April 19, 2023
Our "Meet the Expert" series introduces you to our team of experts around the world. This "behind the curtain" view will help you get to know who we are on a professional and personal level, and highlight how our colleagues work together on our higher purpose to improve patient health and safety throughout the complete product lifecycle.
I am responsible for providing strategic inputs and leadership for the creation of innovative blueprints for global Medical Information, start-up, and implementations for high-value Medical Information projects, and streamlining internal processes for efficiency and effectiveness of operations.
One example is the integration of Patient Support Programs (PSPs) within Medical Information Contact Centers (MICCs) to enhance customer journeys.
MICCs provide healthcare professionals (HCPs) and the public with scientific and evaluated clinical information about marketed products to support informed patient care decisions. PSPs deliver patient education about disease and therapy, patient assistance with onboarding and adherence to therapy, and provider’s office support. Having PSPs in MICC adds value to the clients and their customers as they can utilize one contact center for a variety of healthcare needs.
My role contributes to ProPharma’s higher purpose by expanding programs that provide crucial information to patients and their HCPs to improve patient health and safety.
Most readers would agree that agility is crucial for efficient operations, particularly after most of us were forced to test out the organizational level agility during the pandemic.
One valuable lessonI learned years ago is that workplace agility stems from employees, not just procedure. We can develop an agility plan that outlines action items, including detailed sub-bullet points. However, the key to a successful transition lies in the ability of individuals to adapt promptly and willingly to changing circumstances with flexibility. It fosters employees' openness to change and empowers them through their adaptive capabilities. This ultimately makes us deliver consistent quality Medical Information and Patient Support services no matter how things change for our clients and their customers. A business continuity plan is important, but what’s more important is cultivating agility within individuals by promoting open communications, encouraging decision-making, and commemorating changes to help shift mindsets.
What I love about my job is not a single day is similar to another day. This may sound unstable or uncomfortable for some readers, but coming to work with the mindset that I will explore the unknown and learn new things is quite exciting. Innovation doesn't just come from being creative or imaginative, but from a deep understanding of current processes and technologies, identification of gaps and opportunities, endless research and brainstorming sessions on improvement options, multifaceted feasibility and business case evaluations, and working with key stakeholders from multi departments from piloting to go-live and continuous monitoring.
Although I joined ProPharma with expertise in Patient Support Programs, implementing this in the new organization was a big adventure navigating through the new infrastructure, and procedures, and collaborating with various experts in ProPharma.
One current trend in Patient Support Programs is a personalization of therapy and patient care support. Personalization involves tailoring treatment to the patient’s unique needs and circumstances, recognizing that every patient is different. Personalization can manifest in many forms, including targeted drug or biological therapy, coping strategies, and monitoring through wearables and mobile apps. This impacts our clients to develop and study specific use cases to support personalization and we help their patients to get onboarded to the therapy by working with the patients, their caregivers, healthcare providers, payors, and pharmacies. We also follow up and monitor the therapy, sharing any progress and addressing barriers or difficulties, and aid patients stay adherent.
Personalization and patient-centric services align with ProPharma’s purpose to improve the health and safety of patients.
ProPharma has been growing through partnerships, leveraging new acquisitions, and developing innovative solutions that harness the intersection of talent and capabilities. Naturally, these interactions encompass diverse perspectives, experiences, and business expertise, enabling ProPharma to approach ventures of varying complexity and scale with versatility and clarity. We respect and embrace the revolution of our company together and align ourselves with a shared purpose, mission, and values.
TAGS: Meet the Expert
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