Submitting a Ticket through ZenDesk: The HCA Digital Operations Online Help Desk

By: Hannah Brown

How to Submit a Ticket on ZenDesk

The Digital Marketing Operations Team is excited to introduce Zendesk. Zendesk is an online help desk that allows HCA practices and marketing teams to easily submit any update requests or questions regarding their online listings, Binary Fountain or general reputation management to HCA’s Digital Marketing Operations Team. After a user submits a ticket, a member of the team will follow up regarding the request within 24 hours.

Going forward, we ask that you use this online help desk to:

  • Claim or update online profiles for your hospital, service lines, practice or physicians.
  • Inquire about responding to a review
  • Report a duplicate online profile for removal
  • Contest or hide an online review
  • Make updates to Binary Fountain
  • Provide general feedback to our team
  • ….and much, much more. When in doubt, fill it out!

Here is how to submit a request through Zendesk:

  1. Go to https://hcadigital.zendesk.com. Please note: You do not need to log in.
  2. Click Submit a Ticket.
    zendesk1
  3. Select the type of request you are submitting: Online Business Listings, Binary Fountain, Reviews or Miscellaneous.
    zendesk2
  4. Select a sub-category for your request under the request options.
    zen desk 3
  5. Complete a request form, detailing all relevant information. The following fields are required and must be completed in order to submit a request:
    1. Your name
    2. Your email
    3. Your division
    4. Your location name
    5. A detailed description of the issue

After submitting a request, a member of our dedicated team will follow up with you within 24 hours and continue to provide regular updates on the progress of your request via email. Multiple team members are available to assist with your requests or filter them to the correct people. Additionally, users also have access to a library of digital marketing toolkits to reference at their convenience.

With your help, we look forward to providing a faster, more transparent and more structured support system to better serve you. If you have any questions, please contact Hannah.brown@hcahealthcare.com.

 

How to Contest a Review

By: Jael Teme

There are four types of online reviews—the positive ones, the negative ones, the neutral ones and the ones that don’t belong on your review page.

Ensure your review page accurately reflects your facility and providers by contesting the reviews that need to be removed from the page.

Types of Reviews You Should Contest

  1. Reviews about a different practice/physician1PNG
  2. Reviews about someone who no longer works at your practice
  1. Reviews that blame the physician for an extraordinary medical issue or issues out of their control

For example, a review blaming a physician for missing a cancer diagnosis that two other physicians also missed could be a contestable review.

  1. Reviews that are off-topic, spam or advertising

Your credibility might suffer if your page has many off-topic or spam reviews. Here’s an example of an off-topic review:

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    5. Reviews that contain hateful, violent or inappropriate content

How to Contest a Review­­

Google My Business

Go to your Google My Business page, scroll down to the review you would like to contest and click the flag at the bottom of the review.

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Select the reason you are contesting the review. Click Submit.

5Yelp

Go to your Google My Business page, scroll down to the review you would like to contest and click the flag at the bottom of the review.

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Select the reason you are flagging the review. You will also see a text box where you can explain in detail why the review should be removed.

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Vitals

To contest a review on Vitals, email support@vitals.com. Include the name of the physician, a link to his/her vitals profile, and the date (and a screenshot, if possible) of the contested review(s). Explain why you want to contest the review. Vitals will respond via email with its decision.

Foursquare

Go to foursquare.com and log in to your account. Select your location and Preview Location. Scroll down until you see your practice’s Tips. Identify the Tip you wish to contest and hold your mouse near the bottom-left corner until you see the word Report appear. Click “Report.”  A menu will appear. Select the reason you are reporting the review.

If you need help contesting a review or are not sure if you should contest it, don’t hesitate to reach out to the reputation management team.

Using Foursquare Analytics

By: Hannah BrownfoursquareDo you know how to easily view and track data and analytics from your Foursquare listing? Foursquare gives listing managers the option to see information and stats on who is visiting their location. Metrics range from unique or first-time customers who visited your listing, to people who have liked or saved your location on Foursquare.

To get started tracking your listings data, log in to your Foursquare account. In Manger Mode, select See Customer Stats, under the section Your Business Listing. From there, you will be able to view analytics for your location.

foursquare

In the Real World Analytics section, you will be able to see how many customers in total have visited your venue listing on Foursquare. Totals visits are also broken down on a month to month basis so you can see which months were the most popular.

foursquare

A unique user visit is defined as an individual visitor to your Foursquare listing, regardless of the number of times they revisit the listing, who has interacted with something on your page (e.g. comments, likes, clicks, etc.) In contrast, you can also view first-time visitors to your listing on a month-to-month basis.

foursquare

Additionally, you can see recent and top visitor names to help you better understand who to connect with offline and online.

foursquare

In the Overview section, you will be able to see who has followed, liked, saved or disliked your listing. This section should help you to understand what you are doing right, and when you have done something wrong (like put up an incorrect phone number) on your listing.

foursquare

How to Order Window Clings: Foursquare, Yelp, Angie’s List and Google

By: Emily Williams

how to order window clings from foursquare, angie'sl list, yelp, and google

One way to encourage patient interaction on review sites is by putting window clings on the front door or window of a practice. The stickers let the patient know you have a presence on these sites, and it reminds them to leave a review. Consider requesting these window clings and putting them in a visible location near your front door, reception desk or check-out counter.

