medical information
25 years of Providing World-Class Medical Information Services.
Comprehensive Medical Information and Contact Center Services
With strategically positioned and seamlessly integrated contact centers around the world, we provide customizable medical information services to meet the needs of companies of all sizes. Whether you need medical information, patient support, commercial inquiry handling, or other extended medical information services, our team of medical information specialists have the knowledge and experience to effectively support your needs.
Medical Information and Global Contact Center Solutions:
Our innovative, market-leading technologies, and 24/7/365 contact centers allow us to provide best-in-class medical information services.
Global Contact Center Support
A global contact center plays a vital role in ensuring consistent service, accessing global talent, offering multilingual support, establishing scalability, providing 24/7 availability, and maintaining redundancy and disaster recovery capabilities. Our contact center empowers our clients to efficiently and effectively deliver Medical Information, Patient Support, and Commercial services, allowing them to cater to the needs of a global customer base. Simultaneously, it helps them achieve cost savings and enhance their competitiveness in the global marketplace.
Bilingual Native Speakers
Our team of highly trained specialists includes bilingual native speakers in more than 35 languages. With globally integrated contact centers around the world, we can respond to product inquiries in a manner that is not only consistent with product labeling and regulatory guidance, but also consistent with local evidence, culture, and communication styles.
Medical Information
ProPharma has 25 years of expertise in delivering Medical Information services to our clientele. We specialize in distributing vital information regarding our clients' healthcare products to healthcare professionals, patients, and the wider public. Our dedicated team consists of seasoned healthcare professionals (HCPs) and graduates in life sciences who function as an integral part of your team, facilitating the exchange of clinical and scientific information related to drugs and devices, as well as product safety. Medical Information is a vital component that ensures the safe and effective use of healthcare products, supports healthcare professionals in their practice, and helps pharmaceutical and biotech companies comply with regulatory requirements.
Technology Enablement
In Medical Information, we are integrating advanced technological tools such as AI to enhance the efficiency and quality of our services. By embedding these technologies into our workflow, we enable patients and healthcare providers to reach us more quickly, allowing our team to promptly deliver necessary information with improved service quality. We adopt the co-pilot concept, where AI assists our MI specialists to be more efficient, while our specialists meticulously review AI’s work for accuracy, completeness, and compliance before delivering it to patients and healthcare providers. This synergistic approach not only accelerates response times and improves service quality but also ensures patient safety through human oversight. As we continue to evolve with technological advancements, we remain committed to providing reliable medical information services.
Adverse Event Intake and Follow-up Services
ProPharma's Medical Information (MI) team is trained on Adverse Event (AE) intake since onboarding as part of MI processing. We ensure that every AE is collected for patients' safety, customer journey, and compliance at every contact center exchange and sent to the designated pharmacovigilance (PV) department. For a seamless experience, ProPharma offers comprehensive AE processing and reporting through our dedicated PV team to supplement or fully outsource your existing PV function.
Comprehensive AE Intake
Our skilled specialists follow established global processes and guidelines to obtain timely, accurate, and comprehensive AE information. ProPharma conducts refresher training, regular updates, and quality monitoring to ensure that every AE is detected and delivered to PV within 1 business day. Our AE collection forms can be customized for your needs in our fully validated database and our specialists are experienced with various client databases and AE forms.
Adverse Event Follow-up
Our experienced MI team is fully equipped to execute outbound follow-up communication and collect additional data that was not available at initial intake, which lessens the burden on your pharmacovigilance department.
Seamless Integration to Pharmacovigilance
All AE records automatically migrate from MI to the PV database within ProPharma, and you can review and monitor all cases from beginning to end in a single-point access 24/7. ProPharma can also integrate (E2B) with your PV database for the seamless and timely transfer of AE records.
Product Complaint Intake and Follow-Up Services
ProPharma's MI team is trained on Product Quality Complaint (PQC) intake since onboarding as part of MI processing. We ensure that every PQC is collected for patients’ safety, customer journey, and compliance at every contact center exchange and sent to the designated quality department. We are dedicated to supporting your customers and patients by handling every PQC and your company’s reputation with empathy and care.
