Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

RaviKiran Reddy M - ContactCenterWorld.com Blog

Changing Procurement practices for PAP, Access and Reimbursement Call Center services - A Preview

Changing Procurement practices for PAP, Access and Reimbursement Call Center services - A Preview

INTRODUCTION: In the pharmaceutical industry in recent times, call centre costs for PAP, Access and Reimbursement services have risen consistently due to high volume of transactions(for  branded drugs PAP volumes have gone dramatically high since 2007) and addition of new products to the service line. Many of today’s PAP, Access and Reimbursement call centre services are designed and administered by third-party companies working in partnership with the drug manufacturers. Big pharma is in the process of bringing down call centre costs and have started outsourcing less critical activities to third party services for economies of Scale

CURRENT SCENARIO: Continuing growth in outsourcing activity of the pharmaceutical industry for PAP, Access and Reimbursement services is seen but they are primarily for documentation and tactical requirements. However pharmaceuticals are continuously looking for alternate strategies to leverage and cost savings opportunities to reduce call centre costs by leveraging scale and operational efficiencies  Big pharma has mostly outsourced their call centre activities for the above mentioned functions for economies of scale and centralized monitoring whereas biopharmaceuticals companies are likely to insource most of their activities with respect to PAP, Access and Reimbursement, REMS services as they do not want it to affect the brand perception of the customers.

Vendor Consolidations Vendor consolidation, being brand driven, would help to retain control over call centre services. Big Pharma and Biopharma companies are moving to single vendor consolidating all the activities for better coordination between PAP and Access and Reimbursement services. In terms of technology and recording, vendor consolidation reduces overhead costs due to factors such as lesser recording portals and reduces the number of staff handling calls.

MOVING FORWARD:  In next 2-3 years pharmaceutical and biopharmaceutical industry will witness growth of call centre hubs which will be centrally managed either by brand/therapeutic area wise or across brands. It is anticipated that Pharma and biopharma will have a centralized hub for each of these disease/therapeutic area for PAP, Access and Reimbursement services.

PAP: PAP has a stronger chance to be consolidated and centralized .Although PAP consolidation has started happening, consolidation has not yet started for reimbursement since reimbursement processes are more complex and big pharma and biopharma do not want it to affect the brand perception of the customers.

Access and Reimbursement: Reimbursement deals with higher cost and speciality drugs. Reimbursement programs demand more expertise on therapeutic areas and their coverage and hence agents need to be very well trained. Due to this, reimbursement is not yet commoditized

 

REMS : In the pharmaceutical industry, Risk Maps (Risk Minimization Action Plans) are now being replaced by REMS (Risk Evaluation and Mitigation Strategies) an integrated program that meets  REMS requirements while still providing access to reimbursement support and clinical assistance. However these programs have become so common that increasingly, manufacturers are putting program elements in place even when not required to do so by the FDA.

With more and more individualized services being centralized and consolidated, tremendous growth in outsourcing of PAP, Access and Reimbursement services is observed in a span of 2 years

 

OUTLOOK AND CONCLUSION:

No single company consolidates all call center activities since it is too big a challenge and currently there is no movement towards that direction.

Consolidation is happening at the program level like PAP and reimbursement services, aiming at economies of scale and higher cost savings .Also buyers are moving towards Vendor consolidation to leverage reduced overhead costs and towards more centralized control.

On the whole pharma and Biopharma are trying to create Centers of Excellence for PAP, Access and Reimbursement services at best possible cost without affecting customer’s perception about the brand.

 

Publish Date: October 18, 2011 7:50 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 229 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =