Celine Patterson Email & Phone Number

Phoenixville, Pennsylvania

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As the Healthcare Strategy and Consulting Manager at Reputation, I am responsible for supporting the healthcare vertical’s strategic initiatives, while also serving as a consulting partner to healthcare organizations to help develop consumer experience (CX) programs that deliver on goals and enhance the patient experience.

I implemented and led Online Reputation Management for Universal Health Services, Inc. Corporate and its acute care hospitals, behavioral health facilities, physician groups and ambulatory centers; provided real time service recovery with market sensitivity to thousands of online patient reviews and comments every month on platforms such as Facebook, Google and Yelp; partnered with Risk Managers, Patient Advocates, Quality Directors, CEOs, Marketing Leads, and Corporate Legal and Corporate Patient Experience leaders to quickly resolve issues and identify trends; reported on experience outcomes on a monthly, quarterly and annual basis measuring service line performance, change in rank of hospital ratings, Reputation Scores, net promoter scores and overall online sentiment of UHS facilities; strategically aligned online reputation data with other patient survey information to drive process improvement and enhance and maximize the patient experience; implemented and managed email based review requesting; and partnered with marketing contacts to utilize online sentiment data to help guide larger marketing initiatives.

Led the Online Reputation Management initiative for Universal Health Services, Inc. Corporate and its Acute Care facilities; monitored Acute Care social media platforms such as Facebook, Google+, and Yelp in real time for 500+ reviews per month, not including additional messages and comments; provided 24/7 service recovery in a timely manner with market sensitivity; worked closely with Risk, Legal, Patient Advocates and local service lines to effectively execute social media reputation management efforts; developed reports on best practice, response times and experience outcomes on a monthly, quarterly and annual basis; and generated quarterly and annual reports measuring the change in rank of hospital ratings, net promoter scores and online sentiment of UHS facilities.I also developed and maintained content plans for 600+ social media accounts, including Facebook, Twitter, Google+, Instagram, Pinterest and LinkedIn, for Universal Health Services, Inc. Corporate and its Acute Care facilities, reaching more than 220,000,000 per year organically and publishing more than 38,000 pieces of content per year; produced original and strategic content for 600+ social media accounts, including copywriting, posting, and reporting; created and maintained new social media accounts for UHS facilities where necessary; collaborated with hospital marketing directors to assist in the planning and production of content that matches and reinforces hospital goals; generated monthly, quarterly and annual reports on both paid and organic social media reach for 600+ accounts; worked with internal advertising team (designers, copywriters, managers, etc.) to ensure that online content is integrated into ongoing marketing campaigns; and create and manipulate images and content using Adobe Creative Suite for social media marketing initiatives.

Oversaw online service recovery for 160+ social media accounts for Universal Health Services, Inc. Corporate and its Acute Care facilities. In the 2016Q4, I increased the overall rating for all Acute Care facilities by 3/4 of a star and increased the overall Acute Care net promoter score by 31. Curated, developed and maintained content plans for 160+ social media accounts, including Facebook, Twitter, Google+, Instagram, Pinterest and LinkedIn, for Universal Health Services, Inc. Corporate and its Acute Care facilities, reaching over 140,000,000 people per year organically; collaborated with hospital marketing directors to assist in the planning and production of content that matches and reinforces hospital goals; generated quarterly and annual reports on both paid and organic social media reach for 160+ accounts; work with internal advertising team (designers, copywriters, managers, etc.) to ensure that online content is integrated into ongoing marketing campaigns; and created and manipulated images and content using Adobe Creative Suite for social media marketing initiatives.

King Of Prussia, Pa

Implemented social media reputation management initiative for the Acute Care Division at Universal Health Services, Inc. by working closely with Risk, Legal, Patient Advocates and local service lines. Monitored 120+ Acute Care social media platforms such as Facebook, Google+ and Yelp for reviews, messages and comments; provided 24/7 service recovery in a timely manner; developed reports on best practice, response times and experience outcomes on a quarterly basis; and generated quarterly and annual reports measuring the change in rank of hospital ratings, net promoter scores and online sentiment of UHS facilities. Curated, developed and maintained content plans for 120+ social media accounts, including Facebook, Twitter, Google+, Instagram and Pinterest, for Universal Health Services, Inc. Corporate and its Acute Care facilities; collaborated with hospital marketing directors to assist in the planning and production of content that matched and reinforced hospital goals; generated quarterly and annual reports on both paid and organic social media reach for more 120+ accounts; worked with internal advertising team to coordinate activities and ensure that online content is integrated into ongoing marketing campaigns; and created and manipulated images and content using Adobe Creative Suite for social media marketing initiatives.

King Of Prussia, Pa

Worked with 30+ hospital marketing directors to help plan, develop and execute both new and ongoing social media strategies that reinforced hospital and corporate goals; maintained numerous profiles across various social media marketing platforms such as Facebook, Twitter, Pinterest, Instagram, Google+ and Youtube; produced content for numerous accounts, including copywriting, posting and reporting; engaged in thousands of social conversations regarding UHS and its facilities; monitored notifications to ensure timely and effective responses; tracked social media performance through analytics; and collaborated with the internal marketing and advertising team to ensure that online content was integrated into ongoing campaigns.

Phoenixville, Pa

CrossFit Level 1 Trainer

West Chester, Pa

CrossFit Level 1 Trainer

West Chester, Pa

I designed and produced the college’s monthly and semester e-newsletters; created email templates for various announcements, updates and other communications sent by the Dean; and aided in the redesign and rebranding of the college's homepage.

West Chester, Pa

I created and managed all social media marketing campaigns for the school on platforms such as Facebook, Twitter, Instagram and LinkedIn; maintained the school’s website; facilitated alumni relations; coordinated annual events; took part in various marketing and advertising campaigns; assisted with development funding campaigns; and published content for the school’s semi-annual newsletters.

Digital Marketing Certificate Program

Content Marketing Analytics Certificate

Bachelor Of Arts (B.A.), Communication Studies And International Business, Summa Cum Laude

Activities and Societies: Lambda Pi Eta

Education record