Complex Care Manager

Job Description


Complex Care Managers provide comprehensive care management services to Michigan Medicine patients with complex medical and psychosocial needs.  They possess extensive experience at working with vulnerable adults and/or children and knowledge/skills in accessing programs and resources to address social determinants of health both within and outside of the Michigan Medicine.

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.

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


As a central member of the patients’ multidisciplinary health care team, the Complex Care Manager (CCM) works to engage patients with a focus on improving patient experience, strengthening care teams, improving health and reducing costs.  Care management of complex patients involves advocacy, collaboration and organization of patient care activities to facilitate optimal delivery of health care services. 

Assigned duties and responsibilities include, but are not limited to:

  • Work to facilitate adequate and timely communication between the patient and care team members/providers, particularly during critical periods of transition between inpatient, subacute and community-based settings.
  • Assist patients in achieving optimum stability of health status through service coordination, support, and collaboration with the patient, family members, treating providers, and community agencies. This will include assisting patients when necessary in placing calls, completing applications, and advocating for available services.
  • Assessment of mental, physical, behavioral, cultural, social, functional, and environmental factors and how these factors impact the patient’s ability to access healthcare.
  • Ensure coordination of health-care services across a variety of disciplines and settings as patients transfer between different locations and different levels of care.
  • Facilitate appointment scheduling, arrange non-emergency transportation as appropriate.
  • Assist patient and treatment team in identifying available/appropriate treatment options and opportunities to improve the quality and efficacy of care.
  • Serve as a liaison and internal consultant to other health system staff and departments regarding care management, clinical and community resource issues.
  • Maintain all required documentation of activities in MiChart.
  • Attend medical and specialty appointments with patient when appropriate.
  • Collaborate with PCP and others on the health care team to ensure exchange of critical information including regular updates to the care team via case conference, email or phone.
  • Attend appropriate staff and community meetings such as daily huddles, and other departmental and community meetings as required.
  • Participate in Quality Improvement activities as assigned.

Required Qualifications*

  • Bachelor's Degree in Nursing, Social Work, Psychology or other related field.
  • Two or more years of progressively responsible experience providing care/case management services.
  • Ability to work with patients to identify strengths and barriers and develop an individualized, patient-centered plan of care. 
  • Strong knowledge of common medical conditions, symptoms and treatment.
  • Strong knowledge of community resources and government-funded entitlement programs such as Medicaid, Medicare, Social Security, etc.
  • Excellent interpersonal communication skills.
  • Skill in problem solving, decision-making, and crisis intervention.
  • A commitment to promoting and embracing diversity, equity, and inclusion (DEI) efforts and cultural sensitivity to better serve patients and their families.
  • An understanding of harm reduction principles. 
  • Strong organizational skills and written and verbal communication skills.
  • Dedication to customer service and ability to work within a team-based framework.
  • Excellent interpersonal skills, patient engagement skills and the ability to work independently and collaboratively.
  • Current Case Management certification or the ability to become certified within one year of employment.
  • Demonstrated computer competency.

Desired Qualifications*

  • Experience working with mental health/substance use disorder
  • Strong commitment to social justice work
  • Specific knowledge and relationships with local community agencies and resources
  • Experience working in a large, academic healthcare setting

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 anytime after the minimum posting period has ended.

Vaccine Requirements

COVID-19 vaccinations are required for all students, faculty and staff working in the following areas: Michigan Medicine including the Medical School, Dental School, University Health Service or the Mary A. Rackham Institute.  This includes those working remotely and temporary workers.   More information on this new policy is available on the U-M Health Response.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

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