Social Media Community Management Specialist

11593 Enterprise Corporate - CommunicationsFull timeYes40

• Monday–Friday, 12:30 p.m.–9:00 p.m. Central Time.
• Rotating weekend and holiday coverage as assigned.
• This role will be posted until 11.20.26

Pay Range:

$30.70 - $46.05

You will support corporate communications and reputation management by independently assessing social media activity, emerging issues, and reputational risks; evaluating alternative courses of action; and determining appropriate community management responses and escalation recommendations. Exercise judgment in interpreting and applying established guidance to issues not specifically addressed by existing procedures and advise leadership and internal partners on recommended actions based on potential impact and likely consequences. Perform these responsibilities during assigned later-shift coverage periods.

Major Responsibilities  

• Monitor Advocate Health social media channels and other approved sources for comments, mentions, emerging conversations and potential issues, using independent judgment to assess significance and potential impact. 

• Review assigned native social media platforms and enterprise monitoring tools to identify activity that may not appear within the primary social media management platform. 

• Identify emerging conversations, potential issues and reputation concerns, involving Advocate Health, its brands, locations, leaders, teammates and priority reputation topics, determining appropriate response or escalation based on potential impact and evaluation of alternative courses of action. 

• Manage routine community management by responding, routing or moderating content in accordance with approved guidance. 

• Monitor active issues and assess relevant changes in conversation volume, engagement, sentiment, velocity and escalation indicators, providing recommendations for response or further action based on analysis of reputational risk and likely consequences

• Serve as the designated social media monitoring and community-management resource during assigned evening, weekend and holiday coverage periods, independently managing emerging activity and determining when additional leadership or partner involvement is warranted. 

• Document social media activity, supporting evidence, actions taken, open items and required follow-up. 

• Recognize potential safety, legal, patient, teammate, leadership, media and reputation concerns and escalate them through established internal channels. 

• Maintain accurate social media cases, tags, assignments, issue records and supporting documentation. 

• Provide clear shift handoffs that summarize relevant activity, escalations, open items, and next steps. 

• Collaborate with Social Media leadership, internal partners and designated escalation teams to evaluate issues, recommend approaches and support timely review and resolution of issues. 

• Participate in training, quality calibration and process-improvement activities. 

• Protect confidential information and follow established response, moderation, documentation and escalation procedures, exercising independent judgment in interpreting and applying those procedures to issues not specifically addressed by existing guidance. 

Education 

• Bachelor's degree in communications, journalism, public relations, marketing, advertising or another related field 

Certification / License 

• None Required

Work Experience 

• Three years of direct social media community management, issues monitoring or digital customer care experience in a complex or regulated organization. Five years of experience is preferred. Experience in healthcare, financial services, government, higher education, utilities or another regulated sector is preferred. 

Knowledge / Skills / Abilities 

• Experience using Sprout Social, Khoros, Sprinklr or a comparable enterprise social media management platform. 

• Experience monitoring activity directly across major social media platforms. 

• Knowledge of social media community management, digital customer care, issues monitoring and escalation practices. 

• Ability to identify and independently assess emerging issues and recognize activity that may present safety, legal, patient, teammate or reputation concerns. 

• Strong written judgment, documentation skills, accuracy and attention to detail, including the ability to clearly articulate risk assessments and recommendations. 

• Ability to assess social media activity using measures such as volume, engagement, sentiment and velocity. 

• Ability to exercise sound judgement, evaluate multiple courses of action, make decisions within defined areas of responsibility under time pressure and prioritize multiple issues in a rapidly changing environment. 

• Strong communication, collaboration and confidentiality skills. 

• Ability to operate independently with limited supervision and make sound decisions during later-shift coverage periods. 

Physical Requirements and Working Conditions 

• The position follows a later-shift schedule and requires availability for weekends and holidays as assigned.  
• Operates all equipment necessary to perform the job. 
• Must be able to sit, stand, walk and bend throughout the workday. 
• Protective clothing must be worn as necessary.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.