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Global Medical Information (MI) Contact Centers

ProPharma Group’s Medical Information Contact Center services “follow the sun,” providing 24-hour services for pharmaceutical companies. Our team is comprised of experienced healthcare professionals (HCPs) and life science graduates who act as an extension of your team, communicating essential product information in the areas of drug/device information and product safety.

Global 24/7/365 Contact Center Support

Our team of highly trained MI specialists includes bilingual native speakers in more than 30 languages. With eight strategically positioned and globally integrated contact centers around the world, we offer 24/7/365 contact center support for first line, second line, and triage MI in both dedicated and shared models. We support your patients and your organization with expert handling of all MI requests, adverse event (AE) intake, and product quality complaint (PQC) intake.

Adverse Event (AE) Intake and Follow-up Services

Our skilled staff follows established processes and guidelines to obtain timely, accurate, and comprehensive adverse event information. All AE data is thoroughly documented in either our fully validated database or your MI database, and AE case records are sent to the designated pharmacovigilance (PV) department within one business day. Our experienced MI team is also fully equipped to execute outbound follow-up communication, to collect additional data that was not available at initial intake and lessen the burden on your pharmacovigilance department. For a seamless experience, ProPharma Group offers comprehensive AE processing and reporting through our dedicated pharmacovigilance team to supplement or fully outsource your existing PV function.

Product Complaint Intake and Follow-up Services

As your trusted MI partner, our highly trained staff follow established processes and guidelines for handling PQC events, to meet both regulatory reporting requirements as well as your company’s own internal quality and manufacturing standards. Our experts can conduct case follow-ups and/or provide full case processing on your company’s behalf. We are dedicated to supporting your customers and patients, beyond just satisfying regulations.

After Hour Services

As a “follow the sun” provider of MI services, we operate at full capacity beyond normal business hours providing you with around the clock, global support services.

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