Social Media Community Coordinator

You’re more valuable than ever – And that’s just how we’ll make you feel.

Company Description

GoHealth is transforming on-demand care through an innovative model with a deep patient and consumer focus, data-driven operations, and cutting-edge technology. GoHealth is one of the fastest growing on-demand care companies in the country with approximately 300+ locations across New York, Connecticut, Delaware, North Carolina, Missouri, Arkansas, Oklahoma, Oregon, Washington, and California, and dozens of additional sites under contract over the next 12 months.

With a strong emphasis on patient satisfaction, GoHealth uses Business Intelligence solutions to make informed, data-driven decisions. Innovative and award-winning clinic design, website and mobile check-in solutions lead to improved patient experiences, as well as operational efficiencies. GoHealth has a unique partnership model and a multi-channel marketing strategy that focuses on the communities it serves and enhances brand awareness, fueling growth for the organization in existing and future markets.

The GoHealth joint venture model has proven to be extremely effective and competitively differentiating. Prominent co-branding with its large, integrated health system partners and deep IT integration have led to increased volume and financial results, as well as improved clinical quality. GoHealth’s unique health system collaboration model has given its patients greater access to the entire healthcare continuum through same day or next day referrals to primary care physicians, specialists and other ancillary services.

TPG Growth, one of the world’s leading private equity firms, invested in GoHealth in 2014 to help launch the new urgent care brand and its national growth plan. TPG Growth is the middle market and growth equity investment platform of TPG, the world’s largest private equity firm with over $103 billion of assets under management.

Position Description

Reporting to the Marketing Brand Manager, this role supports not only the marketing team, but the entire company, online. In this position, you will be the bridge between customer experience and the social media marketing team to support the customer journey and apply data to grow and uphold our brand values and customer satisfaction through moderation. This role guides our brand’s digital presence by building and supporting our community online.  A successful candidate will understand the importance of our brand’s voice and tone, ensuring effective and on-brand customer communication, keep the pulse on what matters to our communities, utilize reporting tools to gather insights, and keep our marketing team updated with insights and learnings.

You will be highly collaborative and detail-oriented, and curious about performance to generate insights and take action. The ideal candidate is a self-starter, proactive about seeking new opportunities and ideas and enjoys supporting our customers in their online communities.

Position Responsibilities

• Work cross-functionally with our Social Media Specialist and Digital Media Manager on social calendars, community activation, social monitoring, issue resolution, and analytics.
• Create and own a seamless process for escalations to our Customer Experience team
• In partnership with the Director of Customer Experience and Brand Manager, develop social/community standards, expertise, and best practices that scale across our brand and platforms.
• Monitor, facilitate and engage in conversations online about GoHealth and JVs.
• Respond to comments and customer queries in a timely manner and foster a dialogue between customers and the brand as well as manage the overall health and engagement of the various communities.
• Own and manage social media comments, direct messages, Google ratings/reviews and ad comments to service customers, enhance their journey and create a supportive dialog within our online communities
• Deliver actionable analysis of online conversations, content interactions that gives clear and concise summaries of efforts to track outcomes against KPIs
• Capture and report on brand feedback from the community
• Organize, respond to and maintain customer reviews and ratings
• Explore and consider new opportunities to engage our audiences and adjust with shifting trends and marketplace needs

Position Requirements

• 2+ years in a marketing, social media, customer servi