Patient Resource Specialist
Patient Resource Specialist (Contractor)
The Position:
Position requires working in the Portland office. Relocation / sponsorship assistance will not be provided.
The Patient Resource Specialist (PRS) is one of the first points of contact for most of the business, clinical, and non-clinical calls coming into Genentech. The PRS acts as a team member of the Patient Resource Center (PRC) team, which is part of Access Solutions. The Patient Resource Specialist (PRS) reports to the Patient Resource Supervisor and is an individual contributor.
Key Responsibilities/Accountabilities:
- Analyze the most effective next step in successfully resolving calls, using a large breadth of processes and procedures, while utilizing access to multiple systems and databases.
- Provide customer contact for phoned, emailed and hard copy mailed communications coming into Genentech.
- Resolve all inquiries by assisting, escalating or locating an appropriate resource, and do so within one business day of when the inquiry is received.
- Answer multiple Genentech/Roche customer facing phone lines, including, but not limited to: The main Genentech line (877-GENENTECH), the general Access Solutions line (866-4access), the patient option off Genentech’s Medical Communications line, and several brand lines (Rituxan, Boniva, Tamiflu, Pulmozyme, Xeloda, Pegasys, etc.).
- Receive calls via internal company transfers from multiple sources, including, but not limited to, Genentech Reception, Corporate Relations, Access Solutions, and Customer Service.
- Document all external and internal interactions in the SFDC-Case Management system.
- Provide Genentech’s technical phone support for My Patient Solutions (Access Solutions’ online portal for MD Offices to submit and follow up on patient referrals). The PRS provides MPS tech support to MD offices that utilize MPS, as well as to Access Solutions’ Field Reimbursement Managers, Case Managers, and Foundation Specialists.
- Periodic mandatory overtime throughout the year is required in Access Solutions Operations. This may include, but is not limited to, high referral season (Blizzard, Enrollment renewal), new product or system launches, new line extensions, or any unexpected surge in volume or backlog situations. May include weekends as needed.
Competencies:
- Decision Making
- Communication
- Technical and Business Expertise
- Achieving Results
Recommended Skills and Experiences:
- Bachelor’s degree is preferred.
- 4 years of previous customer service experience and advance call handling.
- Health Care related customer service experience a plus.
- Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
- Familiarity with network/IT concepts, with experience in analyzing technical data, drawing appropriate conclusions, and if needed, recommending appropriate changes.
- Outstanding customer service skills (including ability to handle high volume of escalated calls from various parts of the organization).
- Attention to detail, strong multi-tasking ability, organizational skills, effective time management, and accuracy of data entry.
- One to two years of IT tech support experience.
- Strong independent decision making and problem-solving skills utilized to find creative solutions to unexpected situations and problems.
- Proficiency, or ability to learn and utilize, various departmental computer applications including, but not limited to SFDC-Case Management, Epiphany, GOLF, Epsilon, IRT, SAP, MedWatch.
Who We Are:
A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.
Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.