Pharma & Life Sciences
Pharmaceutical BPO Services | Patient Support & Safety Intake
Pharmaceutical support carries an obligation almost no other vertical has: any contact, on any topic, can become a reportable safety event the moment a caller mentions a side effect. A patient phoning about a co-pay card who says in passing that the medication gave them a rash has just created a pharmacovigilance obligation, and an agent who does not recognize it has created a compliance failure rather than a service miss.
Global Empire Corporation supports US pharmaceutical manufacturers, patient support programs and life sciences organizations, with adverse-event recognition trained into every agent on the program regardless of which queue they sit in.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Every Agent Is a Safety Reporter, Whatever Queue They Are On
The defining risk in pharma support is not the safety queue — it is the contact that was not supposed to be a safety contact. Adverse events surface inside billing calls, refill calls, portal password resets and complaint calls, and the recognition has to be universal because the mention is unpredictable.
So adverse-event and product-complaint recognition is trained across the whole program, with a defined capture format and a handoff into your pharmacovigilance process. Timelines and reporting obligations are yours to set; our commitment is that nothing is missed at the point of contact.
- Adverse-event recognition trained across every agent, not just a safety desk
- Defined capture format so a report reaches your safety team complete
- Product quality complaints identified and routed separately from service complaints
- Medical information requests handed off rather than answered by support agents
For manufacturers, patient support programs, and life sciences
Life Sciences Support We Deliver
Patient Support Programs
Enrollment, adherence follow-up and program navigation for patients on specialty therapies.
Adverse Event Intake
Recognition and structured capture at first contact, with immediate handoff into your pharmacovigilance process.
Product Quality Complaints
Packaging, appearance and device complaints captured with the batch and lot detail your quality team requires.
Co-Pay & Benefits Support
Co-pay card enrollment, benefits verification follow-up and financial assistance program navigation.
Prior Authorization Support
Chasing documentation and status on authorizations so therapy start is not delayed by paperwork.
Medical Information Routing
Identifying clinical questions and routing them to qualified medical information staff rather than answering them.
HCP Support
Healthcare professional inquiries on ordering, samples and program logistics, handled separately from patient contact.
Recall & Field Action Support
Surge capacity and scripted handling for recalls and field corrective actions.
How a Life Sciences Program Gets Built
Safety handling is designed before anything else, because it applies to every queue rather than to one of them.
Safety training first
Every agent trained on adverse-event recognition, the capture format, and the immediate handoff, before any queue goes live.
Define the boundaries
Agree what agents answer, what is a medical information request, and what is a product complaint, with examples rather than definitions.
Privacy controls
HIPAA-aligned handling for patient contact, with access, storage and retention scoped and documented.
Handoff rehearsal
Test the route into pharmacovigilance and quality with live cases before launch, not after.
Audit-ready reporting
Report safety captures and handoff times separately, with a trail an inspection would accept.
Related services
Build a complete support program
Frequently asked questions
Can a support agent take an adverse event report?
Agents recognize and capture; they do not assess. The requirement is that any mention of a suspected side effect is identified wherever it surfaces, recorded in your defined format with the detail your safety team needs, and handed off inside your timeline. Clinical assessment stays with qualified staff. Getting the capture complete on first contact is what prevents a follow-up chase that may never reach the patient again.
How do you make sure adverse events are not missed?
By training recognition across the entire program rather than isolating it in a safety queue. The mentions arrive in billing calls and password resets, so a specialist desk does not solve it. Training uses real transcript examples, quality monitoring specifically samples for missed mentions, and missed-capture rate is reported as its own metric rather than folded into a general quality score.
Do you handle medical information questions?
No, and that boundary is deliberate. Clinical questions about dosing, interactions or suitability route to your qualified medical information function. Agents are trained to recognize a clinical question early and transfer it cleanly rather than attempting a partial answer, which is where the real risk sits in this vertical.
How is patient privacy handled?
Patient support contact routinely involves protected health information, so it is treated as HIPAA-scoped work: access limited to the program, controlled working environments, defined retention, and a business associate agreement in place before launch. Confirm the specific arrangement with your privacy officer as part of onboarding.
Can you support a product recall?
Yes, and the value is having trained capacity available rather than recruiting into a crisis. Recall contact volume arrives immediately and is emotionally charged, the script has to be exact, and every contact must be logged to a standard that will withstand scrutiny afterward. We plan the surge path in advance for programs where a field action is a realistic possibility.
What does pharmaceutical support cost?
It follows program size and contact volume, the depth of safety and privacy training, whether HCP support is in scope, coverage hours, and the controls the work requires. Life sciences programs carry heavier training and tighter controls than general customer care and are priced accordingly. We quote per program.
Is this regulatory guidance?
No. It describes how we staff and operate support against the safety and privacy requirements a client defines. Pharmacovigilance obligations and reporting timelines vary by product, market and regulator and change over time. Confirm yours with your safety and regulatory functions and your own counsel.
TESTIMONIALS
Our trusted clients
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
Comparing Pharmaceutical Support Providers?
See our ranking of the top 15 pharmaceutical support companies — scored on the compliance regime, service levels and operational depth this service line actually demands. Then talk it through with someone who runs these programs.
Health and life sciences
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