Patient Resource Specialist, Access Solutions (Portland or SSF)

Relocation benefits are not available for this job posting.

Roche is a global healthcare group with 94,000 employees in 100 countries, focused on innovation and transforming patients' lives. Genentech Access Solutions, a member of Roche Group, helps patients navigate the insurance process and access medicines, improving their quality of life. Roche values science, technology, innovation, professional development, diversity, and inclusion. The company has a unique culture centered around its people and a vision for greater patient benefit and impact. Join Roche and be part of one of the world's largest biotechnology companies, making a meaningful difference in healthcare.

Your Opportunity:

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.

The Patient Resource Specialist is an Individual Contributor and reports to an Access Solutions Senior Supervisor.

Key Accountabilities

• You will provide direct contact for public inquiries via multiple Genentech communication channels, including phone, email, web chat, and internal company transfers.

• You will 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.

• You will educate patients and their supporters on reimbursement options and ancillary assistance, making referrals to internal and external resources where appropriate.

• You will provide educational resources to patients and providers, support patient marketing programs, facilitate referrals to local professionals, and manage shipments via Genentech Online Fulfillment (GOLF).

• You will 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.

Ideal candidate to live in Portland or within 50 miles of Portland.

Who you are:

Qualifications:

• Bachelor's degree is required.

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

• 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.

The expected salary range for this position based on the primary location of Oregon is $64,000 - $120,000 USD Annual. 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.

Benefits

*LI-MG1