Reputation and Concierge Services Coordinator at University Medical Partners – Newark, California

University Medical Partners is a California professional corporation owned and led by physicians and other healthcare practitioners. We aim to restore joy to the practice of medicine.

Our mission is to be the premier medical group of choice for our patients, clinicians, and partners. We partner with Stanford Medicine in a common vision of clinical excellence, education, and innovation.

University Medical Partners (UMP) formed in January 2017 by physicians currently practicing within several separate medical groups in the Bay Area to create a unified multi-specialty physician practice and clinical network that will serve as an exemplar for the delivery of high-quality health services in the Bay Area.

UMP Practitioners deliver care at clinics operated by Stanford Medicine Partners (SMP), a medical foundation affiliated with Stanford University throughout the Bay Area.

POSITION TITLE: Reputation & Concierge Services Coordinator

REPORTS TO: Associate Director, Communications

PURPOSE STATEMENT: The Reputation and Concierge Services Coordinator plays a key role on the UMP Communications Team, supporting the organization’s commitment to enhancing the clinician experience. This position is responsible for monitoring, managing, and improving the online reputation of UMP clinicians, as well as developing and coordinating concierge-style services designed to support clinicians and staff in their professional and personal well-being.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The essential duties of this position include the following (other duties may be assigned):

Reputation Management:

Continuously monitor clinician and practice profiles across online review platforms, including Google, Healthgrades, Yelp, social media, etc.Track and analyze reputation metrics, identifying trends and opportunities for proactive communication or service improvement.Coordinate with internal teams to address or escalate concerns reflected in reviews.Develop strategies and resources to help clinicians strengthen their professional online presence and manage feedback effectively.Draft key messaging, review responses, and guidance aligned with UMP brand and compliance standards.

Concierge Services Coordination:

Design and implement a concierge services program that supports UMP clinicians’ work-life balance and enhances their daily experience.Source, vet, and manage partnerships with local vendors (e.g., meal delivery, dry cleaning, pet care, car services, etc.).Promote available services through internal communications and ensure seamless scheduling, billing, and vendor coordination.Gather feedback and continually refine offerings to maximize participation and satisfaction.Support event coordination and wellness initiatives as needed.

PERFORMANCE REQUIREMENTS:

Knowledge, Skills and Abilities:

To perform the job successfully, an individual should demonstrate the following competencies:

· Subject Matter Expertise – Must demonstrate expertise in tasks assigned. Strong organizational and planning skills to manage multiple priorities and meet required deadlines. Advanced analytical ability and problem-solving skills, including the ability to independently assess risks, develop mitigation strategies, and make critical decisions in a timely manner. Excellent understanding of project management tools.

· Professional Communication – Maintain confidentiality in matters relating to patient/family and clinician conduct. Maintain professional relationships. Relay information appropriately over telephone, E-mail, texting, and other communication devices. Contribute to peer performance reviews as requested.

· Teamwork –Work effectively and collaboratively with practitioners, managers and staff members. Delegate work as needed. Initiate problem solving and conflict resolution to foster effective work relationships with peers.

· Visionary Leadership - Display passion and optimism; inspire respect and trust; mobilize others to fulfill the vision; provide vision and inspiration to peers and staff.

· Change Management – Help develop workable implementation plans, communicate changes effectively. Willingness to learn new processes related to improvement efforts. Build commitment and overcome resistance, prepare and support those affected by change. Monitor transition and evaluate results.

· Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well. Effectively influence actions and opinions of others; accept feedback from others; give appropriate recognition to others.

· Quality Management - Look for ways to improve and promote quality; demonstrate accuracy and thoroughness. Assist in the development of indicators, thresholds, study methods and data collection as assigned. Respond to problems/opportunities to improve care/customer service

· Artificial Intelligence - Eager to use Artificial Intelligence to monitor reputations and provide services at scale to all UMP employees

Experience and qualifications:

· Degree in hospitality management, or a related field (or equivalent experience).

· 3+ years of experience in communications, marketing, customer experience, or hospitality service.

· Strong organizational and vendor management skills with attention to detail.

· Excellent writing, interpersonal, and problem-solving abilities.

· Familiarity with online reputation management tools and analytics.

· Professional discretion, especially when dealing with clinician or patient information.

Ideal Candidate

The ideal candidate is a proactive, solutions-oriented communicator who thrives in a fast-paced healthcare environment. They combine digital savvy with a service-minded approach, someone equally comfortable analyzing online feedback and arranging personalized support services to enhance clinician satisfaction.

Why work with UMP:

· Salary Range: $90,000-$115,000/annually

· Robust benefits package

· Annual 401k Safe Harbor contributions

· PTO plan includes paid Holidays, Extended Sick Leave

· CME allowance

· Multiple health plan options

· Dental, Vision, short-term disability, long-term disability, Life Insurance, and others

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include ability to adjust focus.