Prescriber360 Blog

6 Essential Types of Pharma Call Centers

When contacting businesses over the phone, about 75% of people agree that the response time is too long to get answers. Pharma Call Centers can help companies overcome such a deficiency in customer service by building important relationships with health care providers and patients who have specific needs for immediate help by company representatives. Below are 7 important types of call centers in the pharmaceutical industry.

Patient Services

In this type of call center, experienced agents who represent companies are available to support all needs of patients related to high end therapy. They do so by helping patients in getting prescription registered, contacting insurance companies, benefit investigations, among others. On top of all that, they also help patients with any trial orders and benefits investigation.

Finding the right physician can always be a complex scenario for anybody. Patient services call centers offer the opportunity to entice patients with physician referral services. This making the process for the patient easier and faster.

This type of call center also accesses proper utilization of provider schedules. This allows a hospital or practice to enhance their efficiency of entering appointment time slots. Therefore, ensuring patients are timely informed leading up to their appointments, which results in growing patient satisfaction. A positive reputation of excellent patient services will help in building trust between pharma companies and patients.

Nurse

This type of call center has various names it goes by. Those being phone triage, telephone nurse triage, telehealth, telenursing, and tele-triage.

success smart medical doctor working with operating room as concept

This is when a registered nurse speaks to the patient over the phone and helps them in different fashion including drug administration, answering questions among otherse. Lauren Miles Brunelli of “The Spruce” said, “This is done by utilizing clinical protocols that help the nurse determine the severity of the patient’s health issues and rank them according to urgency.”

They do this by not only guiding them to the appropriate method of care, but also educating the patient at the same time. Recently, more nurses right after graduating from school are encouraged to take this position.

Buy & Bill

Some companies have generic products which can be sold to doctor’s offices directly or straight to the patient. These agents of Buy & Bill are available to answer any questions the patients may have or take their order for the medication they need.

Robert A. Dowling, MD of the Urology Times said, “Buy and bill services typically include an administration charge and a separate drug charge. These treatments usually involve medicines that are expensive to acquire, cannot be self-administered, restricted by the manufacturer, or have other constraints compared to a “prescription.”

There are certain responsibilities that need to be taken care of by specific groups of people in the buy and bill process. The healthcare provider is responsible for order the drug, managing the inventory, prescribing to the patient, submitting the reimbursement claims for the drug, and collecting the patient’s share of the drug reimbursement or the copayment. The distributor is responsible for buying items from manufacturers, negotiating the drugs costs, delivering the drub to the provider’s location, and collecting payment from the provider.

Adverse Events

Every company by law is required to have a hotline to report adverse events. Most companies try to outsource this functionality to professional call center vendors, but there are times companies bring that in house. It is to report any adverse action due to taking a drug.

For hospitals or health care providers, if any injury is to occur due to poor hospitalization, it must be reported. These events must be reported to legally secure the safety of the patients, their families, and the business or healthcare provider.

As defined by Medicinenet.com, “Adverse Event in pharmacology, is any unexpected or dangerous reaction to a drug or vaccine.” These reports can also help the hospitals and healthcare providers make sure any accidents or mishandling of care never happens again. Learning from what has happened and showing everybody in the organization can help better prepare for future emergencies and cut the chances of them happening again.

Recall Hotlines  

Even with an extraordinary amount of time spent on research and development, there may be times when a drug needs to be recalled from the marketplace. In the event of a recall, these hotlines provide consumers and practitioners the most up-to-date information regarding the issue, helping to calm their concerns.

These hotlines are essential and necessary for not just the patients taking the drug, but also for the media. The media can reach out to these hotlines to gather truthful information on the recall for their stories or press releases.

Instead of mixing calls regarding the recall and others about unrelated topics, these hotlines make it easier to address those recalls separately. The reasons why a drug may be recalled are it’s a health hazard, mislabeled or packaged poorly, potentially contaminated, not what it says it is, or poorly manufactured.

Drug Information

As a drug manufacturer, chances are that you have innumerable products under your umbrella. With the lengthy list of side-effects and contraindications on drug labels, consumers may have questions. Following protocol, they can be answered. This hotline also offers information on which practitioners in an area dispense your medications so that patients who are interested in trying the product know where to go.

Drug Information Call Centers offer services such as provision of drug information and supporting documentation to questions posed by health care practitioners. As well as the establishment of consultative services in various areas and participation in pharmacy-related research.

Instead of patients spending hours online researching side-effects, the patient can just call this center and get all the information they need to make the right purchase, and healthy decision. This type of call center is essential for healthcare providers and other practices, it gives the patient the best customer service.

For more on pharma call centers and other benefits the solution offers companies, book a free consultation with us today!

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Author

Jacob Vazquez

Marketing Analyst for Prescriber360.