Med Communications employs a well-trained staff of Support Specialists who work in a modern contact center format, giving easy information access to your customers and potential new medication users. Our advanced communications capabilities, both team-delivered and technology-enhanced, deliver quality beyond that of competitors. The Support Specialists have multiple years of experience in a customer service role and are adept at managing the nuances of client support in a busy medical information environment.

We strive to make sure that clients who contact us with inquiries have a positive contact experience, and that they receive thorough, yet rapid, assistance with their needs. Our Patient Support Specialists are front-line responders, completing data entry and triaging contacts to other groups, whether internal or external.

Regulatory training for Support Specialists is provided by designated trainers at Med Communications, which establishes the foundation for professional service boundaries. Support Specialists are taught to maintain a heightened awareness for the capture of information related to adverse events and product quality complaints, and are skilled in procedural handling. The triage of all contacts in the Customer Support Center using sophisticated on-screen technology provides rapid, efficient internal case transfer so that all calls are answered only by persons trained to assist the caller. Clients never repeat information as a result of Med Communications efficiency and skilled communication.

Fully auditable documentation within the Information Request Management System allows detailed reporting on all facets of case information. Monthly metric reports prepared by Med Communications provide feedback on up-to-date issues related to products and strategic knowledge for such products. Such data is vital to our partner companies’ publication development, patient education material development, and product positioning in the marketplace.