Medical Information Contact Center

Medical Information Contact Center Services

Med Communications offers contact center support in the following areas. Tap the blue boxes to learn more.

  • Global, Multilingual, and Multimedia Contact Center Services

    • Multiple time zones: Americas, Europe, Asia
    • 24/7/365
    • Customized hours of operation/after-hours coverage
    • Translation services
    • Expedited global product launch
  • Omnichannel Medical Information Request Handling

  • Adverse Events and Product Complaint Intake and Reporting

    • Identification, intake, and reporting
    • Tailored follow-up
    • Product return triage
    • Regulatory compliance
  • Medical Information Specialists

    • Scientifically trained health care professionals
    • Comprehensive, customized training
    • Unparalleled customer service
    • Outstanding quality assurance scores
    • High customer satisfaction, based on client feedback
    • Staff growth and development
    • Multilingual
  • Therapeutic Areas

  • Expert Product and Device Support

    • Branded/generic product support
    • Pharmaceuticals and biologics
    • Rare disease products and orphan drug products
    • Medical devices
  • Product Launch Expertise

    • Systematic implementation
    • Collaboration with clients
    • Integration with client systems
    • Telephony, IVR setup
    • Continuous support and engagement after launch
    • Proven success across clients and products
    • Expedited Global Product Launch
  • Self-service Medical Information Portal

  • Client Relationships

  • Customized Implementation

    • Close collaboration and experienced guidance to meet client timelines
    • Includes contract, staffing, training, telephony, IT, go-live, reporting
  • Single Point of Client Contact at Contact Center

    • Experienced project team lead
    • Understands client needs, culture, ways of working
    • Manages communications and escalations
    • Collaborates to develop rapid resolutions
    • Manages deliverables and key performance indicators
  • Commercial Support

    • Inbound call center support for medical and business inquiries
    • Customer feedback and data collection
    • Patient support and education programs
    • Disease state awareness
    • Sample requests
    • Triage support
    • Switchboard support
    • Track and trace serialization
    • Business professional support for nonmedical inquiries
  • Patient Support

    • Inbound call center support for medical and business inquiries
    • Patient support and education programs
    • Disease state awareness
    • Triage support
    • Customer feedback and data collection
  • Clinical Trial Support

    • Enrollment
    • Recruitment
    • Initial screening
    • Site location and referral
    • Investigator request
    • Investigator-sponsored research request
  • Reporting and Real-Time Metrics

    • Live self-service dashboard
    • Report generation
    • Medical information insights
  • Digital Innovation

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 25 years. Each point of contact with any organization leaves a lasting impression on clients. Assuring the highest level of quality in contact 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 25 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.

Strategic Partnerships: Make the Most of Your Medical Information Contact Center Relationships

Selecting a contact center vendor is choosing an ambassador of your company. The development of a contact center relationship is an investment of time, energy and finance that can yield countless returns if the relationship is valued and viewed as a partnership. Building trust over the long term will lead to effective collaboration, proactive planning, and the peace of mind that your customers experience a trustworthy, balanced, and effective communication on behalf of your company.

Where to start?

During implementation, be prepared to respond to requests for information from the contact center project lead. To lay the foundation, start as you intend to go on with professional relationships, product training, telecommunications processes, and procedures for inquiry handling. The amount of company culture you share with your point of contact will be handed over to the front-line medical information specialists on the project. Onboarding materials, live training sessions, invitations to town hall type meetings or even visits to headquarters can build a firm bridge and forge a cohesive line from headquarters to the medical information contact center. That bridge can flow two ways, and you will be surprised by the support, insights and solutions that will come from medical information specialists who are properly engaged and empowered to represent the brand. Insights passed at a touchpoint can enlighten the project lead to notice a trend that may otherwise be overlooked. A well-informed ambassador will take pride in providing compliant, helpful medical information to the consumers and healthcare professionals your company hopes to reach.

How to keep it going?

Approach regular touchpoints with curiosity, get to know the project lead, allow time for problem solving, and bring company news that may not be directly relevant to the project. The project lead brings years of experience from a variety of companies (from startup biopharma to established top 25 Pharma) that can bring ideas, insights, and a different perspective on an issue. Think long term by sharing company values, goals, and future plans so that the contact center integrates into these company projects.

The Right Partner. The Right Resource.

At Med Communications, we bring over 25 years of dedicated partnership into each new relationship. Our clients vouch for our commitment to excellence and value the customized approach used to meet their specific needs. The audit-tested project lead listens carefully and takes the initiative to create a service that accurately and compliantly reflects the brand you support. International Medical Information staff bring a diverse background of clinical or academic healthcare experience, geographic location, language, and interest, but all share the common purpose of improving patient experience and care through effective scientific exchange. Our team takes pride in the work we do and views each day as an opportunity to be the voice of our clients to the world. And as a contact center, we truly are that voice.

Latest News

Case Studies

  • Leveraging our expertise in execution of change management processes, our client successfully implemented a component authoring platform despite identified limitations.

  • Answering questions from patients, family members, and health care providers involved in Expanded Access Programs across the globe.

  • Efficient use of time and resources allows a quick response to client needs in a rapidly evolving market. Adjusting to product support needs while meeting budgetary requirements are among today’s medical affairs concerns.

  • Video chat, text response, and mobile applications offer new methods of communicating medical information to patients and health care providers.

  • An AI-mediated 24/7 self-service platform reduces submission of medical information inquiries and increases efficiency by automating select responses to inquiries.