Project Manager Senior/Intermediate

Michigan Medicine; Ann Arbor (MI); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Michigan Medicine in Ann Arbor is seeking a Patient Experience Partner to advance patient-centered initiatives across the health system. You will build trusted partnerships with leaders and translate patient feedback into actionable insights for performance improvement.

This hybrid role requires collaboration, strong communication, and data-driven decision making to elevate patient and family-centered care across the organization.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Healthcare experience in patient experience, customer service, program development, project management, communications, or operations.
• Strong interpersonal and communication skills with faculty, staff, patients, and families.
• Experience building effective working relationships and translating feedback into action.
• Significant experience working with data and using data to drive decisions.
• Ability to analyze information and implement data-driven decisions.
• Excellent oral and written communication skills.

Responsibilities

• Act as a Patient Experience Partner by developing strategic relationships with leaders to advance PX goals.
• Identify opportunities, provide guidance, translate feedback into actionable insights.
• Lead and support Patient Experience Improvement Sprint activities with unit/department leaders.

Skills

Bachelor's degree

Healthcare experience

Interpersonal skills

Stakeholder relationships

Data analytics

Information analysis

Data-driven decisions

Communication skills

Education

Bachelor's degree

Masters degree

Job description

Mission Statement

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.

Job Summary

The Office of Patient Experience strives to ensure an ideal experience for every patient, every time, across the Michigan Medicine Health system. We define the patient experience as delivering the safest, highest-quality care that is patient and family centered, supported by an engaged workforce, and consistently experienced throughout the continuum of care.

The Patient Experience Partner serves as a strategic advisor and project manager, building trusted partnerships with subsegment, unit, and department leaders to advance patient experience priorities across Michigan Medicine. Leveraging patient feedback, experience data, and organizational priorities, this role provides consultation and performance improvement support to identify opportunities, strengthen collaboration, promote accountability, and drive meaningful, sustainable improvements in patient- and family-centered care.

Responsibilities

(75%) Act as a Patient Experience (PX) Partner by developing and maintaining strategic relationships with associate-level, unit, department, and service-line leaders. Serve as the primary relationship owner and trusted advisor for patient experience initiatives within assigned areas, providing consultation, guidance, and support to advance organizational patient experience goals.

• Strengthen engagement and collaboration through regular participation in subsegment MPLAN meetings, ongoing leadership touchpoints, and coordination of patient experience priorities across operational areas.
• Provide consultation, strategic guidance, and leadership support by identifying patient experience trends, barriers, and opportunities, and connecting leaders with appropriate resources, expertise, and solutions.
• Translate patient feedback, experience data, and emerging themes into actionable insights that elevate the patient and family voice and inform operational decision-making and improvement strategies.
• Foster accountability and provide ongoing partnership, follow-up, and support to ensure improvement efforts result in meaningful, measurable, and sustainable outcomes.

(25%) Lead and support Patient Experience Improvement Sprint activities by partnering with unit and department leaders to identify opportunities, implement improvement strategies, and drive sustainable enhancements in the patient and family experience.

• Lead improvement sprint activities through observations, coaching, leadership engagement, action planning, recommendations, and sustainment efforts.
• Develop and maintain trusted partnerships with unit and department leaders to understand operational needs, identify improvement opportunities, and implement strategies that enhance the patient and family experience.

Required Qualifications

• Bachelors degree or equivalent combination of education and experience
• Professional experience in healthcare including direct experience in patient experience, customer service, program development, project management, communications, and/or operations management
• Strong interpersonal skills
• Experience in establishing and maintaining effective working relationships with faculty, staff, patients and families
• Significant experience with data
• Ability to analyze information
• Implement data driven decision making
• Excellent oral and written communication skills

Desired Qualifications

• Masters degree (MPH, MSW, etc.)
• Four plus years of professional experience in healthcare including direct experience in patient experience, customer service, program development, project management, communications, and/or operations management

Why Join Michigan Medicine?

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

Modes of Work

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 is a hybrid position that requires at least 50% onsite presence at Michigan Medicine locations, with the remaining time worked remotely based on business needs and departmental guidelines.

Underfill Statement

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

Background Screening

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.

Application Deadline

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.

U-M EEO Statement

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.