McKesson improves patient outreach with new call center
SCOTTSDALE, Ariz. — McKesson Patient Relationship Solutions, a division of McKesson Corporation, on Tuesday announced the expansion of its patient engagement and support capabilities with a second Contact Center near Atlanta, Ga. The new location builds on the capabilities of MPRS’ existing Contact Center at its headquarters in Scottsdale, Ariz.
The expansion is designed to accommodate significant growth in demand for its Behavioral Call Campaign offering, which leverages interactive behavioral conversations with patients to help increase engagement and improve medication adherence. The expansion also supports growth in MPRS’ core co-pay savings programs as well as new innovative platforms to further advance patient adherence.
“This expansion is a direct result of the increasing need for our pharmaceutical and medical device manufacturer clients to uniquely connect with their patients through both inbound and outbound conversations to support patient needs,” said Jennifer Richard, director of contact center operations at MPRS. “Our continued growth allows us to leverage our expertise to consistently deliver award-winning customer service to our existing clients. In addition, it supports the implementation of innovative new campaigns that incorporate proven and sustainable patient engagement tactics that deliver positive ROI.”
Traditional call centers have primarily provided responses to simple questions from patients about their medications; however, the ability to create lasting behavior change was limited. Recent research commissioned by MPRS showed that patients are less interested in receiving general information about their condition and more interested in personalized communications. Specifically, 86% of patients desired live agent phone support and 83% desired face-to-face pharmacist coaching and support. With dynamic, two-way conversations, McKesson’s Contact Center agents have successfully delivered personalized and targeted messaging that improved the patient experience, medication adherence, and ultimately health outcomes.
“The significant growth of our Contact Center capabilities this year demonstrates that pharmaceutical and medical device brands increasingly value a two-way dialogue that is integrated with their patient support strategy,” said Derek Rago, VP/general manager, MPRS. “Leveraging both our co-pay support programs and our proven behavioral coaching platform provides our clients with an integrated brand experience and allows us to support the patient holistically, addressing behavioral as well as cost-related barriers to adherence.”