Automate Your Medical Information and Call Center Operations

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 Summary	Pg. 4
II.	Med Info Capacity: Resources, Volume, and Performance	Pg. 12
III.	Med Info Efficiency: MIM Systems, Automation, and Tools	Pg. 23
IV.	Call Center Excellence: Leadership, Roles, Resources, Flexibility, and KPIs	Pg. 38
V.	Appendix: Additional Benchmark Study Information	Pg. 47
VI.	About Best Practices, LLC	Pg. 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

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

ID: POP-393

Features:

Pages: 55

Published: 2024

Delivery Format: Shipped

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