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Mobile Technology Changes the Face of Hosted Medical Information in the Call Center

Mobile technology is changing the face of medical information as new mobile apps available in the market help field forces and medical information teams better track physician conversations.

This insight is presented in a newly released report by Cutting Edge Information that shows impact of mobile technology has also changed the face drug companies’ field-forces.

Cutting Edge Information’s new study, “Medical Information Teams and Call Center Management,” indicates that healthcare providers and field-forces alike now have access to smartphones and tablets helping them to communicate in an effortless and efficient manner.

For instance, mobile devices have enabled companies to identify a spike if any in one off-label question. These companies then direct their medical information team to develop a new standard response document that can be distributed through the call center.

“If the majority of incoming inquiries skew toward off-label inquiries, it could indicate that sales reps are inadvertently triggering an off-label discussion, which would carry significant compliance risks,” said Ryan McGuire, research team leader at Cutting Edge Information.

Cutting Edge Information’s new study also reveals that many medical science liaisons (MSLs) and sales representatives now receive tablets directly from their respective pharmaceutical companies. Access to tablets enables these MSLs and sales reps to submit clinician requests directly to the company through form-based apps.

Readers of this report will also gain useful insight to help pharmaceutical companies better manage medical information teams’ operations, including their call centers. This report will help them to align medical information teams to support other functions throughout the company as well as explore best practices for creating and reviewing standard response documents.

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Edited by Amanda Ciccatelli

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