Scale Your Medical Information Groups’ Capacity and Efficiency

STUDY OVERVIEW
BENCHMARK CLASS
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Non-members: Click here to review a complimentary excerpt from “Automating Medical Information: Scaling Capacity and Efficiency”

STUDY OVERVIEW

Scaling capacity and efficiency in Medical Information and Call Center operations is crucial for biopharma organizations to manage growing volumes of inquiries as portfolios expand. Efficient management not only enhances stakeholder satisfaction but also supports broader organizational goals, such as ensuring compliance, fulfilling pharmacovigilance obligations, and optimizing resource utilization.

Best Practices, LLC conducted this research to investigate the resources and strategies that leading companies are using to scale and enhance the capacity of their Medical Information functions. The study distills best practices and lessons learned to efficiently manage larger volumes of inquiries while maintaining a lean headcount and ensuring high-quality responses.

KEY TOPICS

Medical Information Group Staffing Levels
Medical Information Requests (MIRs) Management by Volume and Type
MIR Resolution Channels
Lessons Learned for Supporting a Growing Portfolio

KEY METRICS

Total revenue supported by benchmark Medical Information groups
Staffing levels at Medical Information (non-call center) groups and Call Centers (internal and/or external)
Medical Information and Call Center staffing levels per $billion supported
Annual volume of medical information requests (MIRs) managed by Medical Information groups
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
MIR resolution channels
MIR resolution for High-Volume centers vs. Low-Volume centers

SAMPLE KEY FINDINGS

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.

METHODOLOGY

Medical Information and Medical Affairs executives from 22 leading biopharma manufacturers contributed insights and data to this study through a benchmarking survey instrument. Deep-dive interviews were conducted with leading Medical Information groups to capture specific lessons learned and automation and efficiency success stories. Data is segmented (in terms of high-volume vs. low-volume call centers) to spotlight infrastructure and automation tools which support high volumes of Medical Information requests.

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

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.

Automating Medical Information: Scaling Capacity and Efficiency

ID: 5811

Features:

Pages/Slides: 26

Published: 2024

Delivery Format: Online PDF Document

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