Comprehensive PQC Intake
As your trusted MI partner, our highly trained specialists follow established global processes and guidelines for handling PQC events, to meet regulatory reporting requirements as well as your company’s own internal quality and manufacturing standards. ProPharma conducts refresher training, regular updates, and quality monitoring to ensure that every PQC is detected and delivered to the quality department within 1 business day. Our PQC collection forms can be customized for your needs in our fully validated database and our specialists are experienced with various client databases and PQC forms.
Global Quality Serialization and Product Surety
We work collaboratively with our clients to offer centralized solutions for Global Quality Serialization and Product Surety (Level 5 Alerts), compliant with EU FMD and US DSCSA. Our skilled staff have extensive experience with the alerts that are generated within the European Medicines Verification System (EMVS), detected by a national system, which are escalated to other stakeholders, including National Competent Authorities (NCAs) as they are generated. Our experienced team are also fully equipped to follow the process requirements for triage, follow-up, and closure of any Product Quality Serialization Verification requests. The intent of the requirements for reporting Level 5 Alerts set out in the Falsified Medicines Directive is to protect patient safety. Therefore, we ensure that our approach is pragmatic, effective, efficient, and solely focused on you and your patients.
Explore DSCSA Compliance and Serialization ServicesProduct Retrieval
Our specialists communicate product retrieval instructions as well as company policies regarding product replacement or reimbursement requests. We can also create a product retrieval kit and logistics to provide to the customers to return the products to your quality department or manufacturer.
Talk to an ExpertPatient Support and Commercial Services
ProPharma offers extensive Patient Support and Commercial Services to support our clients' customers and patients to provide bespoke, best-in-class global Patient Support around the world. Our diverse team of global contact centers and certified field partners support patients and healthcare professionals worldwide in obtaining, understanding, and adhering to therapies for a well-rounded customer journey.
Medical Writing, Content Management & Translation
Medical writing is an essential part of scientific information exchange, which requires expert knowledge to analyze and prepare a variety of clinical and patient documents.
Our team of writers, editors, and quality reviewers knows what it takes to produce clear, concise text for your clinical, scientific, and regulatory needs.
Standard Document Creation
Our query management services include developing and updating libraries of standard response documents, sourcing and supplying clinical papers, and writing safety summaries. Our team of bilingual, native-speaking medical professionals can create or translate key standard documents in more than 35 local languages.
Custom Response and Content Management
Clients turn to ProPharma for quality and affordable custom response documents, delivered in a timely manner. Our team has experience in all therapeutic areas, with backgrounds in both the life science industry and academia. We provide a full range of content services, including literature research, writing custom response documents, and adapting documentation for use in other geographies.
Response Document Maintenance
We understand the importance of keeping your documents up to date with strict version control to provide the most accurate responses to inquiries. We work with your teams to take this burden off your hands, with efficient document management processes that our clients trust and rely on.
Translation and Localization Services
We support your internal teams by creating new standard response documents, generating custom responses, and translating existing global and/or regional documents into one of over 35 supported languages. Our knowledgeable staff of bilingual native speakers leverage their extensive medical and communications experience to create effective documents that are consistent with local evidence, culture, and communication styles.
Other Medical Writing Services
From general guidance on strategy and formatting to specific projects — we can support your organization and adapt to changing needs.
- Project compilation, hyperlinking, and publishing
- Comprehensive project management
- Content editing and proofreading: Including a QC review of data against text and source documents
- Style guide and template creation
- Literature searches, analysis, reference libraries, and citations
- Standard operating procedure (SOP) development
- Abstracts, Manuscripts, and White Papers
- Patient Education
- Informed Consent forms
- Clinical Study Reports (CSRs) and narratives
- Publication strategy
Animal Health Medical Information & Pharmacovigilance Services
ProPharma provides comprehensive Animal Health Medical Information (MI) and Pharmacovigilance (PV) support services, including expertise with the multiple regulatory environments that varied species and active ingredients require. ProPharma’s Animal Health team includes experienced veterinarians, pharmacists, veterinary technicians, and other healthcare professionals who ensure the highest levels of compliance. This enables us to respond to medical inquiries in a manner that is not only consistent with product labeling and regulatory guidance but also recognizes the connection between animals and people and the importance of communication between interdisciplinary healthcare professionals. ProPharma’s team of experts provides a customized solution to fit the Animal Health MI and PV needs of companies of all sizes. Whether you need to augment your internal team or need to completely outsource the Animal Health MI or PV functions globally, ProPharma has the right solution for your specific needs.
