Patient Foundation Navigator, Southern Stars – Northeast Region

Job Description:

• Assist patients and providers in enrollment and evaluate patient eligibility across key criteria
• Coordinate delivery of product and partner with the PX delivery organization to resolve simple Patient Assistance Program cases
• Serve as the primary point of contact for patients facing complex challenges, including navigation through diversion programs
• Coordinate across patients, healthcare providers, specialty pharmacies, sites of care, payers, and internal teams to resolve barriers to care
• Provide customer-focused support on escalations and exception-based cases, applying independent judgment within compliance guardrails
• Address patient inquiries with critical thinking, provide education aligned to program design, and support patients through eligibility or product-related transitions
• Utilize digital tools, patient insights, and key performance metrics to optimize outcomes
• Screen for and report potentially reportable events, support product launches and line extensions, and leverage patient feedback to improve experiences
• Achieve defined Genentech Patient Foundation performance metrics while maintaining program integrity and independence

Requirements:

• Bachelor's degree or equivalent healthcare experience
• 3+ years of healthcare access experience with demonstrated ability to learn and apply healthcare access principles
• Exceptional attention to detail, critical thinking, and analytical skills with proven ability to communicate effectively
• Strong independent decision-making and problem-solving skills to find creative solutions in unexpected situations, often with no guiding SOPs or processes
• High degree of empathy with a passion for supporting patients navigating access to medicines; consumer and patient-service orientation
• Demonstrated ability to work in a digital-first environment and manage competing priorities under pressure
• Prior experience managing complex specialty therapeutics (oncology, rare disease, or biologics) in patient services, access, or hub environments
• Proven track record applying critical thinking and empathetic communication to resolve high-friction patient access scenarios
• Familiarity with tracking and driving key operational metrics such as Patient Satisfaction Scores
• Experience navigating healthcare ecosystems including insurance coverage, prior authorizations, specialty pharmacy, and financial assistance programs
• Bilingual in English / Fluent in Spanish (preferred)

Benefits:

• A discretionary annual bonus may be available based on individual and Company performance
• Benefits detailed at the link provided below