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Session 3 Track 1: Medical Information Support in a Virtual World - Adapting to Ensure an Exceptional Customer Experience and Support During a Crisis Situation
Session Chair(s)
Robert Tamburri, PharmD, MBA
Director, Medical Information
Johnson & Johnson, United States
The COVID-19 pandemic has ushered in unprecedented times forcing us to challenge how Medical Information organizations and contact centers provide support and customer engagement. In this session, we will explore the various factors that have impacted Medical Information services and provide an overview of some solutions that have been identified to ensure an optimal customer experience. You will hear about how medical information teams have rallied to provide innovative content and product support offerings. You will also learn how Medical Information contact centers have adapted to the new virtual environment that has emerged as a result of the global pandemic.
Learning Objective : At the conclusion of this session, participants should be able to:
- Identify how Medical Information teams provide product support in a crisis and EUA situation
- Discuss common practices used by Medical Information and contact center teams to engage with customers virtually
- Define the concept of a 100% remote working environment and global support models available
Speaker(s)
Speaker
Sonia Sandhu, PharmD
Gilead Sciences, Inc., United States
Senior Director, Medical Information
Speaker
Jay Baucom
Alphanumeric, United States
Senior Vice President of Global Operations, CIO
Speaker
Representative Invited
Glaxosmithkline, United States
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