Our "Meet the Expert" series introduces you to our team of experts around the world. This "behind the curtain" view will help you get to know who we are on a professional and personal level, and highlight how our colleagues work together on our higher purpose to improve patient health and safety throughout the complete product lifecycle.
Meet Eric Brandon, Director, Patient Services & Call Center Operations
What do you do at ProPharma? How does your role support our higher purpose of improving the health and safety of patients?
As Director, Patient Services & Contact Center Operations. I lead the oversight of the global and regional Patient Support Programs (PSPs), Commercial Services, and other Global contact center business and operations. I like to be involved directly with our clients during the program development process to ensure we are aligning their business objectives and goals for supporting patients. Our focus is to ensure that patients get the right support throughout their treatment journey, including insurance benefits verification, financial support, device training and support, or concierge travel assistance. More importantly, we are here to provide the right level of professional resources to support patients through their treatment journey to ensure their safety and improve their health.
What is one lesson you've learned in this industry that has most helped you?
I have dedicated the last 11 years of my career in Patient Services on the manufacturer side, as a consultant, and as a leader on the supplier side. I have a great passion for this role and have learned that the key to success is that the patient needs to be at the center of any solution you can provide. To build the most successful Patient Support Programs and Commercial Services for our clients, we need to understand the patient journey for each patient’s therapy to anticipate roadblocks and identify paths for success. This approach is essential for us to help them achieve the support they need for their treatment journey and help improve their quality of life.
What's your number one goal/focus right now?
My primary focus is to engage with both existing and new clients, understanding their challenges and guiding the utilization of our global contact center's talent and expertise. The goal is to build innovative, impactful, and affordable solutions to support patients throughout their therapy journey for our clients.
Describe the biggest challenge facing our clients/industry today. How are we addressing this?
As the Life Sciences industry continues to progressively migrate toward developing more complex therapies for oncology, rare, and orphan conditions, our clients encounter difficulties in addressing diverse patient profiles. We have evolved the programs we offer in Patient Support and Commercial services to better tailor to patients' needs. This progression includes offering more personalized solutions like concierge travel and accommodation support, in-home device training and clinical assistance, and omnichannel digital solutions to engage the patients in the right way for them to receive the support they need for their therapy.
What value does a client gain by working with ProPharma's Global Patient Support and Commercial Services experts?
ProPharma can serve as a comprehensive solution for all our clients' requirements in Medical Affairs, Patient Support, and Commercial Services. This includes handling Medical Information, Product Quality Complaints, and Adverse Event intake, and providing support to patients across various aspects of the treatment journey. Our globally harmonized processes, backed by round-the-clock coverage, industry-leading technologies, robust quality management, and a team of highly skilled bilingual talent, can deliver innovative solutions. The advantage of a one-stop shop ensures streamlined and efficient services, offering clients a centralized and integrated solution for their diverse needs.
