Medical Information Call Center (MICC)

Optimize regulatory compliance and customer support with advanced inquiry processing and data analytics technology and staff expert management of Adverse Events (AEs), Product Quality Complaints (PQCs), and medical information inquiries. Comprehensive MICC services adhere to applicable regulatory and legal requirements, enhancing physician confidence and patient safety and satisfaction for your operations.

Manage Adverse Events (AEs), Product Quality Complaints (PQCs), and medical information inquiries with highest standard safety and regulatory adherence

These examples highlight how our Medical Information Call Center (MICC) services leverage next-gen AI-enabled data science and Real World Data (RWD) and Real World Evidence (RWE) to ensure clinician, patient and consumer satisfaction and operational excellence. Synapmed’s expertise provides informed, compliant responses that enhance both safety and service quality.

Ensure continuous, reliable assistance

Provide round-the-clock support with US-based call centers
Offer multilingual support for diverse needs
Cater to pharmaceutical, medical device, biotech, and cosmetics industries
Maintain compliance with HIPAA and global regulations

Streamline information tracking and transmission

Utilize software-based systems for accurate recording
Ensure high-level tracking and timely transmission to pharmacovigilance and QA departments
Keep professionals trained in real-time for up-to-date responses

Manage critical safety and quality data effectively

Address adverse events with detailed reporting
Handle product quality complaints with thorough investigation
Process medical information and inquiries accurately
Manage reimbursements and counterfeit product information efficiently

why synapmed?

Synapmed provides top-tier medical information and call center services through a dedicated team of experts, including Subject Matter Experts, Physicians, and Qualified Persons of Pharmacovigilance (QPPVs).

Our 24/7 global support for pharmaceutical, biotechnology, and medical device companies ensures comprehensive case management of medical information inquiries, adverse events (AEs), and product quality complaints (PQCs). Using advanced AI, data aggregation, intelligent workflows, and data analytics technologies, our platform ensures secure, efficient management and strict regulatory compliance. With multilingual support, safety database integration, and strategically located contact centers, we handle inquiries from healthcare professionals, caregivers, and patients across various therapeutic areas worldwide.

Our customizable workflows and multi-channel approach provide high operational visibility, allowing us to effectively manage product complaints and replacements while delivering timely, accurate responses. This lets you focus on bringing safe, effective products to market with confidence.

Frequently asked questions

What is a Medical Information Call Center (MICC)?

A Medical Information Call Center (MICC) is a specialized facility that provides expert support for medical information and pharmacovigilance inquiries. Our MICC is designed to handle inquiries from healthcare professionals and patients, ensuring they receive accurate and timely information about medications, treatments, and safety concerns.

What does ‘pharmacovigilance’ mean?

Pharmacovigilance refers to the science and activities related to detecting, assessing, understanding, and preventing adverse effects or other drug-related problems. Pharmacovigilance aims to improve patient safety and ensure that a medication’s benefits outweigh its risks.

How does the MICC support pharmacovigilance?

Our MICC plays a critical role in pharmacovigilance by managing and responding to safety-related inquiries. We collect and analyze data on adverse drug reactions and other safety concerns, ensuring this information is reported to the relevant regulatory authorities. This process helps identify potential risks and take necessary actions to safeguard patient health.

What kind of medical information can the MICC provide?

The MICC provides comprehensive medical information on a wide range of topics, including:

Drug interactions
Dosing guidelines
Side effects
Contraindications

Our team of experts is available to address specific questions from healthcare professionals and patients, ensuring they have the most accurate and up-to-date information.

Who can contact the MICC for support?

The MICC is available to support both healthcare professionals and patients. Healthcare professionals can contact us for detailed information and guidance on medication use, while patients can reach out with questions about their treatments or any concerns they may have about their medications.

How does Synapmed ensure the quality and accuracy of information provided by the MICC?

Synapmed ensures high-quality and accurate information through a rigorous process. Our trained medical professionals and pharmacovigilance experts follow established guidelines and utilize the latest data to provide reliable and up-to-date responses. Continuous training and quality checks are in place to maintain the highest standards of information delivery.

What are the benefits of using Synapmed’s MICC services?

Using Synapmed’s MICC services offers several benefits, including:

Expertise: Access to a team of medical and pharmacovigilance experts.
Timeliness: Quick and accurate responses to medical and safety inquiries.
Compliance: Adherence to regulatory requirements and best practices in pharmacovigilance.

Support: Comprehensive assistance for both healthcare professionals and patients.

How can I get in touch with Synapmed’s MICC?

To contact Synapmed’s MICC, please visit our contact page. For inquiries, you can also email us at [email protected]. Our team is available to assist you and provide the information you need.

“Synapmed allows us to build expertise within our company while also outsourcing the administrative aspects. When you work with most vendors, it becomes an assembly line, and quality goes down. Or they take over completely, and we lose oversight. Synapmed is a part of my team, so we get to maintain and retain the quality.” 

“I build and fix departments and Synapmed has been part of that journey with me. We wanted to come up with a safety profile for one of our drugs. Because of the performance of competitor generics, it was getting a bad name. Synapmed mined the data, analyzed our product versus generics from a safety perspective, and wrote an article and abstract on the findings that was very productive.”

Pharmacovigilance — Should You Outsource?

Navigating pharmacovigilance presents substantial challenges for life sciences companies, especially when interpreting the finer points of compliance. Failure to meet these stringent requirements can lead to severe consequences, including inspections or even revocation of marketing authorization. Companies face a critical decision: should they manage pharmacovigilance operations in-house or outsource to specialized firms? Each option has its own set of advantages and drawbacks, and understanding these is key to maintaining compliance and ensuring the safety of products on the market.

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No matter the size or scope of your projects, you have a committed partnership team with Synapmed. A team that listens, pays attention to details, and brings smart insights to the table. All so you can solve real problems throughout the product development and commercialization lifecycle.

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