Patient Navigator (Midwest Region)
About The Position
The Patient Navigator (PN) serves as a primary point of contact supporting patients across their treatment journey, addressing clinical and non-clinical needs, identifying and addressing barriers, providing resource referrals, and coordinating treatment logistics on behalf of patients. In this role, you will apply critical thinking, creative problem-solving, and independent judgment to navigate complex healthcare systems and optimize patient access to care. Public Affairs & Access (PAA) is a multi-disciplinary organization that includes Corporate Communications; Policy, Evidence & Access Strategy; Channel & Contract Management; External Affairs; Patient Experience; and Strategy and Business Operations. Our purpose is to deliver impact through a fully integrated public affairs function that leverages our capabilities and world-class Genentech brand to deliver on our mission for patients and our employees. The CMG Patient Strategy aims to create a holistic, cross-functional approach to deliver a best-in-class patient experience that aligns with the portfolio, technology tools, and consumer-driven patient expectations in a rapidly evolving business landscape.
Requirements
- Bachelor’s degree or equivalent experience.
- 3+ years of healthcare or reimbursement experience.
- Passionate about supporting patients’ on their journey and navigating access to medicines; consumer and patient service oriented
- Deep access and reimbursement acumen, including demonstrated understanding of the healthcare system and stakeholders.
- Demonstrated experience navigating the healthcare ecosystem, including HCP offices, insurance coverage, prior authorizations, specialty pharmacy, and financial assistance programs.
- Demonstrated ability to work in a digital-first environment.
Nice To Haves
- Prior experience supporting complex specialty therapeutics (e.g., oncology, rare disease, or biologics) within patient services, access or hub environments.
- Proven track record of applying critical thinking and empathetic communication to resolve high-friction patient access scenarios.
- Ability to educate healthcare provider staff on access support programs in a compliant, strictly non-promotional manner.
- Familiarity with tracking and driving key operational metrics such as Time to Treatment, Cost per Interaction, and Patient CSAT.
Responsibilities
- Orchestrate support across the end-to-end patient treatment journey, coordinating across HCPs, specialty pharmacies, sites of care, payers, and internal teams to eliminate barriers to care.
- Manage complex, exception-based reimbursement cases, including escalations for benefit verifications, prior authorizations, appeals, and reauthorizations.
- Provide comprehensive insurance and financial education to patients, caregivers, and provider offices regarding coverage options, co-pay support, and patient assistance programs.
- Apply independent judgment to tailor conversations and personalized interventions in scenarios where clear protocols may not exist, while adhering strictly to compliance guardrails.
- Proactively utilize digital tools, patient insights, and key performance metrics (e.g., Time to Treatment, Patient Satisfaction Scores) to continuously optimize outcomes.
- Screen for, capture, and report Potential Adverse Events (PAEs) in strict compliance with organizational and regulatory guidelines.
Benefits
- Discretionary annual bonus may be available based on individual and Company performance.
- Benefits detailed at the link provided below.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
