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Session 6 Track 1: Customer and Stakeholder Engagement
Session Chair(s)
Yvonne Mehta, PharmD
Director, Global Medical Information
Gilead Sciences, Inc, United States
Join us for an engaging session on the future of customer and stakeholder engagement, where experts will share transformative insights into modernizing contact centers, scaling workforce operations and navigating complexities in payer communications. This session will cover groundbreaking advancements in automation and AI, strategic workforce solutions for maintaining excellence amid high call volumes, and the critical regulations that shape communication practices with payers. Attendees will gain a comprehensive understanding of how to optimize operations while prioritizing customer-centric approaches.
Learning Objective : - Describe the key advancements in contact center technology and explain how these technologies improve customer engagement and operational efficiency
- Outline effective strategies for managing high call volumes, including call deflection and training enhancements, and develop an action plan to apply these techniques in their own organizations
- Summarize key laws and regulations impacting manufacturer-payer communication
Speaker(s)
Evolution of Medical Information Contact Center
Valerie Huh, PharmD, MBA
Propharma Group, United States
Director, Global Innovation and Implementation
Can You Hold Please? Scaling Success: Strategies for Medical Contact Centers Facing High Demand
Courtney Phillips, PharmD
Thermo Fisher Scientific, United States
Associate Director
Demystifying Manufacturers' Communications to Payers
Iris Tam, PharmD
COEUS, United States
Senior Vice President and Head, Medical Affairs and HEOR
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