Medical Affairs

Medical Information Services Led by Licensed Healthcare Professionals

Supported by innovative technology and guided by deep industry knowledge, well-defined processes, and a strong commitment to quality, the healthcare professionals who staff  Uniphar’s (formerly Diligent) Medical Information contact center expertly answer questions and handle requests from the people who use, prescribe, or support our clients’ products.

  • Pharmaceutical Medical Information services provided by highly-trained healthcare professionals, including nurses and PharmDs.
  • Communication via multiple channels: phone, online fax, webchat, email, video, text messaging, digital patient engagement platforms, and social media.
  • Validated cloud-based CRMs integrated with a broader Medical Affairs platform captures reportable and actionable data.
  • Self-service HCP engagement platforms provide health care professionals 24/7 access to information.
  • Version-controlled response letters and other informational material shared as appropriate—either electronically or in hardcopy.

In developing medical information contact center services in collaboration with our clients, we are mindful of the following principles and strategies:

  • Repetitive, simple questions can be addressed by a technology-driven solution—such as AI—with Medical Information staff utilized to handle more complex contacts.
  • In high volume programs, Customer Care “triage” teams can answer less-complex questions, while escalating more complex questions to an HCP-staffed team.
  • There is great value in the data gathered from patient and HCP contacts (“the voice of the customer”) received by Medical Information teams. The resulting reporting can translate questions and comments into actions that help life science companies serve patients and HCPs in a more informed and more comprehensive way.

 

 

Interested in exploring working with Uniphar | Medical? We’d love to hear from  you!  

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Top 10 Reasons to Outsource Your Medical Information Services to Uniphar

  • Reduced Expenses – Access to advanced technology, such as telephony platforms and validated Medical Information CRMs, reduces operational expenses and capital investments. 

  • Data Security – Established tools, processes, and Standard Operating Procedures deliver robust security and safeguards your data. 

  • Team Management – Extensive experience and success managing Medical Information service teams ensures a high level of service, quality, and regulatory compliance.

  • Nationwide Recruiting – Effective processes for recruiting qualified and experienced Medical Information Specialists (RNs, BSNs, pharmacists, PharmDs), ensure a skilled workforce. 

  • Implementation Expertise – Our experience implementing and transitioning Medical Information service programs results in the seamless management of all workstreams and associated activities.

  • Cost Efficiencies – You receive regulatory and compliance expertise at a lower cost than maintaining in-house resources. 

  • Quality Management – An actively managed Quality Management System (QMS) ensures high standards and continuous improvement.

  • Focus on Core Activities – Outsourcing Medical Information services enables you to concentrate on your core activities, such as research and development (R&D) and long-term strategy.

  • Flexible Staffing Models – Ability to adjust staffing levels to align with volume changes, including spikes due to product recalls, means you don’t have to utilize in-house resources to ramp up (or down).

  • Minimize Audit Resources – We are the auditee when Medical Information service function audits are performed, freeing up your valuable resources. 

Additional Medical Affairs Services

Adverse Event Intake and Reporting Services for Healthcare and Pharma

Medical Writing Services for Regulatory, Scientific, and Medical Communications

Learn more about Quality Assurance