Medical Affairs and Scientific Communications Forum
Medical Communication, MSL, and Medical Writing.
Session 7 Track 1B: The Art and Science of Medical Information Contact Center Staffing
David Bowers, PharmD
Director, Medical Communications
PPD, United States
Medical Information contact centers face an array of challenging questions related to staffing, including: How do we determine the appropriate amount of staff? Should we staff with nurses, pharmacists, or other staff? How do we build a cost effective model that answers inquiries quickly and effectively with a minimal number of transfers? Should we staff with a dedicated or shared staffing model? How do we build a flexible model that can respond to changes in volume and staffing? This will be an interactive session designed to maximize audience participation and idea sharing.
Learning Objective : At the conclusion of this session, participants should be able to:
Discuss effective staffing models used in the medical information industry
Recognize key levers that can be adjusted to impact staffing costs of a contact center
Create strategies to increase flexibility in a contact center
Kathleen Meyer Ritz
Director, Medical Capabilities, Medical Information Contact Centers