Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Care Navigator is responsible for providing care navigation support to assigned accounts, patients, and consumers using Exact Sciences products or intending to use them. Working cross-functionally throughout Exact Sciences, this role supports health systems and patients to deliver a high level of customer service and ensure positive patient outcomes. The role focuses on executing established workflows and providing routine assistance under general supervision.

The Care Navigator will be an exceptionally compassionate, creative, and motivated healthcare professional with a passion for serving patients, and a deep understanding of the healthcare ecosystem, from primary to specialty care. It is imperative that the Care Navigator possess exemplary customer service skills, have a demonstrated ability to work independently while following the regulation/guardrails, and function effectively as a member of the Exact Sciences team. The Care Navigator will be required to collaborate with teams, such as Customer Service, Commercial Reps, Medical Affairs, Finance, and Legal.

This position will be based at the Tokyo office, with occasional work at contracted clinics.

The Care Navigator will need to understand not only the technical and clinical aspects of the services that Exact Sciences offers but also possess the ability to communicate professionally and effectively with all individuals, including external vendors and other internal Exact Sciences personnel.

The Care Navigator’s responsibilities include developing relationships with health care providers, health care systems, vendors and patients, understanding and identifying various community resources, as well as developing and maintaining care navigation workflows based on best practices and the latest local regulations. The Care Navigator provides guidance and information regarding the Care Navigation service as their primary responsibility. In addition to that, it is expected in this role that guiding consumers with insightful information to navigate them with clinics per request. In this role, they will liaise with cross-functional internal and external teams to maintain a high level of customer service and ensure positive customer experience.

Essential Duties

Include, but are not limited to the following:

• Support implementation of established care navigation workflows for health systems to ensure smooth operational processes.
• Respond to routine inquiries following standard procedures and escalate complex issues promptly when necessary.
• Provide accurate information and guidance on care navigation services and operational support to health care system under supervision.
• Maintain complete and accurate records and documentation in compliance with company policies.
• Collaborate with internal teams to address customer needs and inquiries from customers, demonstrating strong customer service and communication skills while incorporating feedback from customers and managers.
• Build and maintain effective relationships to foster trust and collaboration.
• Manage multiple tasks simultaneously while staying organize and maintaining a strong sense of urgency to meet deadlines.
• Follow established processes and provide constructive feedback when requested to improve customer experience.
• Work closely with team members to ensure timely and accurate support for patients and health systems.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Attend work regularly and reliably.
• Ability to work in front of a computer screen and perform typing for approximately 90% of a typical working day.
• Ability to work on computer and phone communication simultaneously.
• Ability to use a telephone through a headset.
• Regular and reliable physical attendance at the Tokyo office. 
• Ability to travel and work outside the Tokyo office as needed, including visits to contracted clinics. May include overnight/weekend travel if needed. 

Minimum Qualifications

• Bachelor’s degree in medical, welfare, or related field.
• Work experience in medical or welfare field (2+ years preferred).
• 2 years of clinical experience working in health care systems.
• Basic knowledge of medical and insurance systems.
• Flexibility to accommodate diverse cultures and backgrounds.
• Experience working in a team.
• Strong communication and interpersonal skills.
• Ability to think and act from the patient's perspective.
• Problem-solving skills with appropriate reporting, communication, and consultation to supervisor.
• Fluency in Japanese (native or equal to N1 level) and sufficient English capability to read commonly used computer system language and internal materials, plus to communicate verbally and in writing.
• Proficient computer skills including internet navigation, email usage, and word processing, and our internal operational systems.
• Proficient in Microsoft Office including PowerPoint and Excel.
• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Preferred Qualifications

• Prior experience working in care navigation (patient support, etc.).
• Experience working with cancer patients (oncology, chemotherapy division preferred).
• Experience in Quality, Population Health, Community Health, or Care Navigation within health care systems.
• Qualifications as a nurse, social worker, or medical administrator are a plus.
• Clinical degree or certification, e.g., Clinical Psychologist, Certified Psychologist, Certified Genetic Counselor, Certified Cancer Nurse, etc.

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Employment Term: This role includes a 3-month probationary period during which employment conditions remain unchanged. Employment is on an indefinite-term contract, and a one-month notice period is required for voluntary resignation, in accordance with company policy. Employees may be required to work overtime based on business needs, including occasional holiday and weekend work, with compensation provided per company policy and local labor regulation.

Salary Range:

￥6,900,000 - ￥11,400,000

The annual base salary shown is a national range for this position on a full-time basis and may differ by hiring location. Additionally, this role includes either 30 hours of overtime per month or 10 hours of midnight work per month, depending on the position. This position is also eligible for a bonus.

Employee Benefits: Exact Sciences is committed to providing a comprehensive employee experience that supports well-being and professional growth through our benefits. Learn more about our benefits by selecting the country you're interested in to view specific offerings. Based on business needs and role eligibility, relocation support may also be available in accordance with company policy.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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