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Medical Information Contact Center

Medical Information Contact Center Services

  • Global, Multilingual, and Multimedia Contact Center Services

  • Adverse events and Product Complaint Intake and Reporting

  • Branded/Generic Product Support

  • Product Launch Expertise

  • Rare Disease Product Expertise

  • Medical Device Expertise

  • Consumer Support

  • Expanded Access (EAP), Named Patient, and Compassionate Use Program Support

  • Clinical Trial Support – Enrollment, Recruitment, Initial Screening, and site referral

All services are available 24 hours a day / 7 days a week / 365 days a year

Med Communications, Inc. has been a trusted resource in providing medical information services and pharmacovigilance to the life sciences sector for over 22 years. Each point of contact with any organization leaves a lasting impression on clients. Assuring the highest level of quality in call center and pharmacovigilance services and the development of balanced, scientific resources and information.

Medical Information Contact Center Technology

All Medical Information Contact Centers need a validated Medical Information Database to be compliant with the regulatory authorities.  At Med Communications, each client has the option to use their own in-house medical information database or use Med Communications’ cost-effective, validated database.  

Med Communications employs a state-of-the art telephony, communications, and reporting systems, which allow for the collaboration between software and hardware providing the following innovation:

  • Real-time metrics and dashboards
  • Forecasting
  • Call recording
  • Video chat
  • Live chat
  • Chatbot
  • Web-based request forms
  • Web call back
  • Built in analytics
  • Visual layouts and filters

Med Communications is a premier medical affairs firm with a staff of residency-trained, industry-experienced PharmD specialists who are skilled in the delivery of high-level, peer-to-peer interaction with healthcare professionals and providers. Medical information professional staff members are proficient in the Safe Harbor clause and its implications in industry practice. Our multilingual staff is accessible via phone, fax, email, web chat, web call back, video conferencing, or mobile device for any customer service.

The call experience is managed by down-to-the-minute detail in an environment where, regardless of phone transfer, our onscreen communications technology means customers never have to repeat information.

Med Communications provides high-quality controls through continual education across the entire staff. This ensures an in-depth ability to identify and handle compliance-related issues, from an adverse event and product quality perspective. Our staff also has experience managing product complaint communications with external customers according to established criteria, regarding product replacement.

Medical information reports provide our partner companies with strategic information regarding the positioning of their products.

Every team at Med Communications is a highly trained “A” team, providing exceptional, quality medical information services and ensuring our role as a timely, evidence-based resource to our clients.

Reliable Medical Information Outsourcing

The value of reliable information about products manufactured and distributed by the pharmaceutical, biotech, and medical device industries continues to rank highly among consumers and health care providers. The ability of prescribers or other health care professionals to get accurate scientific information quickly for a patient or themselves has always been a top priority. A little over 20 years ago, several pharmaceutical companies began to look at additional, alternate and more efficient ways to provide information to patients and prescribers as their new drug products were being approved and as they reached the market. In 2018 alone, the Food and Drug Administration approved 59 new drug entities which included biologicals, drugs for rare diseases that needed attention, and therapeutic vaccines.

The idea of companies outsourcing medical information services to an organization with a contact center began to emerge in the early 1990s.

Some of the most common reasons for utilizing outsourcing partners include:

  • The partners’ increased ability to hire the same type of health science professionals that the pharmaceutical companies have been hiring themselves
  • The ability for outsourcing partners to hire highly qualified staff in a way that became more cost-effective for the manufacturer or distributor
  • Additional time is allowed for their own staff to spend on drug product research, working with the FDA to get their products approved and other focused activities for increased productivity

As the outsourcing idea has grown in the last 20 years, pharmaceutical companies of all sizes began to encounter consultants and outsourcing vendor leaders who had assembled proven teams including Pharmacists, Nurses, and Health Science professionals who, with their knowledge and experience, could help practicing physicians and other prescribers. Many were attracted to working in such companies as Medical Information Specialists from their previous practice, as well as positions in academia. Many who have moved into such positions see their work as an additional way to continue to grow professionally, while at the same time working in a way that is professionally rewarding.

Case Studies