Medical Information Contact Center

Utilizing a global platform we provide local expertise.

OUR EXPERIENCED MEDICAL INFORMATION TEAM CAN SUPPORT YOUR MEDICAL INFORMATION CONTACT CENTER NEEDS
ACROSS THE GLOBE

Our highly qualified Medical Information (MI) team is comprised of Subject Matter Experts, Physicians, and Multilingual Capability (Translators), supported by our team of QPPVs. We support pharmaceutical, biotechnology, and medical device companies across the globe with our end-to-end Medical Information Contact Center Management. With 24/7 support, we can act as an extension to your in-house team to ensure that you meet both regulatory and legal requirements.

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ARE YOU LOOKING FOR A TRUSTED VENDOR TO OUTSOURCE YOUR MEDICAL INFORMATION CONTACT CENTER?

At Navitas Life Sciences our services include:
Contact Center Set-Up

Contact Center Set-Up

  • Set up and Maintenance of Medical Information Database and Telecommunications
Customer Inquiry Intake

Customer Inquiry Intake

  • From multiple sources – calls, emails, live chat, voicemails, and fax
  • Multilingual capability with translation
  • Quality check of all intake calls
Inquiry Handling

Inquiry Handling

  • General Inquires
  • Medical Inquiries
  • Product Quality Complaints (PQCs)
  • Intake of Adverse Events
  • Complaints
Follow-Up Query Management

Follow-Up Query Management

  • Query follow up as per agreed timelines
  • Query tracking and closure
Reconciliations

Reconciliations

  • Monthly review of call recordings
  • Quality and compliance
All our services are GDPR and HIPAA compliant, metrics driven to ensure that Service Level Agreements (SLAs) are met, and are supported by a team of highly qualified QPPVs and call agents that provide:

A Comprehensive State-of-the-Art Database that ensures complete capture of call data and metric reporting

Well defined Standard Operating Procedures (SOPs) and standard templates for processing Adverse Events (AEs), MI, and PQC cases

Development of Frequently Asked Questions (FAQs), Standard Responses, and Custom Responses

Comprehensive Quality and Compliance monitoring program

Compliance with HIPAA and GDPR as well as other applicable local and global regulations

ADVANTAGE OF OUTSOURCING YOUR Medical Information Contact Center TO NAVITAS LIFE SCIENCES

Experienced Team with Optimal Infrastructure

Experienced Team with Optimal Infrastructure

Domain Experts

Domain Experts

Cost effective and efficient support

Cost effective and efficient support

Ability to scale to suit call volume

Ability to scale to suit call volume

100% of Adverse Event calls that we receive are Quality Checked by a Quality Reviewer with real-time feedback provided to the call handling agent.

For other calls, including General Inquiry, Medical Inquiry, and Product Quality Complaints, we carry out random Quality Checks to ensure that we consistently meet Quality targets