News

WRB Communications is pleased to join industry colleagues at the leading Reimbursement and Market Access conference, August 12-13, in Philadelphia, PA. The conference will examine the challenges for gaining coverage for products both in the U.S. and around the world.

WRB executives, including Rich Citrenbaum, RPh, Vice President of Sales Operations, Denise Dixon, Vice President, Sales and Marketing and Rafaella Raofi, Reimbursement Director, along with industry participants will exchange insights and ideas around how to navigate the complexities of the U.S. healthcare landscape.

WRB, a leading healthcare call center provider, will engage with colleagues to:
• Examine the evolution of reimbursement and access in the post-ACA landscape
• Gain insight into global policy issues shaping the U.S. environment
• Evaluate the impact of Medicaid expansion on PAPs and co-pay strategies
• Align PAPs and specialty distribution with brand access strategy

WRB delivers effective, efficient and multi-channel reimbursement support programs that enhance access to medicines while also decreasing costs for manufacturers.
To setup a meeting with WRB, contact us at 703-449-0520 or email denise.dixon@wrbcorp.com.

About WRB Communications
WRB Communications, Inc. delivers contact center solutions to the pharmaceutical, OTC, biotechnology, medical device and healthcare industries. WRB’s executive management team has more than 100 years of combined experience in the management of outsourced healthcare communications. The company’s 24/7 services include reimbursement and patient support hub services, medical information call center support, consumer affairs / customer care services, adverse event reporting, product complaint reporting, patient support, inside sales / tele-detailing, and post-contact fulfillment.

The company was founded in 1996 and is headquartered in Chantilly, Virginia. For more information, contact WRB at www.wrbcorp.com, customer.care@wrbcorp.com, or +1 703.449.0520.

WRB Communications, a provider of multichannel contact center solutions for healthcare manufacturers and service organizations, recently launched an expanded portfolio of Reimbursement and Patient Support services. WRB’s experience in building relationships with healthcare providers and their patients has positioned WRB to help patients gain access to the medicines they need and ensure the appropriate reimbursement is obtained for patients and healthcare providers.

WRB’s customized reimbursement services are part of its overall suite of healthcare call center services which includes Medical Information services, Patient Compliance and Inside Sales / Tele-Detailing.

“By using our highly trained and specialized teams, coupled with multi-channel technologies and leading CRM systems, WRB’s Reimbursement and Patient Support services work together to help eliminate barriers to financial assistance and address the reimbursement challenges in the marketplace," said Ron Abel, President of WRB Communications.

WRB’s Reimbursement Specialists have provided reimbursement coverage for leading pharmaceuticals and medical device products across therapeutic areas including diabetes, ophthalmology, testosterone therapy, alcohol / opioid dependency, oncology, osteoporosis, multiple sclerosis and pulmonary arterial hypertension (PAH). Our specialists are hand-selected based on their demonstrated reimbursement experience. WRB’s Reimbursement Specialists guide patients, caregivers and healthcare providers through the complex insurance landscape and ease any frustration related to accessing medicines.

WRB’s comprehensive Reimbursement and Patient Support services include:
• Reimbursement Hotlines
• Comprehensive Reimbursement Hub Support
• Benefit Verifications
• Prior Authorizations
• Claims Assistance
• Billing and Coding
• Co-Pay Assistance Support
• Appeals Support
• Patient Assistance and Alternative Funding Support Programs
• REMS Program Management
• Specialty Pharmacy Routing

WRB delivers effective, efficient and multi-channel reimbursement support programs that enhance access to medicines while also decreasing costs for manufacturers.

About WRB Communications
WRB Communications, Inc. delivers contact center solutions to the pharmaceutical, OTC, biotechnology, medical device and healthcare industries. WRB’s executive management team has more than 100 years of combined experience in the management of outsourced healthcare communications. The company’s 24/7 services include reimbursement and patient support services, medical information call center support, consumer affairs / customer care services, adverse event reporting, product complaint reporting, patient support, inside sales / tele-detailing, and post-contact fulfillment.

The company was founded in 1996 and is headquartered in Chantilly, Virginia. For more information, contact WRB at www.wrbcorp.com, customer.care@wrbcorp.com, or +1 703.449.0520.

WRB is pleased to join industry colleagues at a leading pharmaceutical call center event, the 13th Annual Contact Center conference, January 22-23, 2014 in Philadelphia, PA. The conference will cover innovative topics including trends impacting innovations in technology and medical information services, implementing video conferencing for improved customer contact and medical education and leveraging patient-centric communications. During the pharmaceutical call center meeting, attendees will hear how leaders in the field, like WRB, help transform businesses. Participants will share best practices and strategies for managing a diverse set of healthcare call center responsibilities while navigating an evolving regulatory and healthcare landscape. Earlier in the month, WRB will attend the DIA Pharmacovigilance and Risk Management Strategies conference, January 13-15 in Washington, DC. The program will focus on current issues and challenges impacting drug safety. For more information or to schedule time with WRB at an upcoming meeting, contact Denise Dixon, WRB's Vice President of Sales, at 571-287-7907 or by email at denise.dixon@wrbcorp.com. WRB Communications, Inc. delivers call center solutions to the pharmaceutical, OTC, biotechnology, medical device and healthcare industries. The company's multi-channel healthcare communications services include medical information services, adverse event intake, product complaint intake, patient compliance and adherence, consumer affairs / customer care services, inside sales / tele-detailing and post-contact fulfillment.

