CCA Director of Concierge Apex Service and Network Integrity

About Us

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.

Discover why Cooper University Health Care is the employer of choice in South Jersey.

Short Description

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…