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Medical Affairs and Scientific Communications Forum

3 Meetings, 1 Location: Medical Communications, Medical Science Liaisons, Medical Writing

Session 7 Track 1B: Is Your Contact Center Prepared for a Crisis?

Session Chair(s)

Amy  Van Sant, PharmD, MBA

Amy Van Sant, PharmD, MBA

  • President, Medical Affairs
  • Ashfield Engage, United States
A crisis may be generally defined as an event or critical situation that has short term or long term impact. In the pharmaceutical industry, crisis situations may result from positive or negative news, and may be expected or unexpected. No matter the type of event, our contact centers are often impacted and need to be prepared as well as part of the solution in any effective crisis management plan.
Learning Objective : At the conclusion of this session, participants should be able to:
  • Describe the crisis management landscape and changing environment
  • Identify examples of high risk events or crisis scenarios in a call center
  • Describe how a crisis can impact a pharmaceutical organization and its contact center
  • Describe elements of a contact center crisis management plan
  • Identify items to consider when preparing the contact center for a crisis


Amy  Van Sant, PharmD, MBA

What is Crisis Management? An Overview of the Landscape and Changing Environment.

Amy Van Sant, PharmD, MBA

  • President, Medical Affairs
  • Ashfield Engage, United States
Monica  Kwarcinski, PharmD

Are You Crisis-Ready? Planning for the Expected and Unexpected

Monica Kwarcinski, PharmD

  • Vice President, Medical Affairs
  • Purdue Pharma L.P., United States
Frank  Lock

Crisis Management Case Studies - Operational Impact and Lessons Learned

Frank Lock

  • Director, Information Center
  • AstraZeneca Pharmaceuticals, United States