***Multiple Roles Available***
The Opportunity
The Foundation Navigator (FN) within the Genentech Patient Foundation (GPF) serves as a front-line subject matter expert and primary point of contact for GPF patients with complex challenges, managing high-complexity cases, escalations, and exceptions with a high degree of autonomy while maintaining program integrity. In this role, you will apply independent judgment, critical thinking, and deep subject matter knowledge to address ambiguous patient needs, orchestrate end-to-end support across stakeholders, and effectively influence peers and leadership at all levels to remove barriers and enhance the patient experience.
Key Responsibilities
- Assist patients and providers in enrollment, evaluate patient eligibility across key criteria, coordinate delivery of product, and partner with the PX delivery organization to resolve simple Patient Assistance Program (PAP) cases while maintaining independent GPF decision-making
- Serve as the primary point of contact for GPF patients facing complex challenges including navigation through diversion programs, while coordinating across stakeholders (patients, HCPs, specialty pharmacies, sites of care, payers, and internal teams) to resolve barriers to care and reduce friction in the patient journey
- Provide customer-focused support on escalations and exception-based cases, applying independent judgment within compliance guardrails, elevating when appropriate to senior leadership
- Address patient inquiries with critical thinking to identify effective solutions, provide education aligned to program design, and support patients through transitions resulting from divestments, product discontinuations, or changes in eligibility
- Proactively utilize digital tools, patient insights, and key GPF performance metrics to continuously optimize outcomes
- Embed a culture of compliance, screen for and report potentially reportable events (PREs), support product launches and line extensions, leverage patient feedback to improve individual and program-level experiences, and achieve defined GPF performance metrics while maintaining the integrity and independence of GPF
Who You Are
- Bachelor's degree or equivalenthealthcare 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
Preferred
- 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
Location
This position is Full-Time Remote, within a 100-mile radius of one of the regional hubs: Columbus, OH, or Orlando, FL.
Relocation assistance is NOT available.
The expected salary range for this position based on the primary location of Ohio / Florida is $75,200 - $139,700. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.
*LI-MG5
