Already a DIA Member? Sign in. Not a member? Join.

Sign in

Forgot User ID? or Forgot Password?

Not a Member?

Create Account and Join


Mar 22, 2021 9:50 AM - Mar 24, 2021 2:30 PM

(Eastern Standard Time)

Medical Affairs and Scientific Communications Forum

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

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


Sonia  Sandhu, PharmD


Sonia Sandhu, PharmD

Gilead Sciences, Inc., United States

Senior Director, Medical Information

Jay  Baucom


Jay Baucom

Alphanumeric, United States

Senior Vice President of Global Operations, CIO

Representative Invited


Representative Invited

Glaxosmithkline, United States

Have an account?

Be informed and stay engaged.

Don't miss an opportunity - join our mailing list to stay up to date on DIA insights and events.