REMS & RMP Support

A REMS (Risk Evaluation and Mitigation Strategy) or RMP (Risk Management Plan) is a critical safety program mandated by regulatory authorities to manage the risks associated with specific medications.

Customer service professional in a contact center wearing headset asking a coworker-a-question

These programs ensure that patient access to necessary drugs while minimizing potential harm. REMS or RMP focuses on preventing, monitoring, and managing a specific serious risk by informing, educating, and reinforcing actions to reduce the likelihood and severity of adverse events. These programs reinforce safe medication use behaviours and educate stakeholders on essential precautions. ProPharma's Contact Center Operations support REMS and RMP programs by serving as a central point of contact for patients and healthcare providers. We offer a globally accesssible REMS/RMP services in, over 40 languages, adapting to local working hours and days. Our offerings include scalability, flexibility, and customizable options to support an expanding REMS portfolio. By partnering closely with our clients, we share best practices driving both innovation and efficiency. We are committed to service advancements through the use of technologies such as workforce management tools, digital communication channels (including chatbots and live chat), customer satisfaction surveys after calls, and automated line testing.

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Inquiry Support

Inquiry Support

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Product Access and Information

Product Access and Information

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Adverse Event (AE) Management

Adverse Event (AE) Management

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Training and Education

Training and Education

Inquiry Support

  • Global Availability: ProPharma operates globally, offering support in all supported languages and aligning with local time zones.
  • Multi-Channel Platforms: Provides assistance across various regions through phone, chat, email and other communication channels.
  • Expert Management: Handles specific inquiries from healthcare providers and patients regarding risk management and minimization measures.
  • Informed Decision-Making: Facilitates informed decision-making for healthcare providers.
  • Comprehensive Resources: Maintains a repository of response documents and a comprehensive database of all submitted inquiries.
  • Regular Reporting: Ensures consistent and detailed reporting.
  • Compliance and Cultural Sensitivity: Complies with local legislation and adheres to local customs and cultures.
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Product Access and Information

  • Critical Product Access Information: Provides essential information to ensure access to critical products.
  • Efficient Dissemination: Streamlines the distribution of RMP materials, both electronically and in hard copy.
  • Pharmacy and Program Locator: Help locate pharmacies and programs that support access to REMS-required medications for patients.
  • Patient Support: We offer assistance to patients facing financial or access barriers.
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Adverse Event (AE) Management

  • Adverse Event Identification and Intake: Our experienced team efficiently identifies and intakes adverse events. Specific REMS questionnaire can be completed at intake.
  • Rapid Response: Quickly Identify and respond to safety concerns notifying these immediately to the client.
  • Accurate Triage: Ensure precise triage and effective communication with relevant teams.
  • Expedited Reporting: Adheres to accelerated  AE reporting timelines.
  • Post-AE Follow-Up: Conducts thorough follow-up after adverse events in the local language either in writing or via telephone.
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Training and Education

  • Educational Material Provision: Distributes educational materials to patients, including brochures, guides, and alert cards.
  • Up-to-Date Information: Keeps healthcare providers and patients informed on the latest risk management strategies and guidelines.
  • Compliance Reminders: Provides reminders and information on best practices to ensure compliance.
  • Certification Verification: Evaluates and verifies healthcare providers’ certification in REMS or RMP.
  • Educational Session Support: Facilitates registration and follow-up for educational sessions.
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Our REMS and RMP Experts

  • Valerie Huh Bio Photo

    Valerie Huh

    Director, Global Innovation and Implementation

    View Bio

  • Eric Brandon Bio Photo

    Eric Brandon

    Director, Patient Services & Contact Center Operations

    View Bio

  • Ana Ming Bio Photo

    Ana Ming

    Senior Global Innovation and Implementation Manager

    View Bio

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.

Eric has spent 30+ years in the pharmaceutical industry with the last 12 years striving to make a difference in Patient Services on the manufacturer side, as a consultant, and as a leader on the supplier side. As Director, Patient Services & Contact Center Operations he leads the strategy and oversight for global and regional Patient Support Programs (PSPs), Commercial Services, Clinical Trial Support, and other Global contact center-based programs.

He has a great passion for supporting patients wherever they are in their clinical trial or treatment journey. Eric inspires his team to focus on the patient and their specific needs to ensure they get the right support throughout their treatment journey, including insurance benefits verification, financial support, device training and support, concierge travel assistance and other innovative services. More importantly, we are here to provide the right level of professional resources to support patients through their treatment journey to ensure their safety and improve their health.

Ana Ming is a highly skilled pharmacist based in Australia, with 12+ years of experience in the pharmaceutical services and healthcare industries. Currently at ProPharma, she brings expertise in medical information management, patient care, and regulatory compliance. Additionally, Ana is a certified Justice of the Peace (JP), combining her healthcare experience with a commitment to community service and ethical leadership. Her collaborative approach, coupled with a focus on innovative solutions, makes her a valuable asset in optimizing patient outcomes and advancing pharmaceutical practices.

REMS & RMP Contact Center Support

Ensure safe medication practices and minimize risks with ProPharma’s REMS/RMP support services. Our globally accessible solutions provide expert assistance to patients and healthcare providers in over 40 languages, enhancing risk management through informed decisions and reliable communication channels.

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