Social Media Community Management Specialist

Summary

Job Overview

The Social Media Community Management Specialist will improve and protect our online reputation through reviews, social media, email management and accuracy of business listings. In this role, you will be the first to read and review comments, private messages, emails and online reviews published to Children’s Hospital Colorado online profiles. You will reply in a timely manner and coordinate responses with subject matter experts when needed. This person is a strong communicator and networker with a passion for engaging with customers to provide the best experience possible. Success will be defined by maintaining and expanding on systems and processes designed to deliver customers accurate, helpful information in a timely manner and by building a comprehensive social listening program.

Shift: Days. Monday - Friday. 8:00am - 5:00pm. Some evenings , weekends, or holidays may be required per department needs.

Job Status: Hybrid (On-site: Tuesday, Wednesday. Remote: Monday, Thursday, Friday)

POPULATION SPECIFIC CARE

No direct patient care.

Essential Functions

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the functions which the employee may be expected to perform.

• Social monitoring: Community management and monitoring across all Children’s Hospital Colorado-owned digital channels, including responding to comments and questions in a timely manner.
• Social listening: Help internal teams understand key audiences and improve campaign strategy by accessing the full spectrum of conversation around the industry, brand and relevant topics.
• Social engagement: Become an advocate for the hospital in social media spaces, engaging in dialogues and answering questions where appropriate; develop and expand community and/or influencer outreach efforts beyond owned channels.
• Social reporting: Monitor, track and report on feedback and online reviews; provide reports to internal teams such as Patient Relations and Marketing Strategy, as assigned.
• Proactively encourage new online reviews and respond as appropriate.
• Escalate issues by sending alerts through Children’s Colorado monitoring tools and following up on those alerts to make sure all items are handled appropriately.
• Manage online business listings to ensure search results reflect accurate location information on all search engines.
• Research and monitor new and existing social media channels, emerging platforms, competitors, industry innovations, relevant trends, events and influencers for opportunities to engage and increase social media reach and engagement.
• Capture and share positive online reviews with internal team members.
• Document systems and processes and regularly educate marketing department team members on updates.
  
  

SCOPE AND LEVEL

• Guidelines: Guidelines are generally numerous, well established, and directly applicable to the work assignment. Work assignment and desired results are explained by general oral or written instructions.
• Complexity: Duties assigned are generally repetitive and restricted in scope but may be of substantial intricacy. Employee primarily applies standardized practices.
• Decision Making: Decisions or recommendations on non-standardized situations are limited to relating organizational policies to specific cases. Brings non routine issues to supervisor. Problems that are not covered by guidelines or are without precedent are taken up with the supervisor.
• Communications: Contacts with the public or employees where explanatory or interpretive information is exchanged, gathered, or presented and some degree of discretion and judgment are required within the parameters of the job function.
• Supervision Received: Under normal supervision, within a standardized work situation, the employee performs duties common to the line of work without close supervision or detailed instruction. Work product is subject to continual review.
  
  

Minimum Qualifications

• EDUCATION – Bachelor’s degree in journalism, marketing, communications, or a related field.
• EXPERIENCE – Three years of professional experience in social media or digital customer service
• Ability to work outside of normal business hours, related to social media monitoring
• Experience in crisis communication and media relations preferred
• Strong knowledge of AP Style and copy editing
• Ability to write using brand voice and tone
• Keen attention to detail
• Proficiency with relevant social media publishing and reporting technology and software, including project management systems
• Strong problem-solving skills, including working with internal stakeholders on crisis communication and issue resolution
• Highly organized and dependable
• Able to multitask, work quickly and meet multiple deadlines
• Able to work well under pressure and maintain a strict code of confidentiality
• Able to work independently as well as collaboratively with seasoned marketing teams
• Excellent verbal, interpersonal and written skills
• Fluent in both English and Spanish strongly preferred
  

EQUIVALENCY – Professional experience, beyond requirements, in a related field may substitute for a Bachelor degree requirement on a year for year basis.

Salary Information

Pay is dependent on applicant's relevant experience.

Annual Salary Range (Based on 40 hours worked per week): $66,083.89 to $99,125.84

Benefits Information

Here, you matter. As a Children’s Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children’s Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.

EEO Statement

It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information. The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.