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Medical Information

Medical Information Market Landscape  

As technology advances and the needs of healthcare professionals and patients change, the Medical Information (MI) market dynamic must evolve in tandem. 

Most MI departments have transitioned from in-house contact centers to leveraging a contact center(s) operated by a service provider(s). The traditional call center model is outdated and centers of excellence for customer experience supersede them. In addition, MI services have gone beyond call centers, email, online web request forms and self-service portals for healthcare professionals, to now providing medical self-service portals for patients and consumers, offering live chat with medical information specialists, and building chatbots to address the most received questions. MI departments must ensure the content provided is easy to digest, navigate and utilize for different customer types.   

Now more than ever, partnering with the right MI service provider is crucial to ensure customer satisfaction and that appropriate service levels are met.  

EVERSANA’s Next Gen Medical Information Model  

EVERSANA’s holistic and customer-centric approach to MI services reimagines the industry’s one-size-fits-all model with an end-to-end, global solution tailored to each client’s needs with a focus on quality, value and expertise across people, process and technology.   

We form strategic and collaborative partnerships with our clients to develop tailored, flexible and scalable resource models, based on their needs, therapeutic areas, products, operations and infrastructure.   

EVERSANA offers one-stop services for organizations looking to establish and launch their MI services for the first time. These services include:  

  • Consulting services regarding industry trends and best practices; medical content development (e.g., SRDs, FAQs) 
  • Technology solutions such as validated and configurable MI database 
  • Self-service medical portals 
  • Medical chatbot with conversational AI and data analytic tools 
  • Global hubs with highly trained MI Specialists that are healthcare professionals (e.g., pharmacists)    

Foundational Pillars of EVERSANA’s Medical Information Services  

EVERSANA’s four foundational pillars of our MI Services provide high-quality service and engagement throughout the product life cycle and ensure optimal support of our clients’ stakeholders. Our expertise across people, process and technology has allowed us to establish operational excellence. 

  • Our approach is Value and Quality driven and deep-seated in our cultural beliefs of Client Delight and being Patient-Minded 
  • 20+ years of MI services experience supporting 200+ clients and extensive disease state expertise across multiple therapeutic areas 
  • EVERSANA develops tailored, flexible and scalable resource models to ensure key performance indicators and first-rate customer satisfaction and engagement are met 
  • Our MI services are deeply rooted in technology, innovation, quality, compliance and industry best practices, featuring multi-channel engagement, and are backed by metrics and data analytics

Global Capabilities   

With established global MI hubs in the U.S., Europe, Japan, and India, EVERSANA provides MI support globally to clients in the U.S., Canada, Europe, LATAM, Japan, and APAC.

EVERSANA hires and trains MI Specialists, primarily pharmacists, with healthcare professional backgrounds across all our hubs to manage medical inquiries. 

EVERSANA’s global MI capabilities include: 

  • Native language support from our locally based medical information teams 
  • Understanding of local cultures, laws, regulations and best practices in relation to medical information inquiry, adverse events and product complaint handling 
  • Flexible staffing models (Shared, Dedicated and Hybrid) and scalable global contact center solutions to meet your changing needs 

Ready to talk to medical information experts about how this model can support your strategy and tactics? Schedule a meeting. 

Medical Information Contact Center Services

EVERSANA provides a comprehensive suite of integrated and scalable services that includes product and MI contact centers, adverse experience reporting intake services, product complaint intake services and clinical trial information contact center services. 

Adverse Event Reporting

  • MI Specialists are trained to detect adverse events while processing MI inquiries 
  • SOPs in place for data collection, documentation and processing of information required to file safety reports 
  • Initial mandatory training and annual refresher and client training 
  • Configurable and customizable AE collection forms 
  • Ability to administer client and product AE questionnaires  
  • Comprehensive intake and data collection forwarded to client internal safety department on an expedient and timely basis; E2B output available 
  • Direct and ongoing interaction with client’s PV designer as applicable 

Product Complaint Reporting

  • MI Specialists are trained to detect product complaints while processing MI inquiries 
  • Detailed SOPs for processing Product Complaints (PCs) 
  • Initial mandatory training and annual refresher and client training 
  • Configurable and customizable PC collection forms 
  • Instructions provided for returning suspected defective products 
  • Guidance provided regarding product replacement/credit 
  • Direct and ongoing interaction with client’s QA designer as applicable 

Clinical Trial Contact Center

  • Clinical trial protocol information 
  • Recruitment 
  • Screening for eligibility 
  • Referral to study sites 
  • Notification of candidate referral 
  • Expanded access/compassionate use 
  • Patient outreach programs for protocol compliance 
  • Clinical trials emergency hotline 

Explore EVERSANA’s MI market insights and the benefits of our innovative end-to-end global MI services.  

Client Delight and Testimonials​

“A benefit that I find, in addition to what I have stated, supportive and reliable, is they are an extension of my team and resources and how we deliver on our work. Their service offerings are pretty comprehensive, and we use them pretty comprehensively when it comes to medical information services. They are a key integral part of our model of how we operate and deliver.”

Client Delight and Testimonials​

“Reliable.  Their thoroughness in operational support. Consistency in their management and employees’ engagement. There is not a lot of turnover from what I see. Some people have been with the company since its inception, and I think that is a good sign. Their industry experience and engagement with other pharma companies brings a lot of value to new companies like ours who may or may not be experiencing things for the first time.”

Client Delight and Testimonials​

“The comprehensive end-to-end med info contact services. Not only from a comprehensive med info contact center services, their service offering goes beyond into digital solutions. For example, HCP self-service portals and integrations system and database integrations. That is the differentiating factor characteristic for EVERSANA and ties back to the value I see in them as a service, an extension of my team in a comprehensive med info capacity.”

Client Delight and Testimonials​

“They are very focused on meeting the needs of their customers, and not only the customers that call in with questions, but also, they are very much interested in working with their client customers to involve all necessary stakeholders to make sure the best information and comprehensive information gets to them.”

Client Delight and Testimonials​

“A very customizable approach. I know they like to tout themselves as being the Nordstrom of what they do. It is very customer centric, unlike other call centers I’ve worked with. And then the second benefit is that they employ all PharmDs. It is all PharmDs on the front line of the call.”

Client Delight and Testimonials​

“Their access to different resources and then I think also the accountability in regard to the follow up. They are really diligent in regard to communication and also just making sure that the customer needs are being met.”

Client Delight and Testimonials​

“EVERSANA stands out from other companies because of the longevity of their employees and experience in this space as a specialty vendor for medical information and call center management.”

Client Delight and Testimonials​

“Confident, experienced, and professional. They are true partners, provide us with guidance, and it has been a flawless experience for us. They are timely, organized, understand what they are doing. It has been an incredibly, great experience.”

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