Patient Navigator (Northeast 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. Genentech is passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society. 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
