DialClerk Directory

Genentech

Provider services

Find the team that supports your practice. Match the plan and state before using a general provider line.

provider services

Genentech Access Solutions — benefits investigation, PA resources, enrollment and affordability

Official page read
Phone877-436-3683

(877) GENENTECH — Access Solutions and Patient Resource Center

Published hours

6 a.m.-5 p.m. PT, Monday through Friday

Product, plan and location

Confirm the exact product or service
National contact — confirm product and location

Mailing address

Not researched for this route

For U.S. healthcare providers: coverage help (benefits investigations, prior authorization resources), reimbursement/coding and denial/appeal resources, distribution information, enrollment in Genentech Access Solutions, co-pay programs and independent-foundation referrals. Enrollment fax numbers are product-specific and printed on each product's form; none is listed here. Genentech Patient Foundation (free medicine) is a separate line.

View source ↗ · Source checked 2026-10-24

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Wait time: not establishedBest time from caller reports: not established. Published hours are not a wait forecast.

provider services

Genentech — request a clinical services representative

Official page read
Phone877-436-3683Published hours

Monday - Friday, 9am - 8pm EST

Product, plan and location

Confirm the exact product or service
National contact — confirm product and location

Mailing address

Not researched for this route

Page lets offices select a Genentech product to connect with a clinical services representative; for products not listed, call the number shown.

View source ↗ · Source checked 2026-10-24

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Wait time: not establishedBest time from caller reports: not established. Published hours are not a wait forecast.

provider services

Genentech Medical Communications — medical information

Official page read
Phone800-821-8590Published hours

Not published in this record

Product, plan and location

Confirm the exact product or service
National contact — confirm product and location

Mailing address

Not researched for this route

Medical information about Genentech products (nurse chat also offered). Hours differ between official pages: gene.com lists Monday-Friday 5am-5pm PT; the Genentech-pro medical information page lists 24 hrs/day, 7 days/week, so hours are left blank.

View source ↗ · Source checked 2026-10-24 · Genentech-pro HCP medical information page lists (800) 821-8590 ↗

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Wait time: not establishedBest time from caller reports: not established. Published hours are not a wait forecast.

provider services

Genentech Customer Service — product questions, orders, issues and returns

Official page read
Phone800-551-2231Published hours

Monday - Friday, 9am - 8pm EST

Product, plan and location

Confirm the exact product or service
National contact — confirm product and location

Mailing address

Not researched for this route

Customer service for product questions, issues and returns, including direct orders (e.g., HTCs and specialty pharmacies ordering Hemlibra directly are told to call to confirm delivery dates). Not medical information.

View source ↗ · Source checked 2026-10-24 · Contact page lists the same line, Monday - Friday 6am - 5pm PT ↗

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Wait time: not establishedBest time from caller reports: not established. Published hours are not a wait forecast.

provider services

Genentech — product quality complaints

Official page read
Phone800-334-0290Published hours

Monday - Friday, 5am - 5pm PT

Product, plan and location

Confirm the exact product or service
National contact — confirm product and location

Mailing address

Not researched for this route

Report a product quality issue or abnormality (manufacturing, labeling, packaging, shipping, handling or storage, including spoilage). Separate from adverse-event reporting.

View source ↗ · Source checked 2026-10-24

Report an update
Wait time: not establishedBest time from caller reports: not established. Published hours are not a wait forecast.

provider services

Genentech US Drug Safety — adverse event reporting

Official page read
Phone888-835-2555

Adverse event reporting

Fax

650-225-4630

Adverse event reports to Genentech US Drug Safety

Published hours

Monday - Friday, 5am - 5pm PST (gene.com)

Product, plan and location

Confirm the exact product or service
National contact — confirm product and location

Mailing address
Genentech US Drug Safety 1 DNA Way Mailstop 258A South San Francisco, CA 94080

Mailed adverse event reports

Report a side effect or harmful experience with a Genentech medicine. Separate from product complaints and medical information. The Genentech-pro page lists adverse-event phone availability as 24 hrs/day.

View source ↗ · Source checked 2026-10-24

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Wait time: not establishedBest time from caller reports: not established. Published hours are not a wait forecast.

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Call preparation · editorial guide

Make the call count.

Find the team that supports your practice. Match the plan and state before using a general provider line.

Have ready in your secure workspace

  • Practice NPI and tax ID, kept in your secure workspace
  • Exact product name and member ID card
  • A one-sentence request and your office callback number

Questions to resolve

  • Does this team handle this plan and state?
  • Which department owns the next step?
  • What reference number should the office keep?

This is a general administrative checklist, not payer policy or advice about a particular patient. Confirm the current plan instructions.

For healthcare offices

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For the people making the calls

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A request does not create an account or start a call. Use business contact information only. No patient information.

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