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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

    Session Chair(s)
      David  Bowers, PharmD

      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


      Kathleen Meyer Ritz

      • Director, Medical Capabilities, Medical Information Contact Centers
      • Bristol-Myers Squibb, United States
      John  Warwick, PharmD


      John Warwick, PharmD

      • Director , Medical Information
      • GRIFOLS Inc., United States