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Loews Sapphire Falls Resort

18 mar 2019 11:00 a.m. - 20 mar 2019 1:30 p.m.

6601 Adventure Way,, Orlando, FL 32819

Medical Affairs and Scientific Communications Forum

3 Meetings, 1 Location: Medical Communications, Medical Science Liaisons, Medical Writing

Session 7 Track 1B: Is Your Contact Center Prepared for a Crisis?

Session Chair(s)

Amy  Van Sant, PharmD, MBA

Amy Van Sant, PharmD, MBA

President, Medical Affairs

Inizio Engage, United States

A crisis may be generally defined as an event or critical situation that has short term or long term impact. In the pharmaceutical industry, crisis situations may result from positive or negative news, and may be expected or unexpected. No matter the type of event, our contact centers are often impacted and need to be prepared as well as part of the solution in any effective crisis management plan.

Learning Objective : At the conclusion of this session, participants should be able to:
  • Describe the crisis management landscape and changing environment
  • Identify examples of high risk events or crisis scenarios in a call center
  • Describe how a crisis can impact a pharmaceutical organization and its contact center
  • Describe elements of a contact center crisis management plan
  • Identify items to consider when preparing the contact center for a crisis

Speaker(s)

Amy  Van Sant, PharmD, MBA

What is Crisis Management? An Overview of the Landscape and Changing Environment.

Amy Van Sant, PharmD, MBA

Inizio Engage, United States

President, Medical Affairs

Monica  Kwarcinski, PharmD

Are You Crisis-Ready? Planning for the Expected and Unexpected

Monica Kwarcinski, PharmD

Purdue Pharma L.P., United States

Vice President, Medical Affairs

Frank  Lock

Crisis Management Case Studies - Operational Impact and Lessons Learned

Frank Lock

AstraZeneca Pharmaceuticals, United States

Director, Information Center

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