Animal Health & Toxicology Medical Information Contact Center
- Global 24/7/365 contact center support on Medical Information inquiry fulfillment, escalation, Adverse Event/Product Complaint intake and follow-up services
- Accidental exposure triage with toxicology assessment and follow-up services
- Crisis detection and client emergency bullhorn actions
Animal Health Pharmacovigilance Services
- Adverse Drug Experience (ADE) assessment and processing
- FDA Center for Veterinary Medicine (FDA CVM) ADE report preparation and review
- Signal detection and management
- Single service integration of non-FDA product regulatory needs including but not limited to NASC, EPA/FIFRA, USDA, and Health Canada/PMRA
Leading Medical Information and Contact Center Services for Over 25 Years
ProPharma has been expanding medical information and contact center services since 1994 through partnership, leveraging new acquisitions, and building creative solutions at the intersection of talent and capabilities.
1994
1997
1998
2000
2011
2014
2015
2018
Founded
Prosar
Toxicology Call Center providing Animal Services and Medical Information in the United States.
Founded
SOLUTIONS in Health
Established as a leader in Canadian Medical Information services.
Founded
Professional Information Ltd.
Delivering Medical Information services in Europe and APAC.
Founded
Advanced Response Management (ARM)
Delivering Medical Information services in the Unites States.
Acquired
Advanced Response Management (ARM)
Expanded ProPharma’s suite of services to include Medical Information based in the United States.
Acquired
Professional Information Ltd.
Professional Information Ltd. joined ProPharma, expanding medical information services across Europe and APAC.
Acquired
Prosar
Prosar joined ProPharma, continuing to grow our excellence in call center services.
Acquired
SOLUTIONS in Health
SOLUTIONS in Health joined ProPharma, expanding our services to Canada.
1994
Founded
Prosar
Toxicology Call Center providing Animal Services and Medical Information in the United States.
1997
Founded
SOLUTIONS in Health
Established as a leader in Canadian Medical Information services.
1998
Founded
Professional Information Ltd.
Delivering Medical Information services in Europe and APAC.
2000
Founded
Advanced Response Management (ARM)
Delivering Medical Information services in the Unites States.
2011
Acquired
Advanced Response Management (ARM)
Expanded ProPharma’s suite of services to include Medical Information based in the United States.
2014
Acquired
Professional Information Ltd.
Professional Information Ltd. joined ProPharma, expanding medical information services across Europe and APAC.
2015
Acquired
Prosar
Prosar joined ProPharma, continuing to grow our excellence in call center services.
2018
Acquired
SOLUTIONS in Health
SOLUTIONS in Health joined ProPharma, expanding our services to Canada.
Medical Information and Contact Center Global Footprint
North America
Europe
Asia Pacific
Hyderabad
3rd Block, 7th Floor,
My Home Hub, Madhapur, Patrika Nagar, HITEC City,
Hyderabad, Telangana 500081
Makati City
7th Floor Office F
Armstrong Corporate Center
HV Dela Costa Ave.
Salcedo Village
Makati City
Medical Information and Contact Center Global Footprint
US and Canada
Raleigh (HQ)
107 West Hargett St.
Raleigh, NC 27601
Philadelphia
501 W. Office Center Dr, Suite 350
Fort Washington, PA 19034
Windsor
3000 Temple Dr, Suite 200
Windsor, ON N8W 5J6
UK and Europe
Berlin
Siemensdamm 62
13627 Berlin
North Yorkshire
Olliver, Aske, Richmond
North Yorkshire, DL10 5HX
Asia Pacific
Melbourne
Suite 6, Ground Level
452 Johnston Street
Abbotsford, VIC 3067
Hyderabad
3rd Block, 7th Floor,
My Home Hub, Madhapur, Patrika Nagar, HITEC City,
Hyderabad, Telangana 500081
Tokyo
5-27-5 Sendagaya, Shibuya-ku (suite 13-101, 13-102, 13-113, 13-130)
Makati City
7th Floor Office F
Armstrong Corporate Center
HV Dela Costa Ave.