The following sites offer window clings for your practice:

Foursquare
Foursquare Sticker Request Form
Cost: Free

foursquare window cling sticker 

 Yelp
Yelp Sticker Request Form
Cost: Free

yelp window cling sticker

Angie’s List
Angie’s List Sticker Request Form
Cost: Prices start at $8.45

angie's list window cling sticker 

Google
Google Third-party Sticker Request Form
Cost: Prices start at $12.95

google window cling sticker

Google sends an official “Review Us” sticker when a company verifies a listing on Google Plus.  Right now, it is not possible to purchase more stickers directly from Google. If you need more Google stickers, you can order them through a third party site like Follow Me Sticker.

Steps for Onboarding a New Physician Online

Do you know how to update your online profiles and website when a new physician joins your practice? If you have made the effort to keep your online profiles updated with the correct practice and physician information, it is important to continue your hard work by noting this addition. Follow the steps below to properly onboard your new physician online:

Website

Submit a service cart request to add your physician to your practice website.

Google My Business

Search for your new physician on Google My Business to locate their profile.

  • If your physician has a Google My Business profile, there are 3 possible scenarios:
    1. If the profile has one or more negative reviews that require a response, you will need to claim the listing under your practice Gmail in order to respond (To do this, please refer to the Google My Business Toolkit).
    2.  If the profile lists incorrect information (location, phone number, etc.), you will need to edit the profile without claiming it (To do this, please refer to the Duplicate Profiles Toolkit).
    3. If the profile has no reviews and all the information listed is correct, do not claim or edit the profile. Save the URL for your records and check it monthly for new reviews.
  • If your physician does not have a Google My Business profile, do not create one.

Yelp

Search for your new physician on Yelp to locate their profile.

  • If your physician has a Yelp profile, report it as a duplicate of your business profile (To do this, please refer to the Duplicate Profiles Toolkit).
  • If your physician does not have a Yelp profile, do not create one.

Foursquare

Search for your new physician on Foursquare to locate their profile.

  • If your physician has a Foursquare profile, report it as a duplicate of your business profile (To do this, please refer to the Duplicate Profiles Toolkit).
  • If your physician does not have a Foursquare profile, do not create one.

Angie’s List

Log into you Angie’s List account and search for your new physician to locate their profile.

  • If your physician has an Angie’s List profile, click Contact Us at the top. Fill in the required information and explain that the business has closed. For Category, select Removing business from Angie’s List from the drop-down options.
  • If your physician does not have an Angie’s List profile, do not create one.

Healthgrades

Search for your new physician on Healthgrades to locate their profile.

  • If your physician has a Healthgrades profile, follow the steps to claim it (To do this, please refer to the Healthgrades Toolkit).
  • If your physician doesn’t have a Healthgrades profile, email physiciansupport@healthgrades.com from your Practice Gmail to add your provider to Healthgrades. Make sure to include their NPI# and DOB in the email body for verification purposes.

Vitals

Search for your new physician on Vitals to locate their profile.

  • If your physician has a Vitals profile, follow the steps to claim it (To do this, please refer to the Vitals Toolkit).
  • If your physician doesn’t have a Vitals profile, email support@vitals.com from your Practice Gmail to add your provider to Vitals. Make sure to include their NPI# and DOB in the email body for verification purposes.

Remember to check all of your online profiles at least once a month to make updates and monitor new reviews. It is important to update your online presence every time something changes at your practice to keep your patients accurately informed.

How to Remove Online Profiles for Closed Businesses

Do you know what to do with your business’s online profiles if it closes? If you have made the effort to keep these profiles updated with correct information, you should continue this care even if your business closes. Here are some guidelines and steps to take for removing your business profiles from key online review sites.

Some sites will not allow you to remove a profile, but will allow you to mark the business as closed instead.

Google My Business
  • Report your business as closed and delete the profile from your account. It will still be visible on Google, but will be labeled as closed.
    1. Log into your Google My Business account and select the page you want to remove. At the bottom of the Edit page, click Report problems with this page. Fill in the required fields, check the Business Status (closed or moved) box, and then click Next to submit.
    2. Return to the page dashboard and click the gear symbol in the top right corner. Choose Settings from the drop-down menu. Scroll to the bottom of the Settings page and click Delete page to remove it from your account.
Yelp
  • Contact Yelp to report your business as closed. This will remove the profile entirely from the site and your account.
    1. Email Yelp Support (feedback@yelp.com) from the email address associated with your account and explain that your business has closed. Include the link to the profile for verification purposes.
Foursquare
  • Mark your business as closed. The listing will remain on Foursquare and in your account, but will be labeled as closed to the public.
    1. Log into your Foursquare account and select to use Foursquare as your business listing. Click Manage your listing to go to the Edit page. Once there, scroll to the bottom and click the Advanced Tools drop-down arrow. Choose Close this location.
Angie’s List
  • Report your business as closed. This will remove the profile entirely from Angie’s List and your account.
    1. Log into your Angie’s List Business account and click Contact Us at the top. Fill in the required information and explain that the business has closed. For Category, select Removing business from Angie’s List from the drop-down options.

It’s important to update your online presence if your business closes. Removing profiles from key online review sites is a good place to start, but don’t forget to shut down your social media pages and website as well.

Social Media Image Size Cheat Sheet

Your profile and cover photos are the first things people see when they land on your page on any social media site. Don’t let disproportionate or pixelated images skew people’s first impression of your practice. Use this simple cheat sheet to make sure your photos fit perfectly on every profile.

SocialMediaImageSizeCheatSheet-01