Webinar—Maximize Patient Safety: Strategies for Building
Cost-Effective Global Contact Centers

This webinar explored strategies for building a cost-effective global Medical Information (MI) contact center. Experts discussed how to secure local market buy-in through understanding regional needs, engaging stakeholders, and practicing cultural sensitivity. They outlined approaches for achieving full market coverage, including comprehensive planning, efficient resource allocation, and leveraging technology like AI and automation. The session also covered ways to measure customer satisfaction using feedback mechanisms and key performance indicators, emphasizing continuous improvement to protect patient health and safety.

Our experts provided a clear guidance on creating and sustaining an effective, globally integrated MI contact center.

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Meet our Speakers

Anne Tegg

Director, Medical Information

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Hannah Hunter

Senior Director, Medical Information

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Dave Bezick

Senior Director, Medical Information Service Delivery

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Leanne Shaw

Senior Director, Medical Information

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Anne Tegg

Anne brings nearly 30 years of experience in the pharmaceutical industry in both medical and marketing roles. Anne has a comprehensive track record in managing medical information teams across Europe and beyond. Her passion is providing high-quality medical information to ensure patient health and safety for clients. Anne is currently the Director of Medical Information in Europe and has been with ProPharma for over five years.

Hannah Hunter

Hannah is the Senior Director of Medical Information (MI), Europe at ProPharma, where she leads dedicated client services across the continent. With 17 years of experience in Medical Information, Hannah has supported pharmaceutical companies globally. She is passionate about the evolution of MI to better meet the needs of customers and clients. As a proven leader, Hannah excels in guiding and inspiring her team to achieve excellence. She places a strong emphasis on the provision of telephone-based MI, recognizing its importance as the primary channel for MI inquiries and its potential for excellent service delivery. Additionally, she is focused on leveraging technology to enhance the efficiency and effectiveness of medical information teams.

Dave Bezick

Dave brings over 14 years of Medical Information Contact Center Management and Operations experience. A licensed Registered Nurse, he began his career as a front-line Medical Information Specialist and has continually advanced into roles of increasing responsibility within the Medical Affairs industry. He is currently the Senior Director, Medical Information Service Delivery (Operations and Account Management) at ProPharma. Dave's passion for the patient and HCP experience is evident in his approach to staff selection, employee development and operational excellence of his teams.

Leanne Shaw

Leanne brings 14 years of Medical Information Contact Center Management and Operations experience across Europe and Asia Pacific. Leanne begun her career in this space as a UK Medical Information Specialist and has continually advanced into roles of increasing responsibility including client management, operations management, and project leadership. Leanne is currently the Senior Director of Medical Information Services for JAPAC at ProPharma. Leanne’s key focus on service evolution and customer excellence helps deliver JAPAC services to the highest standard of success.