Genentech Patient Foundation Navigator (Southern Stars & Northeast Region)

***Multiple Roles Available*** Why Genentech ​​​​​We’re 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 (including the independent 501c3 Genentech Patient Foundation); 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.

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.

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 equivalent healthcare 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