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Crystal Ball Management: Preparing for Expected and Unexpected Events

Track:
Medical Communications

Day & Time:
March 12, 1:00PM - 2:30PM

Room Number:
Ballroom Salon G

Type:
Session

Title:
Crystal Ball Management: Preparing for Expected and Unexpected Events

Chair(s):
Timothy E. Poe, PharmD
Director
TEP Consulting, LLC, United States

Description:
The management of handling the complexities of day to day operation of medical information and contact centers may lead us to think we need a crystal ball to manage this business. In this session we will discuss a framework for this thought process and discuss the architecture of successful planning, including communication with cross functional partners. Case studies will be presented to illustrate some of the “events” that require planning and actions to minimize customer and patient impact. Included will be mergers and acquisitions, joint ventures, product recalls/withdrawals, product shortages and inclement weather/natural disasters. This will be an interactive session where the audience will be asked to participate by sharing best practices.

Learning Objective(s):
Recognize the benefits of good planning as it impacts your customers and patients
Describe the architecture of successful planning for expected and unexpected events and demonstrate how to apply these capabilities when the unexpected happens
Describe the ideal positioning of Medical Communications and Contact Center within the organization by discussing good working relationships, identify boundaries between functional groups and ways to overcome them

Presentation(s) & Speaker(s):
Crystal Ball Management: Preparing for Expected and Unexpected Events
Juan C. Nadal, MD
Vice President Medical Communications, Medical Affairs
Bayer HealthCare Pharmaceuticals, United States

Crystal Ball Management: Preparing for Expected and Unexpected Events
Jason Roebuck
Associate Director, Medical Communications Operations
PPD, Inc., United States

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