Health care and scientific expertise are key to quality Medical Information support
A critical element of contact center quality is the selection of staff. In the Med Communications contact center, pharmacists, nurses, and scientific PhD staff respond to medical information program inquiries. Our Medical Information Specialists’ deep knowledge of pharmaceutical products and the health care system fosters trust among customers who are health care professionals, and makes communication with patients and caregivers easier as well.
Selecting pharmacists, nurses, and scientific PhD staff for MIS roles supporting a medical information program provides many benefits:
- Efficient, effective customer service. Our MISs are already familiar with the real-world experience of working at the pharmacy or hospital, and they understand challenging issues and their urgency, such as infusion problems, device malfunctions, and the environments in which these situations occur. They greet customers warmly using client-specific language and actively listen to customer needs and handle them immediately without further triage to a more highly trained specialist, increasing both efficiency and the caller’s satisfaction with the company.
- Knowledgeable support for physicians, pharmacists, and nurses. Our MISs have experience practicing in various settings, such as community or retail pharmacies and hospitals, so health care professional customers feel that they are talking to a peer. There is no need to explain medical terms or science, as customers might need to with a less experienced specialist.
- Credibility for patient and caregiver customers. Our MISs have experience discussing medications, explaining side effects, and helping with copay card assistance, and are thus familiar with supporting patients and caregivers.
- Faster training and contact center program startup and implementation. Our MISs’ medical background means they have a deeper understanding of medical information than staff whose experience lies in other areas, which means less background information is necessary during training.
- Experience working with pharmaceutical data. Our MISs understand clinical trial data and endpoints and are comfortable discussing this information with patients, health care professionals, and clients.
- High-quality interactions. Because of their background and scientific training, our MISs score high marks in both customer satisfaction and regulatory compliance with minimal errors. Across all contact center clients, the Med Communications contact center quality score, which measures quality of service, routinely exceeds 97%. Hiring pharmacists, nurses, and scientific PhD staff and training them well makes this possible.
Our clients expect quality service, and Med Communications’ high standards help us deliver on our clients’ business goals. Our experienced pharmacists, nurses, and scientific PhD staff MISs understand pharmaceutical products and communicate medical information about pharmaceutical products better than contact center specialists from other backgrounds. There are no shortcuts; a high-quality medical information interaction with a customer requires a high-quality MIS. Med Communications takes pride in providing that high quality of service to our clients and their customers every day.
In order to serve a broad range of client needs, Med Communications contact center also staffs non-health care professional personnel, known as Medical Information Assistants, for handling non-medical pharmaceutical customer inquiries. Contact us today to explore how we can tailor a team of MISs and MIAs to meet your Medical Information Contact Center needs: 877-477-0977 or https://medcommunications.com/contact-us/.
