Hot Topics for Contact Centers

Track:
Medical Communications

Day & Time:
March 21, 8:00AM - 9:30AM

Room Number:
Kamatke Ballroom

Type:
Session

Title:
Hot Topics for Contact Centers

Chair(s):
Maureen L. Baldwin, MSN,RN
Associate Director, Medical Customer Interface
Pfizer Inc., United States

Description:
Do you wonder if you colleagues in medical communications contact centers across the industry are facing the challenges you are everyday? During this session we will begin by presenting two topics currently impacting contact centers. First, the importance of developing a Business Contingency Plan (BCP) and when and how to implement it. You’ll also hear two colleagues perspectives on a global initiative; one from the U.S and the other from Australia. We would then like you to participate by discussing topics/issues you are currently facing or best practices you have implemented.

Learning Objective(s):
At the conclusion of this session, participants should be able to: - Discuss the importance of BCP - List some situations that should be covered by a BCP - Outline first steps in developing a BCP and how to manage during a crisis - Discuss the importance of interdisciplinary teams when implementing a global process - Describe strategies for effectively working with global partners

Presentation(s) & Speaker(s):
Faculty
Timothy E. Poe, PharmD
Director
TEP Consulting, LLC, United States

Faculty
Barbara M Bonetti, PharmD
Director, Medical Customer Interface
Pfizer Inc., United States

Faculty
Rebecca Mascarenhas
Medical Information Manager
Pfizer Australia Pty Ltd., Australia