Recruitment, Retention, and
Best Practices of Health Career Programs

Cassandra Willis-Abner
University of Michigan Health System
Operations and Service Excellence

Brief Bio-Sketch
Cassandra Willis-Abner is the Associate Director for Operations and Service Excellence at the University of Michigan Health System. Operational scope includes Customer Service Excellence, Paging & Information Services, Entrance Services, Valet Services, Retail Contract Services, Security Services, House Officers Association, Gifts of Art, Comprehensive Healing Music Program and Parking & Transportation Services. Since 2007 she has served as UMHS lead for the design and implementation of transformational service excellence strategies to achieve ideal experiences for patient, family and employee stakeholder groups. She earned her Bachelors Degree (in Organization Psychology) from the University of Michigan and also her Masters Degree in Health Services Administration from UM’s School of Public Health.

She currently serves on the board of several organizations in the metro Detroit area to include The Wellness Plan Medical Centers, The Wellness Plan Foundation, New Center Community Services, as well as on a Board Member Committee for the state’s Primary Care Association. At the national level, Cassandra serves on two committees for the National Association of Community Health Centers and on the National Association of Health Service Executive’s Conference Education Committee.

Research Interests
Mrs. Willis-Abner is interested in research associated with achieving a work culture where ideal experiences are a reality for all stakeholders. She has served in many capacities related to diversity, equity and inclusion.

Contact Information
Email: [email protected]
Phone: 734-232-0720

Mailing Address:
UMHS Service Excellence
2301 Commonwealth 2nd Fl
Ann Arbor MI 48105-5444