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Session 7 Track B: Managing Call Center Quality for Improved Performance and Compliance
Session Chair(s)
Pete Guillot, MBA
CEO and Founder
Centerfirst, United States
Effectively managing our call centers, and managing our vendor partners who often times help run our centers, is integral to the ongoing success of today’s Medical Information organization. Helping to ensure our centers and our partners are operating in alignment with expectations, industry best practices, and regulatory requirements is the responsibility of Medical Information leaders. During this session, tenured Medical Information leaders will share their experience in using specific strategies and tactics for managing call centers and vendor partners. The strategies include Process Improvements, Global Quality Monitoring Processes and Standards, Periodic Quality Assessments, and others. Case studies will be shared during the session.
Speaker(s)
Faculty
Sara Doshi, PharmD
Eli Lilly and Company, United States
Senior Director, Decentralized Clinical Trials
Faculty
Joanne Gibson, RN
Pfizer, Inc., United Kingdom
Director, Medical Customer Interface - Europe/Middle East/Africa
Faculty
Praveena Raman, MS, MSc
Novan Inc., United States
Director, Medical Affairs
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