Patient Foundation Navigator, Southern Stars – Northeast Region

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Support patients and healthcare providers in enrollment and assess patient eligibility based on essential criteria.

• Facilitate the delivery of products and collaborate with the PX delivery team to address straightforward Patient Assistance Program cases.

• Act as the main contact for patients confronting intricate challenges, including navigating diversion programs.

• Coordinate with patients, healthcare providers, specialty pharmacies, care sites, payers, and internal teams to eliminate barriers to care.

• Deliver customer-centric support on escalated issues and exceptional cases, utilizing independent judgment within compliance frameworks.

• Respond to patient inquiries using critical thinking, offer education in line with program design, and assist patients during eligibility or product-related transitions.

• Leverage digital tools, patient insights, and key performance metrics to enhance outcomes.

• Identify and report potentially reportable events, assist with product launches and line extensions, and utilize patient feedback to enhance experiences.

• Meet established Genentech Patient Foundation performance metrics while ensuring program integrity and independence.

⛳️ Requirements

• A bachelor's degree or equivalent experience in healthcare.

• Over 3 years of experience in healthcare access, demonstrating the ability to learn and apply healthcare access principles.

• Outstanding attention to detail, critical thinking, and analytical capabilities with a proven ability to communicate effectively.

• Strong independent decision-making and problem-solving abilities to develop creative solutions in unforeseen circumstances, often without guiding SOPs or procedures.

• High level of empathy with a dedication to assisting patients in accessing medications; oriented towards consumer and patient service.

• Proven experience working in a digital-first environment and managing competing priorities in high-pressure situations.

• Previous experience handling complex specialty therapeutics (oncology, rare disease, or biologics) in patient services, access, or hub settings.

• Established record of employing critical thinking and empathetic communication to resolve challenging patient access situations.

• Familiarity with tracking and managing 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

• An annual discretionary bonus may be available based on individual and company performance.

• Benefits are detailed at the link provided below.