Salcedo Village
Makati City
Shanghai
138 HuaiHai Zhong Lu
3F
Huangpu District
Shanghai
Medical Information Experts
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Rajul Jain
President, Medical Information
View Bio
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Dave Bezick
Director, Medical Information
View Bio
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Hannah Hunter
Director, Medical Information
View Bio
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Katie Tonge
Director, Medical Information
View Bio
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Leanne Shaw
Senior Director, Medical Information
View Bio
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Valerie Huh
Director, Global Innovation and Implementation
View Bio
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Victoria Evans
Director, Medical Information
View Bio
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Eric Brandon
Director, Patient Services & Contact Center Operations
View Bio
Rajul Jain
Rajul Jain has over 19 years of international experience in Medical Information (MI), Pharmacovigilance (PV), Technology, and Program Management. With an extensive educational background including an MBA, Engineering degree, PMP, Medical Affairs Competency Certificate (ACMA), and various other healthcare certifications, she brings a wealth of knowledge to her roles. She is currently President of Medical Information in ProPharma with responsibility for oversight and expansion of global contact center operations. Prior to this, she managed all of the MI programs for IQVIA and technology and automation solutions for MI/PV programs. Rajul is passionate about improving business processes and fostering innovative solutions in the healthcare and pharmaceutical industry.
Dave Bezick
Hannah Hunter
Katie Tonge
Leanne Shaw
Valerie Huh
Valerie Huh brings over 20 years of experience in the pharmaceutical and healthcare industries, with expertise in global operations and process improvements. She holds a Doctor of Pharmacy (Pharm.D.), a degree in Chemistry, and an MBA with a certificate in business analytics. In her current role, she leads innovation and technology enablement in Medical Information and supports business expansions, driving forward strategic initiatives to enhance service quality and operational efficiency.
Victoria Evans
Eric Brandon
News & Insights
October 9, 2024
ProPharma Receives 2024 CPHI Regulatory and Compliance Award
ProPharma wins CPHI Pharma Award for excellence in regulatory and compliance innovation, enhancing efficiency and accelerating market access for life-saving therapies.
October 7, 2024
PMA Post-Approval Study Considerations
Learn the essential considerations for conducting Post-Approval Studies (PAS) for medical devices, including protocols, timelines, and reporting requirements to ensure compliance with FDA regulations.
September 30, 2024
ProPharma Names Dawn Sherman Chief Executive Officer
Dawn Sherman rejoins ProPharma as CEO, bringing nearly 30 years of industry experience to lead the regulatory, clinical, and compliance services provider.
September 24, 2024
ProPharma Honored in the 2024 Clinical Trials Excellence Awards
ProPharma honored with Clinical Trials Excellence Award 2024, recognizing their outstanding contributions in the pharmaceutical industry.
September 24, 2024
ProPharma Honored in the 2024 Clinical Trials Excellence Awards
ProPharma honored with Clinical Trials Excellence Award 2024, recognizing their outstanding contributions in the pharmaceutical industry.
June 13, 2024
ProPharma Receives 2024 CRO Leadership Award
ProPharma wins 2024 CRO Leadership Award for exceeding expectations in key categories, solidifying its position as a top global research consulting organization in the life sciences industry.
June 10, 2022
The Cost of Poor Project Management
Project Management isn’t for the faint of heart. There is a shockingly high rate of project failure… but on the other hand, great project management can be a key differentiator that leads a company...
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Successfully Passing MHRA Inspections for Overseas Manufacturing Sites
ProPharma offers GMP and GDP compliance services from clinical development to commercial distribution of the products' lifecycle. ProPharma’s Compliance and Quality team completed the first on-site...
News & Insights
Complex Needs Require Custom Solutions
ProPharma builds solutions at the intersection of innovation and flexibility. We’re here to offer a custom alternative that fits your unique needs. Standout solutions scaled to your size.