(contract) Patient Resource Specialist, Access Solutions & Patient Services (portland Or South San Francisco)

Patient Resource Specialist

Multiple roles available. Relocation benefits are not available for this job posting. In this role, applicants would be employed through Kelly, the Managed Service Provider for Genentech's Contingent Workforce, to work on a Genentech assignment. Below are details about the assignment and Genentech.

Location: Portland or South San Francisco. It is preferred that candidates reside in Portland or within 50 miles of Portland.

Work Arrangement: For the first 6 months, the role will be hybrid (3 days a week on site). After that period, depending on performance and business needs, this role may have the opportunity to switch to fully remote.

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, and professional development. 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:

• 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.
• 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.
• Provide technical support for My Patient Solutions and handle international access requests, collaborating with global partners.

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 locations of California is $35 per hour and Oregon is $30 per hour. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.