Contact Center Clinical Teams

Inside clinical teams can add greater flexibility to your clinical communication.

Some brands require a clinical team as a key element of their healthcare communication solution.

The scope of clinical communications comprises starting and maintaining a high-science dialogue with key opinion leaders (KOLs) and high-priority healthcare professionals (HCPs), implementing Risk Evaluation and Mitigation Strategies (REMS) where applicable, as well as patient and caregiver education, lifestyle interventions, and adherence support.

While clinical communications are often handled by field teams, inside clinical teams offer some specific advantages. For instance, inside teams often have better success interacting with hard-to-see or no-see clinicians and are not limited by geography or by the clinical schedule of target HCPs. Inside teams can also make clinical information available on demand, to better suit HCP and patient needs.

PDI provides teams of highly trained professionals as your inside clinical communicators.

One of the biggest advantages of clinical communications is that it is nonpromotional. Clinical communicators can therefore be deployed prior to a drug launch, sometimes as early as Phase IIb. For delivery by inside staff, our dedicated healthcare contact center provides inbound and outbound clinical engagement services through a variety of channels, including phone, live video, chat, email, text, and web-integrated services (click-to-chat, click-to-email, click-to-call).We employ 3 groups of professionals for our inside clinical teams: medical science liaisons (MSLs), clinical health educators (CHEs), and help desk teams.

PDI’s inside medical science liaisons (MSLs) serve as a conduit for a science-driven exchange between your company and the medical community, in the same way that their field-based colleagues do. Our inside MSLs are professionals holding doctoral degrees, including PharmDs, PhDs, and MDs. They initiate and maintain a high-science dialogue with key opinion leaders, clinical trial investigators, and other thought leaders.

Our inside CHEs provide disease-state and product-specific education and support to patients, caregivers, and physicians, just like their field-based counterparts. These CHE teams are staffed by healthcare professionals such as RNs. They work to optimize health outcomes by facilitating patients’ adherence and retention to drug therapies and other healthcare regimens.

Finally, PDI’s help desk teams are staffed with highly trained, noncredentialed clinical health associates who answer common questions related to specific disease states and/or products and triage calls to credentialed CHEs as needed.

Our inside clinical teams are designed to strengthen the dialogue between all clinical stakeholders. They can:

  • Initiate and maintain a scientifically based dialogue with key stakeholders in the medical community
  • Allow your targets to choose the times and messaging channels that work best for them
  • Educate and support patients and caregivers to strengthen disease-state knowledge, ensure proper usage of specialty products, mitigate side effects, and promote treatment adherence

Learn how an inside clinical team can help your brand

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