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Market Access Services
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InTeleCenter® Contact Center Services
Covance InTeleCenter programs drive product use by supporting customers, building relationships and collecting market intelligence. For the pharmaceutical, biotechnology and medical device industries, we specialize in:
- Reimbursement hotlines
- Patient compliance programs
Covance also is the industry leader that provides patient assistance programs to increase patient access to therapy.
Our Technology
Our multi-site/multi-media InTeleCenter facilities employ state-of-the-art phone, Internet and electronic media to manage customer communications. Our award-winning telephony system integrates voice and data messaging. This system allows us to ensure service continuation and provide customized expert programs.
Using our InTeleTracker™ contact center, we can provide a 360-degree view of your reimbursement hotline customers in real time, giving you the data you need to respond proactively.
The Staff
Our staff members are selected for their backgrounds in health care and customer service. We resolve issues quickly and effectively to help overcome uncertainties of using new medical therapies.
Additionally, Covance InTeleCenter reports provide a wealth of marketing intelligence, such as consumer and demographic information, insurance trends and public reaction to recent or emerging events.
Services include:
- Reimbursement support
- Patient advocacy and case management
- Patient assistance programs for the uninsured and underinsured
- Patient compliance and adherence programs
- One-stop comprehensive triage call centers
- Web-based communication and reporting
- Support for product recalls or other crisis communications
- Clinical-to-Commercial™ transition programs
- Sales force assistance and training
- Provider and patient education programs.
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