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Session 5 Track 1: From Insights to Impact: Demonstrating Medical Information’s Strategic Value Across Call Centers and Promotional Review
Session Chair(s)
Hiren Patel, PharmD
Executive Director, Global Medical Information and Governance, Travere Therapeutics, United States
Medical Information (MI) connects healthcare professional, patient, and caregiver questions with opportunities to improve scientific communications and organizational decision-making. But there has always been a gap in how these insights can be translated into impact. This session explores how MI can demonstrate strategic value by transforming call center interactions into actionable insights and applying those insights to inform promotional content and medical-legal-regulatory (MLR) review.
Participants will examine a structured approach to identifying, validating, prioritizing, and communicating recurring inquiry themes, including scientific knowledge gaps, product-use challenges, label confusion, and patient-support needs. Through aggregated and appropriately de-identified data, the session will explore how these insights can inform response materials, targeted education, patient-support resources, and the clarity, relevance, and scientific accuracy of promotional communications.
The session will also consider how MI’s scientific expertise and early involvement in content development may help anticipate questions, reduce avoidable review revisions, and support timely communication as evidence and stakeholder needs evolve. Discussion will distinguish opportunities to improve review efficiency and content relevance from unproven assumptions about the relationship between review speed and commercial performance.
Attendees will leave with a practical framework for demonstrating MI’s impact beyond inquiry volume and response time—connecting insights to documented actions, stronger scientific communications, more effective review processes, and responsiveness to healthcare professional and patient needs.
Learning Objective :
At the conclusion of this session, participants should be able to:
- Explain how Medical Information call center insights can inform promotional content and stakeholder education.
- Apply a structured process to identify, validate, prioritize, and communicate inquiry trends using a sample scenario.
- Identify metrics to assess Medical Information’s impact on content relevance and promotional review efficiency
Speaker(s)
Beyond Inquiry Resolution: Turning Medical Information Contact Center Data into Medical Affairs Insights
Representative Invited
Associate Vice President-Operations Strategy and Medical Affairs, COD Research USA Inc., United States
The Hidden Critical Path: MLR Review Cycle Time as a Determinant of Pharmaceutical Commercial Performance
Sam Kay
VP of Pharmaceutical Strategy, Basil Systems, United States
Medical Information Analytics to Enhance Medical Affairs Value in Promotional Review
Representative Invited
Principal Consultant Medical Affairs , Opus Regulatory, United States
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