Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

The Administrative Specialist within the Office of Patient Experience provides highly responsible, customer-focused administrative and operational support for Patient Facilitated Services (PFS). This role serves as a key coordinator for high-priority patient populations, ensuring a seamless, personalized experience across the continuum of care.

The Administrative Specialist coordinates complex scheduling, specialty appointments, multidisciplinary care itineraries, referral management, and concierge services while serving as a primary point of contact for patients, families, providers, and internal stakeholders. Working collaboratively across clinical and operational departments, this position facilitates care coordination, supports patient access needs, and helps navigate complex healthcare services with efficiency, professionalism, and discretion.

This hybrid position requires both remote and on-site support, including coordination and facilitation of designated patient visits and experiences through wayfinding assistance, patient escorts, arrival coordination, and collaboration with guest services and security, as well as participation in after-hours and urgent patient support coverage as needed.

The ideal candidate demonstrates exceptional communication, organizational, problem-solving, and relationship-management skills, with the ability to independently manage multiple priorities in a fast-paced healthcare environment while maintaining the highest standards of customer service and patient-centered care.

Patient Facilitation, Care Coordination and Concierge Services

• Coordinates and facilitates services for designated Patient Facilitated Services (PFS) populations, including major donors, Regents, executive leaders, strategic partners, and other approved constituents
• Coordinates specialty appointments, ancillary services, complex scheduling needs, multi-specialty itineraries, second opinions, and destination medicine services.
• Serves as a primary point of contact for assigned patients and families to ensure a seamless and personalized care experience.
• Assists with care coordination across outpatient, inpatient, procedural, diagnostic, and support services.
• Facilitates urgent and time-sensitive requests while maintaining alignment with Michigan Medicine policies and operational standards.

Relationship Management and Stakeholder Collaboration

• Partners with Medical Development, Ambulatory Care Services, Government Relations, executive leadership, and clinical departments to support priority patient populations.
• Serves as a liaison between patients, families, physicians, operational leaders, and support departments.
• Supports grateful patient engagement efforts, development notification workflows, leadership visit coordination, and service recovery initiatives.
• Maintains strong relationships with internal and external stakeholders while managing sensitive and high-profile situations with discretion and professionalism.

In-Person Support and Program Operations

• Provides on-site support for designated patient visits and experiences, including wayfinding assistance, escorts, arrival coordination, and coordination with guest services and security as needed.
• Supports implementation of the future-state tiered PFS model and expanded service offerings.
• Assists with maintaining referral pathways, operational workflows, contact databases, and service standards.
• Participates in after-hours and urgent patient support coverage as required.

Program Tracking, Reporting and Process Improvement

• Maintains documentation and tracking of patient referrals, interactions, outcomes, and service utilization.
• Supports closed-loop communication and follow-up processes.
• Assists with program reporting, productivity measures, and service utilization tracking.
• Identifies operational improvement opportunities and participates in implementation of process enhancements.

Resource Management and Special Projects

• Maintains knowledge of Michigan Medicine services, referral processes, clinical resources, and operational contacts.
• Participates in implementation activities related to the future-state PFS model, medical group integration, and strategic initiatives.
• Supports development and maintenance of program resources and operational tools.

• Bachelor's degree or equivalent combination of education and experience.
• Minimum five years for Senior level (minimum of three years for Intermediate level) of healthcare, patient services, care coordination, hospitality, concierge services, patient experience, development, or related experience.
• Demonstrated ability to coordinate complex patient needs across multiple specialties and operational departments.
• Strong interpersonal, communication, customer service, and relationship-building skills.
• Ability to work effectively with physicians, nursing, administrative leadership, development staff, and operational partners throughout Michigan Medicine.
• Demonstrated ability to exercise sound judgment and discretion when managing sensitive, confidential, and high-profile situations.
• Strong organizational skills with the ability to manage multiple priorities and changing deadlines.
• Ability to work independently and effectively problem-solve in a fast-paced environment.
• Ability to maintain an on-site presence and adjust work schedules as needed to support patient and program needs.
• Ability to participate in after-hours support and urgent patient coordination activities as required.

• Experience working in an academic medical center.
• Experience with donor relations, concierge services, VIP services, executive support, patient navigation, or patient experience programs.
• Knowledge of Michigan Medicine departments, clinical operations, ambulatory services, and referral pathways.
• Experience supporting program operations, reporting, service tracking, or process improvement initiatives.
• Familiarity with development operations and grateful patient programs.

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world?s most distinguished academic health systems.  In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.