1<!DOCTYPE html>
2
3Anonymous
4/bestp
5/bestp/domrep.nsf
6F523D89C96E6DCE400258B5C0038B9C5
8
9
10
11
12
13
140
15
16
17/bestp/domrep.nsf/products/automating-medical-information-using-new-tools-systems-to-scale-optimize-medical-info-call-center-operations
18
19
2018.97.14.81
21
22
23www.best-in-class.com
24/bestp/domrep.nsf
25BMR




» Products & Services » » Medical Affairs » Medical Communication

Automating Medical Information: Using New Tools and Systems To Scale and Optimize Medical Info and Call Center Operations

ID: POP-393


Features:

16 Info Graphics

32 Data Graphics

660+ Metrics

19 Narratives


Pages: 55


Published: 2024


Delivery Format: Shipped


 

License Options:


Buy Now

 

919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • STUDY SNAPSHOT
  • KEY FINDINGS
  • VIEW TOC AND LIST OF EXHIBITS
High efficiency in Medical Information and Call Center operations is essential not only for enhancing stakeholder satisfaction but also to support the broader organizational goals of ensuring compliance, fulfilling pharmacovigilance, and optimizing resource utilization. As the volume and complexity of medical inquiries continue to grow as a portfolio expands, biopharma organizations must streamline their processes and innovate to meet these demands competitively.

Best Practices, LLC undertook this benchmark research to explore the systems, resources, innovative tools, and strategies that leading companies are implementing to enhance Medical Information and Call Center efficiency. The report distills best practices and lessons learned to upscale call center capacity and increase response rates across Med Info channels while maintaining a lean headcount.

Data in this research has been segmented (high-volume vs. low-volume call centers) to spotlight the infrastructure and automation tools that are being adopted by groups supporting different volumes of Medical Information inquiries. This segmentation provides a clearer understanding of the varied approaches needed to optimize efficiency based on call center size and demand.

Video Brief:

Industries Profiled:
Pharmaceutical; Health Care; Biotech; Medical Device; Consumer Products; Biopharmaceutical; Clinical Research; Laboratories


Companies Profiled:
AbbVie; Alexion Pharmaceuticals; Astellas; Grifols; Gilead Sciences; Indegene; Janssen; Jazz Pharmaceuticals; Johnson & Johnson; LEO Pharma; Merck; Merck Sharp & Dohme; Novartis; Pacira Biosciences; Regeneron; Rigel Pharmaceuticals; Sanofi; Sandoz; scPharmaceuticals; Supernus; Takeda Pharmaceuticals; Teva Pharmaceuticals; United Therapeutics

Study Snapshot

Best Practices, LLC engaged Medical Information and Medical Affairs executives from 22 leading biopharma organizations in this benchmarking study. Deep-dive interviews conducted with leading Medical Info groups to capture specific lessons learned and automation and efficiency success stories.

Key topics covered in this report include:

  • Medical Information Group Staffing Levels
  • Medical Information Requests (MIRs) Management by Volume, Type, and Channel
  • Recommended MIM Platforms and Critical System Features
  • Maximizing Efficiency with Automated Responses, Tools, and Tactics
  • Managing Off-Label Inquiries While Supporting Both Acute and Chronic Care Therapies
  • Call Center Performance Excellence: Outsourcing vs. insourcing, functional leadership, efficiency tools, staffing models, and call center KPIs
  • Lessons Learned for Supporting a Growing Portfolio
  • Automation, AI, and Innovation Trends

Key Findings

Select key insights uncovered from this report are noted below. Detailed findings are available in the full report.

  • Medical Information Request (MIR) Resolution Channels: On average, over half of MIRs are resolved via phone or email, but alternative channels like MSLs and portals are becoming more common.
  • Staff Expertise: Most call centers use a “generalist” staffing model, where technology enables all reps to manage calls spanning the entire portfolio.
Table of Contents

Sr. No.
Topic
Slide No.
I.
Executive SummaryPg. 4
II.
Med Info Capacity: Resources, Volume, and PerformancePg. 12
III.
Med Info Efficiency: MIM Systems, Automation, and ToolsPg. 23
IV.
Call Center Excellence: Leadership, Roles, Resources, Flexibility, and KPIsPg. 38
V.
Appendix: Additional Benchmark Study InformationPg. 47
VI.
About Best Practices, LLCPg. 55

    List of Charts & Exhibits

    I. Executive Summary

    • Benchmark study partners
    • Four strategies for building “smart, efficient, and logarithmic” Medical Information capabilities
    • Med Info operations data summary
    • Medical call center data summary
    • Call center performance ranges
    • Evolution from call center to Med Info ecosystem
    • Med Info launch preparedness

    II. Med Info Capacity: Resources, Volume, and Performance

    • Total revenue supported by benchmark Med Info groups
    • Total number of Med Info (non-call center) staff and Call Center (internal and/or external) staff
    • Med Info and Call Center staffing levels per $billion supported
    • Total number of medical information requests (MIRs) managed by Med Info groups annually
    • Types of MIRs managed by Medical Information groups
    • MIR breakdown by volume - High-Volume centers vs. Low-Volume centers
    • MIR breakdown by type managed - High-Volume centers vs. Low-Volume centers
    • Scale of MIR Volume - High-Volume centers vs. Low-Volume centers
    • Medical information requests resolution channels
    • MIR resolution for High-Volume centers vs. Low-Volume centers
    • Voices from the field: Successful tactics for meeting peak call center demand

    III. Med Info Efficiency: MIM Systems, Automation, and Tools

    • Med Info Management (MIM) systems currently used by benchmark partners
    • Important MIM system features for enabling high efficiency in managing MIRs across all channels
    • Important MIM system features - High-Volume centers vs. Low-Volume centers
    • Tactics and technologies to maximize Med Info operational efficiency
    • Voices from the field: Content strategy to make MIR resolution more efficient at launch
    • Voices from the field: Tactics to make HCP portals/websites more user-friendly
    • Voices from the field: Use of AI internally and externally
    • Automated response rates by revenue
    • Voices from the field: Enabling high levels of automated response
    • Tactics and tools to maximize Med Info operational efficiency - High-Volume centers vs. Low-Volume centers
    • Effective approaches for managing off-label inquiries
    • Acute vs. Chronic Care support provided by Med Info organizations
    • Voices from the field: Supporting chronic care vs acute care products
    • Lessons learned for an expanding portfolio

    IV. Call Center Excellence: Leadership, Roles, Resources, Flexibility, and KPIs

    • Outsourcing vs. insourcing at Med Info Call Centers
    • Leadership role at Med Info Call Centers
    • Effective tactics and technologies to automate or upscale Med Info Call Center capacity to meet high volumes of inquiries
    • Tactics and tools to maximize call center efficiency - High-Volume centers vs. Low-Volume centers
    • Call center contingency planning
    • Call center staff expertise
    • Call center performance

    V. Appendix: Additional Benchmark Study Information

    • Therapeutic area(s) supported by benchmark Medical Information groups
    • Geographical regions supported by benchmark Medical Information groups
    • Additional staffing data
    • Efficiency of tools and technologies for driving Med Info efficiency
    • Additional leadership data
    • MIR volume and mix
    • Additional call center performance data