Technology Enablement Medical Information Services

ProPharma’s Technology Enabled MI Expertise

In Medical information, we are integrating advanced technological tools such as AI to enhance the efficiency and quality of our services. Our approach is to embed the technologies in our workflow for patients and healthcare providers to reach us quicker and our team to provide the needed information promptly with a higher quality of service. AI can be part of our workflow from triaging, content search, response generation, quality control, and analytics.

We adopt the co-pilot concept where AI assists our MI specialists to be more efficient and MI specialists meticulously review AI’s work for accuracy, completeness, and compliance before delivering to patients and healthcare providers. This synergistic approach not only accelerates response times and improves service quality but also fosters a collaborative environment where human expertise and AI capabilities complement each other effectively. As we continue to evolve with technological advancements, we are committed in providing reliable medical information services.

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AI Technology Use in Medical Information Services

Illustration of how ProPharma's Tech Enablement capabilities serve specific needs
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Natural Language Processing (NLP)

Natural Language Processing (NLP)

Medical Information icon

Advanced Search Engine for Contents

Advanced Search Engine for Contents

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Generative AIs for Response Delivery

Generative AIs for Response Delivery

Adverse event intake icon

Enhanced Quality Control and Analytics

Enhanced Quality Control and Analytics

Natural Language Processing (NLP)

As a contact center, NLP can be implemented throughout the MI workflow. Voice recognition can be used in incoming calls for faster triage compared to selecting menu options for patients, their caregivers, and healthcare providers. IVR messages or automatic responses can be recorded with an AI voice generator in seconds with over 50 languages and various voice options. Additionally, a voice generator is a great tool to leverage how to pronounce certain medical terminology or non-native language vocabulary.

Although we pride ourselves in our services with more than 35 native-speaking professional specialists, AI translation allows us to cover more languages and reach additional countries This enables us to extend access to medical information to smaller markets previously underserved. Non-native speakers can assist inquiries in other languages if unexpected volume increases are occurring in different regions. The combination of AI translation and voice generation, validated for accuracy and quality, can produce a verbal response by non-native or non-proficient speakers. This ensures the timely delivery of responses to patients and healthcare providers during periods of unusually high inquiry volume.

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Advanced Search Engine for Contents

In the MI workflow, keywords are used to find documents that contain appropriate responses to inquiries. Most database keyword search is based on exact spell matching, and the correct documents may not be retrieved with misspelling or non-matching terminology. Advanced search engines, however, can recognize and correct misspellings and fetch documents that not only match the keyword but also the synonyms. For example, when the specialists search for ingredients, and AI enabled process searches for formulation, excipients, components, and such. This increases efficiency in the workflow by reducing the need to repeat searches with multiple keywords, ultimately delivering the MI response quickly for our patient care decision.

Person working on desktop and laptop devices

Generative AIs for Response Delivery

Generative AI is a powerful tool and can aid our specialists in generating MI responses, documents, and patient materials. AI scans and reviews large datasets and literature, extracting relevant information in a matter of seconds and summarizing it for specialists or medical writers to evaluate and edit. It also converts documents from one format into another such as adapting external documents to internal templates with translation. AI is consistent with terminology, style, and formatting throughout the document and across the same type of documents and can be trained to adhere to compliance requirements. This significantly reduces the time for specialists and medical writers to research the databases and draft documents from the blank, delivering the necessary information for therapy decisions faster for healthcare providers.

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Enhanced Quality Control and Analytics

Real-time transcription (speech-to-text) tremendously augments the efficiency and quality of various parts of the MI workflow. AI can analyze real-time conversations to support specialists in locating the relevant documents for response and suggest conversational advice based on the customer's intent and sentiment. Additionally, AI can detect adverse events (AEs) or product quality complaints (PQCs) within a conversation to prompt the specialist to take appropriate action. This ability directly applies to the quality control process, where both verbal and written inquiries are scanned for accuracy, completeness, AE and PQC intake, soft skill, and other specific components, which improves the performance and quality of MI teams.

The transcription is a source document that contains the entire conversation. It is impractical to listen to all calls, but with transcription, we can see all calls and have a much bigger and richer pool of data. This means better representation of the population, reduced biases, and more detailed analysis that could provide valuable insights that could aid business decisions for patient care.

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Experience the Future of Medical Information Services

Our technology-enabled approach ensures rapid, accurate, and high-quality responses for patients and healthcare providers. Partner with ProPharma and experience the synergy of AI and human expertise today.

Technology Enablement Experts

  • Rajul Jain Bio Photo

    Rajul Jain

    President, Medical Information

    View Bio

  • Emily Bevington Bio Photo

    Emily Bevington

    Associate Director, Global Innovation and Implementation

    View Bio

  • Valerie Huh Bio Photo

    Valerie Huh

    Director, Global Innovation and Implementation

    View Bio

  • Ana Ming Bio Photo

    Ana Ming

    Senior Global Innovation and Implementation Manager

    View Bio

Rajul Jain has over 20 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.

Emily Bevington has 9 years of experience in Medical Information Operations and Program and Project Management. She has studied BSc Biological Sciences and MSc Artificial Intelligence. With a background in technology and programming, she is competent in the design, development and deployment of technology solutions, with a particular focus on Data Science, Artificial Intelligence and Machine Learning.

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.

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.

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