CCA DIRECTOR OF CONCIERGE APEX SERVICE AND NETWORK INTEGRITY

AtCooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs.  Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.

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The CCA Director of Concierge Apex Services & Network Integrity oversees programs that help patients navigate the healthcare system, access services, and receive a high-quality, personalized care experience. The role combines patient advocacy, operational leadership, and customer service management. Develop and maintain concierge service programs that enhance the patient’s experience.  Ensure Apex members and families receive personalized support throughout their healthcare journey.  Monitor member’s satisfaction metrics and implement service improvements. Address and resolve escalated patient concerns and complaints.  Establish performance standards and service protocols.  Manage staffing schedules and departmental operations.  Foster a culture of compassion, professionalism, and patient-centered care.  This role is responsible for care coordination and navigation services. Oversee patient navigation services, including appointment scheduling, referrals, and access to specialists. Coordinate communication between patients, providers, and administrative departments.  Facilitate smooth transitions of care and assist with complex patient needs.  Support patients in understanding healthcare services, resources, and treatment plans.
Develop and implement policies, procedures, and service standards. Ensure compliance with healthcare regulations, privacy requirements, and organizational policies. Monitor service quality, productivity, and operational efficiency.  Manage departmental budgets, resources, and vendor relationships. This role will be responsible for strategic planning and program development. Will design and implement initiatives to improve patient access and engagement. Collaborate with clinical and administrative leadership to enhance service delivery. Analyze patient feedback and operational data to identify opportunities for improvement. Lead projects related to patient-centered care and concierge program expansion. Responsible for community and relationship management by building relationships with physicians, healthcare providers, senior leadership and community organizations. Responsible for promoting concierge services to patients and stakeholders. Support outreach and patient engagement initiatives.
This role oversees CCA Clinical Primary Care Scheduling Advocates for Camden & Cape, transportation, concierge services & integrates clinical insight with operational execution. Functioning as a high priority connector across CCA & Cooper Organization to remove access barriers while maintaining network integrity, regulatory compliance, and clinical quality standards.  This role will function as direct contact and execution for supporting Apex 24/7, Cooper’s Foundation and concierge members and services. This role will provide hands-on operational oversight, ensure high touch member experience, and support care coordination and service delivery aligned with concierge service expectations.
Serve as a clinical informed escalation point for high risk, complex, or time sensitive specialty access cases. Ensure specialty access decisions support clinical quality, patient safety, and appropriate care pathways. Ensure patients referred for specialty care are scheduled within the CCA and Cooper affiliated network in accordance with clinical and operational standards. Monitor and reduce inappropriate out of network leakage while supporting clinically appropriate patient access. Balance immediate access needs, long-term network sustainability and quality outcomes. This role would work with the finance director to track, analyze access and clinical network integrity metrics including referral to appointment turnaround time and network leakage by specialty to ensure the team improves resolution outcomes.  Responsible to identify systemic and operational gaps impacting access for patient care. Present findings and improvement strategies to CCA clinical and executive leadership. 
Ability to communicate with clinicians, patients, visitors, foundation donors, SLT, VIP and ELT when needed.  4-8 years’ direct experience in customer service with 3-5 years in concierge medicine and the ability to handle, the ability to exercise sound administrative judgement when needed, a forward thinker and embrace innovation to creatively solve problems and serve as the subject matter expert for high quality customer service.  The role assumes responsibility to ensure access to care is met within the Cooper Integrated Specialist Network.
Must demonstrate adaptability and flexibility while working within a fast-paced, ever-changing environment. Must have excellent time management, leadership aptitude, and organizational skills. Excellent listening and communication skills are required.  Excellent escalation skills in handling customer concierge & primary care complaints independently and assist clinicians with patient escalations. Must have experience with an EHR, computer skills, knowledge of patient scheduling and scheduling templates, the ability to work independently, creatively solve problem problems, compassionate and establish effective relationships. Knowledge of medical terminology required. Experience with hospital outpatient registration and third-party payers’ requirements strongly preferred. 

Oversee daily scheduling functions for Concierge and Primary Care Medicine providers. Enhance overall patient experience through streamlined processes.
•    Monitor and optimize appointment templates, provider schedules, and panel management.
Supervise and mentor scheduling coordinators, advocates and concierge staff.
Work with CCA clinicians and patients to schedule high-priority appointments for primary, specialty, and APEX 24/7 appointments to ensure clinical integration occurs within the Cooper Health System.
Provide strategic expertise and leadership to the Cooper Care Alliance Initiatives, including the development and execution of onboarding of new providers, communications of services provided to new providers 
Provide training and continuous improvement support for scheduling workflows and tools
Develop and leverage relationships with partner organizations and stakeholders and identify and mitigate risks related to patient access, provider utilization, and scheduling inconsistencies.
Ensuring CCA clinicians and Cooper appointments are kept within the Cooper Integrated Specialist Network.
High priority issue escalation and resolution
Meet new onboarding providers coming into CCA practices to ensure successful integration of Cooper Specialist Network continues. 
Cross‑functional collaboration and influence. Patient-centered decision making with strong communication and leadership skills. 
Enhanced patient and provider experience & reduced out of network leakage
Must have efficient analytical skills, and computer literacy to manage tasks well.  Strong medical terminology and EHR 
Accommodate requests from the physician/clinicians to schedule appointments for emergency cases.
Communicate well with all the team members to execute appointments that are scheduled. 
Develop the processes to run and manage the program smoothly and efficiently.
Resolve conflicts in the best possible manner. Demonstrate leadership and team building skills.

Involve occasional after-hours coordination depending on operational needs
Obtain and verify personal, demographic, and financial information for each patient and enter all necessary information into the practice management system
Delivers an exceptional experience to patients, customers, and physicians/clinicians on a consistent and timely manner.
Function as a working Director with direct responsibility for supporting Apex and Foundation concierge members.
Ability to communicate with clinicians, patients, visitors, foundation donors, VIP and ELT when needed.
All other duties as assigned. 

3-5 Years Required

Bachelors Degree Preferred

Master's Degree Preferred