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Session 7 Track 1B: The Art and Science of Medical Information Contact Center Staffing
Session Chair(s)
David Bowers, PharmD
Senior Director, Operations
PPD, United States
Medical Information contact centers face an array of challenging questions related to staffing, including: How do we determine the appropriate amount of staff? Should we staff with nurses, pharmacists, or other staff? How do we build a cost effective model that answers inquiries quickly and effectively with a minimal number of transfers? Should we staff with a dedicated or shared staffing model? How do we build a flexible model that can respond to changes in volume and staffing? This will be an interactive session designed to maximize audience participation and idea sharing.
Learning Objective : At the conclusion of this session, participants should be able to:
- Discuss effective staffing models used in the medical information industry
- Recognize key levers that can be adjusted to impact staffing costs of a contact center
- Create strategies to increase flexibility in a contact center
Speaker(s)
Speaker
Kathleen Meyer Ritz
ProPharma Group, United States
Vice President, Global Medical Information
Speaker
John Warwick, PharmD
GRIFOLS Inc., United States
Director , Medical Information