The Situation
The client asked EVERSANA for ‘high-touch’ medical information services to support the therapy and complexity of its manufacturing and logistics, from patient to delivery. The client also asked for staff highly trained and knowledgeable in the product’s therapeutic area in the emerging field of cell therapy.
The Solution
Different staffing options were presented to the client – and a hybrid model comprised of dedicated pharmacists and a team of shared pharmacists was implemented. The hybrid model offered the advantage of having dedicated pharmacists and subject-matter experts available to work in close collaboration with the client, with the flexibility of adding or reducing the number of shared pharmacists to accommodate the changing staffing needs of the client in both the pre- and post-launch phases. Pre- and post-launch EVERSANA maintained phone call handling service level rates above industry standards. The hybrid model also offered the advantage of reducing the financial responsibility for the client when compared to the fixed costs associated with a dedicated model.
EVERSANA worked collaboratively with a client to develop a Contact Center program to support the launch of a breakthrough, first-in-class engineered T cell cancer immunotherapy. With consideration to the specialized nature of the therapy including cell collection, manufacturing and logistics, treatment process and anticipated risk evaluation mitigation strategy (REMS) program requirements, EVERSANA estimated the inquiry volume and proposed a staffing model with the flexibility to support the therapy and the client’s investigational cell therapy pipeline in both pre- and post-launch phases. The Contact Center program – development of a medical communications management plan, workflow processes, configuration of EVERSANA’s medical information system, staff training, and alignment of communication between the client and EVERSANA – was successfully established in approximately 3 months.
The Results
For commercial launch, EVERSANA added a shared pharmacist staff to support a projected increase in call volume, extend Contact Center hours and initiated after-hours services for the client within a pre-defined timeline.
When the client was acquired by another company, they chose to continue services with EVERSANA despite a business initiative from its parent company to unify contact center services with its vendors. The client continued to utilize EVERSANA’s services and frequently expressed how pleased they were with the quality of our services, our staff’s knowledge in the therapeutic area of cell therapies and our highly refined processes executed to expected standards. The client also expressed their appreciation for our forward-thinking and flexibility in services and operations to meet their tailored, ever-changing needs.
The Contact Center program – development of a medical communications management plan, workflow processes, configuration of EVERSANA’s medical information system, staff training, and alignment of communication between the client and EVERSANA – was successfully established in approximately 3 months.