Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Pharmaceutical Industry

CustomerServ’s Pharmaceutical Call Center Outsourcing Expertise

The rise in healthcare consumerism is triggering large-scale transformation in the pharmaceutical industry. Patients have become active participants in all aspects of their healthcare decisions, including the medications and medical devices that are part of their treatments. To meet consumer expectations for personalized, value-based experiences, pharmaceutical companies are transitioning to service-oriented business models.

An outcomes-driven approach calls for better communications with patients, access to real-time data and analytics, and the ability to deliver solutions that provide value to multiple stakeholders—prescribing physicians, payers, regulators and patients. More pharmaceutical companies are adopting “beyond the pill” strategies by expanding from a focus on medical breakthroughs to delivering comprehensive solutions that span the entire patient journey and supply chain. To do so, companies must develop closer relationships with patients through direct communications and by leveraging data from digital devices, wearables, and ingestible and implantable sensors.

Consumers expect to interact with pharmaceutical companies with the same ease and convenience that they experience in other industries, and they demand 24/7 access to information via mobile apps and online portals. To deliver a better patient experience and ensure adherence to treatment protocols, pharma companies must develop more formal customer feedback channels to educate patients, address their concerns and connect patients with healthcare providers.

Top Customer Service Challenges for Pharmaceutical Companies

As pharmaceuticals companies strive to adopt service-oriented business models, transitioning the business from an “inside-out” to an “outside-in” approach will require a cultural transformation across multiple functions. Top customer service challenges for the pharmaceutical industry include:

• Building closer relationships with patients to gain insights into patients’ needs, expectations and overall experience with medications and treatments.
• Establishing a consultative approach to sales and customer service focused on patient outcomes.
• Ensuring that data collected from patients is managed, stored and secure, and that data systems and protocols are compliant with HIPAA regulations.
• Leveraging patient data to provide personalized services and information tailored to their needs.
• Developing outreach programs to ensure patient involvement in clinical development programs.
• Following up with patients after they’ve begun a course of treatment.
• Delivering patient education and services to help them manage their own health.
• Providing information about discount and reward programs, and financial assistance.
• Identifying and integrating touchpoints along the patient journey to develop a more holistic support system.

CustomerServ’s Pharmaceutical Call Centers Provide Niche Expertise in Patient Communications

CustomerServ’s vendors are leaders in the complex and highly regulated pharmaceutical industry. While pharmacy benefits management is a subset of CustomerServ’s healthcare expertise, our vendors are niche experts in pharmacy-specific patient interaction with the goal of improving patient outcomes.

CustomerServ’s pharmaceutical call center vendors give patients control over their treatment regimens while providing consistent communication connecting patients and healthcare providers. Our pharmacy experts counsel patients as they continue therapy and assist with the challenges of treating their conditions. Our vendors are HIPAA-compliant with a long list of healthcare certifications including Protected Health Information (PHI), PIPEDA, FERPA, PCI and SOC II. Our expertise includes:

• Omnichannel voice, text, chat, email and mobile app
• Clinical trials
• Clinical trial eligibility
• Scheduling for clinical trial studies
• Managing dozens of concurrent clinical trial study groups
• Select disease state experience including ADD, Diabetes, Rheumatoid Arthritis, ALS, Pain Management, Alzheimer’s, Bipolar Disorder, Asthma, Heart Disease, etc.
• Health Management Services
• Addiction Recovery Services
• Pharmacy locator
• Compliance and persistence (PCP management)
• Crisis management
• Supply constraints
• Market research
• Distribution
• Nurses and pharmacy techs on staff at call center(s)