30% Cost Reduction Through NextGen Medical Information Services

Navitas Life Sciences’ medical information contact center (MICC) services help global clients achieve operational excellence, ensure compliance and enhance customer satisfaction while significantly reducing costs.

Our proven approach recently enabled a leading global pharmaceutical company to achieve a 30% cost reduction through an integrated MICC and pharmacovigilance (PV) model. By combining automation, multilingual capabilities and stringent compliance processes, we transformed their customer engagement ecosystem into a unified, efficient, and insight-driven operation.

Role of Medical Information Contact Centers

The medical information contact center (MICC) is no longer just a channel for responding to healthcare providers or patient queries. It is now a strategic extension of a company’s medical affairs function, enabling compliant communication, real-time data visibility, and improved pharmacovigilance outcomes.

Navitas Life Sciences’ MICC services provide 24/7 support across regions, acting as an extension of your in-house medical communications agency. We combine the responsiveness of a medical call center services provider with the rigor of regulatory compliance to ensure every interaction meets both scientific and legal standards.

Our multilingual medical information specialists and subject matter experts handle inquiries spanning drugs, biologics, and medical devices. Supported by advanced technology, we ensure consistent, high-quality engagement with patients and healthcare professionals across multiple time zones.

A Global, Scalable MICC Framework

Our medical information contact center infrastructure is built on a cutting-edge MICC system architecture designed for scalability, security, and efficiency. The platform includes:

• Validated Databases: Ensuring data integrity, security, and complete traceability of every inquiry.
• Advanced Telephony Systems: Integrated automatic call distributor (ACD) and interactive voice response (IVR) for seamless routing and multilingual support.
• Cloud-Based Call Recording: Every call is digitally recorded for auditability and quality assurance.
• Quality and Compliance Monitoring: Ongoing review of key performance indicators and service levels to guarantee accuracy and timeliness.

Every aspect of our operation adheres to HIPAA, GDPR, 21 CFR Part 11, GxP, and Annex 11. With oversight from Qualified Persons for Pharmacovigilance (QPPVs), we ensure complete alignment with regulatory expectations worldwide.

Our team follows well-defined medical affairs SOPs (SOP MED) that standardize workflows for inquiry intake, triage, documentation, and escalation. This ensures that no matter where an inquiry originates, the response is accurate, timely, and compliant.

NextGen Automation: Transforming Med Communications

A key differentiator of Navitas Life Sciences’ medical communications agency model is our investment in NextGen automation. Our AI-driven telephony and data management systems are built to enhance accuracy, reduce manual effort, and improve real-time insights.

• AI-Driven Speech Recognition: Our system captures and translates conversations, even in non-English languages, providing instant transcripts and summaries.
• Automated Data Population: Summaries are integrated directly into our MICC database, reducing manual entry and improving speed to response.
• Sentiment Analysis: AI tools analyze caller tone and agent interaction, supporting continuous improvement in communication quality.

This automation not only streamlines operations but also reduces human error and increases efficiency, key factors in achieving measurable cost savings.

Seamless Integration of Medical Information and PV

Navitas Life Sciences offers a unified model integrating medical information contact center MICC operations with pharmacovigilance (PV) services. This ensures that all med communications involving potential adverse events or product quality complaints are seamlessly triaged and reported to PV teams for immediate action.

This integration eliminates duplication of effort and enhances compliance monitoring. Clients benefit from:

• Centralized Data Oversight: Real-time dashboards offer full visibility into inquiries, trends, and quality metrics.
• Automated KPI Tracking: Key performance indicators are continuously monitored for adherence to SLAs.
• Comprehensive Audit Trails: Every interaction and update is logged for complete transparency and regulatory readiness.

The unified model has proven especially valuable for clients seeking operational synergy between MICC and PV, a capability often missing in traditional service structures.

The Power of Governance and Collaboration

Strong governance is at the core of our medical information contact center framework. Our subject matter experts collaborate closely with client stakeholders to ensure continuous alignment on compliance, communication protocols, and service delivery standards.

Structured governance frameworks define roles, responsibilities, and escalation paths, ensuring that any issues are addressed promptly. Real-time dashboards, analytics, and shared reporting tools further strengthen transparency, enabling clients to make informed decisions based on accurate, up-to-date information.

The Power of Governance and Collaboration

Choosing the right us-based medical call center services partner can determine the success of your medical information strategy. At Navitas Life Sciences, we bring together decades of experience, global infrastructure, and a deep understanding of regulatory frameworks to help you scale with confidence.

Our medical call center services are supported by multilingual teams, AI-driven platforms and global governance frameworks. With 24/7 availability and strict adherence to medical affairs SOPs, we ensure every inquiry is handled with accuracy, empathy and scientific precision.

By acting as your extended medical communications agency, we empower your organization to focus on patient outcomes and innovation, while we manage documentation and stakeholder communication with efficiency and care.

Navitas Life Sciences continues to keep our clients ahead of regulatory and technological change. Our vision is to redefine medical information contact center MICC excellence, combining intelligent automation and human expertise to create a trusted communication ecosystem.