(Contract) Patient Resource Specialist, Access Solutions & Patient Services (Portland or South San Francisco)

Genentech • Lake Oswego, OR

14d • $30 - $35 • Hybrid

About The Position

The Patient Resource Specialist acts as Genentech’s centralized, primary point of contact for anyone seeking information or assistance across the entire Roche portfolio, resolving individual concerns and facilitating connections to additional support.

Requirements

• Bachelor's degree is required.
• Strong critical thinking, independent decision-making, and problem-solving skills to find creative solutions to unexpected situations, often without guiding SOPs or processes.
• Advanced investigational and analytical abilities, with proven effective communication skills in both written and verbal formats.
• Outstanding customer service skills, including handling escalated calls from various parts of the organization, such as the CEO’s office. Familiarity with network/IT concepts and experience in analyzing technical data to draw conclusions and recommend changes

Nice To Haves

• Reimbursement experience preferred with knowledge of the managed care industry.

Responsibilities

• Provide direct contact for public inquiries via multiple Genentech communication channels, including phone, email, web chat, and internal company transfers.
• Analyze the most effective next steps in resolving inquiries using independent judgment, critical thinking, and extensive knowledge of service offerings. You will also access multiple systems and databases while tracking and documenting all interactions.
• Educate patients and their supporters on reimbursement options and ancillary assistance, making referrals to internal and external resources where appropriate.
• Provide educational resources to patients and providers, support patient marketing programs, facilitate referrals to local professionals, and manage shipments via Genentech Online Fulfillment (GOLF).
• Establish relationships with internal stakeholders and Ecosystem field partners, manage Patient Speaker Programs, and support Customer Engagement. Additionally, you will provide technical support for My Patient Solutions and handle international access requests, collaborating with global partners.

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees