strategy for the Behavioral Health (BH) Division (over 100 accounts) by providing service recovery across various platforms (Facebook, Twitter, Yelp, Google, etc.) and maintaining communication with Business Development and Facility Leadership, Patient Advocates and Quality Managers at the local level. Provides service recovery in a timely manner for hundreds of reviews, messages and comments per month on various social media platforms. Uses Reputation Management platform (Reputation.com) to track brand loyalty, reputation trends and identify actionable areas of improvement for Facilities. Engages in responding to reviews - both positive and negative - to enhance reputation of the Facilities and to demonstrate service excellence and commitment to enhancing the patient experience. Creates, maintains and distributes reports on social media service recovery best practices, response times and experience outcomes. Generates monthly and annual reports measuring the change in rank of hospital ratings, net promoter scores and online sentiment of UHS BH Facilities.
Key Responsibilities include:
Monitors numerous (100+) social media accounts for reviews, messages and comments regarding UHS Behavioral Health Facilities and provides service recovery in a timely manner.
Collaborates with Corporate and hospital staff including Business Development and Hospital Leadership, Legal, Quality Managers, Patient Advocates, to assist in quick and efficient customer service that matches and reinforces hospital and corporate goals.
Measures and reports change in rank of hospital ratings and identifies trends and pain points.
Stays current with trends, technology and best practices in social media and service recovery, and identifies opportunities to apply new approaches to platforms to gain efficiency and effectiveness.
Collaborates with internal advertising team (designers, copywriters, managers, etc.) to coordinate activities and ensure that online content is integrated into ongoing marketing campaigns.
Remains attentive to online buzz surrounding various assigned hospitals.