The Last Human Mile in Medical Information:
Scaling Biotech Launch Support
About this webinar
Medical information teams face a critical inflection point as they move toward first product approval, launch or rapid commercial growth. A PDUFA date or the release of new clinical data can quickly elevate medical information from a planned function to a critical product launch. Teams must excel in responding to real-world questions from healthcare professionals, patients and caregivers while maintaining scientific accuracy, consistency, compliance and trust. This webinar will explore how organizations can prepare and scale medical information support by aligning practical technology, refined resources and communication grounded in empathy.
The featured speakers will focus on technology components that support easier access to approved content and efficient inquiry handling through agent assist tools, quality monitoring and sentiment and empathy analysis. The discussion will also explore how strong coordination across medical information teams, in-hours specialists and medical writing resources can improve launch preparedness. By working before inquiries begin, teams can develop consistent resources, including response documents, FAQs, escalation pathways and visual materials, ready for use from day one.
The session will also highlight how a historical launch experience and inquiry trends can help teams anticipate common launch questions, inquiry volumes, adverse events, product complaint patterns and resource needs. By combining effective project management, empirical launch data and medical writing expertise, teams can improve consistency, support first-contact resolution and reduce avoidable escalation burden during the launch period.
This webinar will reinforce why human connection remains essential in medical information, where inquiries may involve complex science, rare diseases, limited treatment options or emotionally sensitive situations. Attendees will learn how practical tools, stronger resources and empathetic communication can scale support while preserving trust with healthcare professionals, patients and caregivers.
Register for this webinar to learn how medical information teams can scale launch support by combining practical tools, refined resources and human-centered communication.
Who should attend
This webinar will appeal to biotech and pharmaceutical professionals responsible for delivering timely, high-quality medical information support, particularly those involved in:
- Launch readiness and scalability for new products or Medical Information contact center
- Content and resource planning to ensure the right materials are available at launch
- Medical information technology and operations
- Customer Experience and Engagement
- Biotech and biopharmaceutical companies preparing for first approval, product launch or rapid growth
- Medical Information, Medical Affairs and Medical Communications
- Operations, quality, training, medical writing and contact center functions
What you will learn
Attendees will gain insight into:
- How practical technology can help medical information teams scale more effectively before and after launch
- How medical information teams can partner with clients and medical writing resources to improve launch preparedness, resource quality and first contact resolution
- Why human connection remains essential in medical information, especially when inquiries involve complex science, rare diseases or emotionally sensitive situations
Featured Speakers
Allister Woodman
Allister Woodman is Associate Director of Operations in Medical Communications at PPD, part of Thermo Fisher Scientific. He brings more than 25 years of pharmacy, healthcare operations and people-leadership experience across community pharmacy, hospital practice, academia and medical information services.
In his current role, Allister partners with pharmaceutical and biotechnology companies to support programs ranging from emerging biotech launches to large, complex global operations. His experience includes establishing medical information contact center capabilities, leading implementation activities, refining scientific content and workflows and optimizing service delivery as products move toward commercialization. A graduate of Dalhousie University College of Pharmacy, Allister is passionate about practical process improvement and the thoughtful use of technology to help teams work more effectively while preserving the expertise, judgment and human connection essential to medical information.
Kyle Matala
Kyle Matala is a Director of Operations in Medical Communications at PPD, part of Thermo Fisher Scientific, where he supports medical information and contact center operations for pharmaceutical and biotechnology clients. A Pharmacist by training, Kyle is a graduate of the Ernest Mario School of Pharmacy at Rutgers University and brings more than 20 years of pharmacy and healthcare operations experience.
Since joining PPD in 2019, he has served in both Associate Director and Director roles, supporting clients ranging from small biotechnology companies to large global pharmaceutical organizations. His experience includes leading program implementations, supporting global expansions and partnering with client teams across North America, South America, Europe and APAC. In his current role, Kyle focuses on operational strategy, scalable service delivery and technology-enabled solutions that help enhance customer experience, quality and efficiency within medical communications contact center environments.
Partner for this event
The PPD clinical research business of Thermo Fisher Scientific Inc.
The PPD clinical research business of Thermo Fisher Scientific Inc., the world leader in serving science, enables customers to accelerate innovation and increase drug development productivity. Utilizing patient-centered strategies and data analytics, their capabilities cover multiple therapeutic areas and include early development, all phases of clinical development, peri- and post-approval, novel approaches to patient recruitment and investigator sites, and comprehensive laboratory services. Recognized as a global industry leader in accelerating promising medicines from early development through regulatory approval and market access, they serve pharma, biotech, medical device and government organizations with custom-tailored solutions, including full-service partnerships and functional service partnerships. As a strategic partner in clinical development and analytical services, they apply cutting edge technologies, therapeutic expertise and a firm commitment to quality to help customers deliver life-changing therapies.