DIRECTOR, CONSUMER NAVIGATION

Clinical Access Center/Consumer Navigation

Full-Time, Salary, Benefits

Summary of Position:
Leads the strategic vision and day-to-day operations of Summa Health's consumer navigation program-a differentiated, concierge-style healthcare experience designed to meet consumers where they are. Reporting to the VP, Clinical Access and Navigations, is accountable for delivering a 3-Tier Support Model that spans universal digital guidance, risk-stratified activation, and high-touch clinical navigation. Ensures that every consumer interaction reflects the Connected Care philosophy: intelligent, proactive, and whole-person support that drives better outcomes, lower cost, and less provider burden.

Minimum Qualifications:

1. Formal Education Required:
a. Bachelor's degree in healthcare administration, nursing, public health, or a related field required.
b. Master's degree (MHA, MBA, MSN, or MPH) strongly preferred.

2. Experience and Training Required:
a. Minimum of five (5) years of progressive leadership experience in healthcare operations, care management, or patient access.
b. Demonstrated experience building or leading a consumer navigation, care coordination, or concierge health service program.
c. Familiarity with payer structures, benefits navigation, and care pathway design.
d. Experience working across a tiered-intensity care model preferred.

3. Other Skills, Competencies and Qualifications:
a. Consumer experience orientation: proven ability to design and deliver high-touch, service-first healthcare experiences.
b. Clinical and health literacy: broad knowledge of care pathways, diagnostics, and referral processes sufficient to guide clinical navigation teams.
c. Systems and network fluency: deep familiarity with payer rules, provider networks, benefits optimization, and care coordination across settings.
d. Data and digital fluency: proficiency with CRM/care management platforms, navigation metrics, and AI-assisted gap identification tools.
e. Strategic acumen: ability to translate the Connected Care vision into operational programs, articulate ROI, and scale successfully.
f. Change leadership: track record of leading teams through operational transformation and building cultures of continuous improvement.
g. Strong communication, organizational, and problem-solving skills.
h. Population Specific Competency: Ability to effectively engage consumers across diverse populations with sensitivity to social determinants of health, cultural differences, and health equity considerations.
4. Level of Physical Demands:
a. Sedentary: Exerts up to ten pounds of force occasionally and/or a negligible amount of force frequently. Position is primarily administrative with light physical demands typical of a hybrid office environment.

$49.78/hr - $74.68/hr

The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.

Summa Health offers a competitive and comprehensive benefits program to include medical, dental, vision, life, paid time off as well as many other benefits.

• Basic Life and Accidental Death & Dismemberment (AD&D)
• Supplemental Life and AD&D
• Dependent Life Insurance
• Short-Term and Long-Term Disability
• Accident Insurance, Hospital Indemnity, and Critical Illness
• Retirement Savings Plan
• Flexible Spending Accounts - Healthcare and Dependent Care
• Employee Assistance Program (EAP)
• Identity Theft Protection
• Pet Insurance
• Education Assistance
• Daily Pay

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