Review and Reputation Specialist
Sage Dental, Boca Raton, FL, United States
Sage Dental Management is a leading, rapidly growing Dental Service Organization (DSO) committed to innovation, excellence, and patient-centered care.
Overview Sage Dental is looking for a Review & Reputation Specialist to play a key role in managing and enhancing the organization's online presence across review platforms. This position will ensure timely and consistent responses to patient feedback, support escalation processes, provide reporting insights, and strengthen communication between Marketing, Field Operations, and Compliance Departments. The ideal candidate is detail-oriented, highly organized, and skilled at navigating sensitive feedback while maintaining a positive brand reputation.
Responsibilities Review Responses
Monitor and respond to online reviews across platforms such as 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 elevate when needed.
Internal Escalation & Triage
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.
Reporting
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.
Follow-Up & Follow-Through with OMs
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.
Regular Calls & Feedback to the DMOs
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.
Strengths & Competencies Organization
Ability to manage multiple review platforms, escalations, reports, and communication threads simultaneously.
Strong documentation and process management.
Project Management
Ability to track issues from initial review through resolution, ensuring all stakeholders remain aligned.
Skilled at prioritizing tasks and maintaining timelines.
Communication
Exceptional written communication skills for crafting empathetic, professional review responses.
Strong verbal communication for collaborating with OMs, DMOs, and cross-functional teams.
Critical Thinking
Ability to analyze reviews, identify risks, and determine when escalation is needed.
Skilled in identifying patterns and opportunities for improvements.
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.
What Sage Offers Be part of a purpose-driven organization transforming dental care. Collaborate with a passionate, innovative team. Access to cutting-edge technology and professional development resources. Competitive compensation and benefits.
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Overview Sage Dental is looking for a Review & Reputation Specialist to play a key role in managing and enhancing the organization's online presence across review platforms. This position will ensure timely and consistent responses to patient feedback, support escalation processes, provide reporting insights, and strengthen communication between Marketing, Field Operations, and Compliance Departments. The ideal candidate is detail-oriented, highly organized, and skilled at navigating sensitive feedback while maintaining a positive brand reputation.
Responsibilities Review Responses
Monitor and respond to online reviews across platforms such as 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 elevate when needed.
Internal Escalation & Triage
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.
Reporting
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.
Follow-Up & Follow-Through with OMs
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.
Regular Calls & Feedback to the DMOs
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.
Strengths & Competencies Organization
Ability to manage multiple review platforms, escalations, reports, and communication threads simultaneously.
Strong documentation and process management.
Project Management
Ability to track issues from initial review through resolution, ensuring all stakeholders remain aligned.
Skilled at prioritizing tasks and maintaining timelines.
Communication
Exceptional written communication skills for crafting empathetic, professional review responses.
Strong verbal communication for collaborating with OMs, DMOs, and cross-functional teams.
Critical Thinking
Ability to analyze reviews, identify risks, and determine when escalation is needed.
Skilled in identifying patterns and opportunities for improvements.
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.
What Sage Offers Be part of a purpose-driven organization transforming dental care. Collaborate with a passionate, innovative team. Access to cutting-edge technology and professional development resources. Competitive compensation and benefits.
#J-18808-Ljbffr