What are Medical Information Call Centre Services?
Our MICC services offer 24/7 multilingual support for handling medical inquiries, adverse event reporting, and product complaint triage, ensuring compliance with global pharmacovigilance standards.
24/7 Multilingual Medical Inquiry & Complaint Triage
Global Support for Seamless Pharmacovigilance
At Indivirtus Healthcare Services Pvt. Ltd., our Medical Information Call Centre (MICC) service provides 24/7 multilingual support for medical inquiries, adverse event intake, and product complaints. With trained agents and global PV compliance, we ensure patient- and HCP-friendly engagement for pharmacovigilance and customer satisfaction.
Why is it Critical?
Effective inquiry and complaint management ensures patient safety, regulatory compliance, and real-time issue escalation, supporting robust pharmacovigilance and customer engagement.
Our Role in Your Success
As a trusted CRO, Indivirtus Healthcare Services delivers expert-led MICC solutions, providing seamless, compliant support for healthcare providers and patients worldwide.
Our Expert MICC Approach
At Indivirtus Healthcare Services, our Medical Information Call Centre services are managed by trained pharmacovigilance professionals with multilingual expertise. We handle medical inquiries, adverse event intake, and product complaints with a patient- and HCP-friendly interface, ensuring real-time triage and escalation of serious issues.
Our approach aligns with ICH E2D, GVP Module VI, and other global standards, delivering compliant and efficient support that integrates with your pharmacovigilance system for seamless operations.
Medical Information Call Centre Deliverables
Medical Inquiry Reports (Daily/Weekly/Monthly): Summaries of inquiries and resolutions.
Adverse Event Case Forwarding: Timely reporting of adverse events for PV processing.
Product Complaint Triage Summaries: Detailed analysis of product-related issues.
Call Logs and QA Monitoring Reports: Records ensuring quality and compliance.
HCP & Patient Interaction Transcripts (as required): Documentation for regulatory needs.
Regulatory Compliance & Global Standards
Our MICC services align with stringent global pharmacovigilance standards, ensuring your operations are audit-ready and compliant with international markets. By adhering to industry-leading guidelines, we deliver solutions that enhance safety and regulatory confidence.
- ICH E2D: Guidelines for post-approval safety data management.
- GVP Module VI: European standards for adverse event reporting.
- US FDA 21 CFR Part 314.80: U.S. regulations for post-marketing adverse event reporting.
- EU Volume 9A: European guidelines for pharmacovigilance processes.
Applications & Use Cases
Our MICC services are essential for pharmaceutical companies and MAHs managing global pharmacovigilance and customer engagement. Ideal for adverse event reporting, medical inquiry handling, and product complaint triage, our solutions support regulatory compliance and patient safety. Key use cases include supporting post-market surveillance, handling global HCP inquiries, and ensuring compliant adverse event escalation.
Why Choose Indivirtus Healthcare
Indivirtus Healthcare Services is a trusted partner for pharmaceutical companies, delivering expert-led MICC solutions backed by certified pharmacovigilance professionals with global and multilingual expertise. Our services ensure scientifically defensible outcomes, rapid response, and strict confidentiality to protect your proprietary information.
With a commitment to industry best practices, we empower your organization with compliant, efficient, and patient-centric support, driving regulatory success and enhanced customer engagement.
Frequently Asked Questions
Frequently Asked Questions
What types of medical inquiries can your MICC handle?
Our call centre handles inquiries related to dosage, administration, contraindications, off-label use, and more. All questions are managed by trained agents and escalated to qualified medical professionals as needed.
Is multilingual support available for AE intake?
Yes, we provide multilingual adverse event intake services across major languages to support global operations and ensure patient safety data is captured accurately.
How do you ensure quality during HCP and patient interactions?
All interactions are recorded and quality monitored, with regular training and audits to ensure regulatory compliance and empathy-driven communication.
How are product complaints managed?
Product complaints are triaged using a defined workflow, assessed for seriousness, and escalated to your QA and regulatory teams for investigation and response.
Can the MICC service be integrated with our existing pharmacovigilance system?
Yes, we offer seamless integration with safety databases (like Argus or ArisG), CRMs, and workflow tools to ensure real-time data flow and compliance.
What do Medical Information Call Centre services include?
Our services include 24/7 multilingual support for medical inquiries, adverse event intake, product complaint triage, and real-time escalation, ensuring global PV compliance.
Who benefits from Medical Information Call Centre services?
Pharmaceutical companies and MAHs managing global inquiries, adverse event reporting, or product complaints benefit from our patient- and HCP-friendly solutions.
How do these services ensure regulatory compliance?
Our services align with ICH E2D, GVP Module VI, US FDA 21 CFR Part 314.80, and EU Volume 9A, ensuring compliance with global pharmacovigilance standards.
What deliverables are provided with the service?
Clients receive medical inquiry reports, adverse event case forwarding, product complaint summaries, call logs, QA monitoring reports, and interaction transcripts.
Can the MICC services be customized for our needs?
Yes, our services are tailored to your specific PV requirements, language needs, and operational goals, ensuring compliant and effective support.
How do the services support adverse event reporting?
Our trained agents triage and escalate adverse events in real time, ensuring timely reporting and integration with your pharmacovigilance system for compliance.