PW 2014 Video: Telerx Boosted Patient Safety and Created a Transparent Customer Experience Using Pega's Adverse Event Case Processing

THERESA ZATAVESKI, VICE PRESIDENT, BUSINESS TECHNOLOGY/VIRTUAL HEALTHCARE SOLUTIONS, TELERX
DR. DOREEN LECHNER, VICE PRESIDENT, SERVICE DELIVERY PHARMACOVIGILANCE, HEALTHCARE CONNEXIONS, TELERX

Transforming global patient and consumer safety services into an optimized business process that enables robust intake capabilities and early identification of drug/product safety issues can be challenging. The need for strong customer service and accurate regulatory compliance traditionally places a heavy, resource intensive emphasis on data entry, case routing, and reporting, limiting the capacity to quickly understand the root cause and the impact to the patient. Safety operations that are re-engineered to use technology and process innovation will be better positioned to re-align their data and focus on safety trending. This creates capacity to provide earlier customer safety notifications, shape internal product development pipeline decisions, and effectively collaborate with external regulatory agencies on risk management programs.

In this session you will learn:

  • How Telerx uses Pega's Adverse Event Case Processing Solution to deliver safety data collection, processing and analyzing
  • About techniques for using social media monitoring to enhance safety intake and risk management
  • Best practices for transforming your customer experience through increased life cycle transparency