WRB Communications Selects Interactive Intelligence Outbound Dialer Solution  -- Interaction Dialer® selected by WRB to improve customer service, increase revenue opportunities, and reduce costs on behalf of healthcare clients.

 

WRB Communications, a provider of multichannel contact center solutions for healthcare manufacturers and service organizations, has selected the outbound dialer solution, Interaction Dialer®, from Interactive Intelligence Group Inc. (Nasdaq: ININ).

WRB will initially deploy Interaction Dialer® to support the company’s inside sales agents who help clients serve vacant territories, conduct lead generation, and schedule appointments.

“We’ll initially use Interaction Dialer® to give our sales agents preview dialing functionality, which will enable them to view customer information before the system places the call so they can provide better service,” said WRB President Ron Abel.

The Interaction Dialer® preview feature takes into account the priority of the call and the skills of the agent, while eliminating the need for agents to dial manually.

WRB has been using the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center™ (CIC), since 2009 to support its contact center.

“As an add-on application to CIC, Interaction Dialer® gives us inherent knowledge of call plans and queues, blended agent availability, and number of available lines,” Abel said. “This knowledge results in added efficiencies, which we can pass on to clients in the form of more revenue opportunities and reduced expenses.”

WRB completed the initial phase of its Interaction Dialer® deployment July 29, 2013.

 

About WRB Communications
WRB Communications, Inc. delivers contact center solutions to the pharmaceutical, OTC, biotechnology, medical device and healthcare industries. WRB’s executive management team has more than 100 years of combined experience in the management of outsourced healthcare communications. The company’s 24/7 services include medical information call center support, consumer affairs / customer care services, adverse event reporting, product complaint reporting, patient support, inside sales / tele-detailing, and post-contact fulfillment.

The company was founded in 1996 and is headquartered in Chantilly, Virginia. For more information, contact WRB at www.wrbcorp.com, customer.care@wrbcorp.com, or +1 703.449.0520.

 

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2012 Top 500 Global Software and Service Providers. Interactive Intelligence employs more than 1,500 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Net: www.inin.com.

 

This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.

 

Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.

Contacts:

Denise Dixon

Vice President, Sales

WRB Communications

+1 703.449.0520, ext. 2227

denise.dixon@wrbcorp.com

 

Christine Holley

Senior Director of Market Communications

Interactive Intelligence

+1 317.715.8220

christine.holley@inin.com

WRB Communications, a leading outsource partner of healthcare contact center solutions, recently announced strong growth and expansion in 2013. WRB delivers cost efficient contact center solutions to healthcare companies that provide the benefit of improved patient adherence, greater customer satisfaction and increased product sales.

 

In 2013 so far WRB has expanded its business through a combination of new clients and growth with established clients. To support its growth, WRB continues adding new jobs in the Washington, DC metropolitan area, including full-time Managers, Registered Nurses, Pharmacists, Customer Care professionals and experienced Sales representatives within Medical Information, Drug Safety, Consumer Affairs and Inside Sales / Tele-Detailing.

 

Ron Abel, WRB President, said “our continued growth and success is the result of increased investment in both human and technology resources to further support additional expansion this year and beyond.” WRB’s strong, steady growth is a real tribute to the talent of our people, said Abel. “Our team has an exceptional ability to work with clients to generate great value for them.”

 

Our representatives operate in a ‘best-in-class’ contact center environment using state of the art technology including our fully integrated multi-channel Interactive Intelligence communications platform. WRB’s CRM solutions include the validated Information Request Management System (IRMS) for our medical and consumer affairs services.

 

As further evidence of its growth, WRB recently added 10 new IRMS licenses to serve its expanding client requirements. This growth is on top of the 25 licenses WRB added in Q4 2012. WRB has collaborated with Online Business Applications (‘OBA’), provider of IRMS, and used IRMS as its validated CRM system for more than 6 years.

 

About WRB Communications
WRB Communications, Inc. delivers contact center solutions to the pharmaceutical, OTC, biotechnology, medical device and healthcare industries. WRB’s executive management team has more than 100 years of combined experience in the management of outsourced healthcare communications. The company’s 24/7 services include medical information call center support, consumer affairs / customer care services, adverse event reporting, product complaint reporting, patient support, inside sales / tele-detailing and post-contact fulfillment.

 

The company was founded in 1996 and is headquartered in Chantilly, Virginia. For more information, contact WRB at www.wrbcorp.com, or +1 703.449.0520.

Contact:

Denise Dixon

Vice President, Sales

WRB Communications

+1 703.449.0520, ext. 2227

denise.dixon@wrbcorp.com

WRB is pleased to be joining industry colleagues at a leading pharmaceutical sales event, the eyeforpharma conference, June 3-4, 2013 in Philadelphia, PA. The conference will cover innovative sales strategies to increase physician engagement and product sales and personalizing approaches by letting customers select the right channel and right message.  WRB is a leading provider of contact center and multichannel communication solutions for the healthcare industry.

 

During eyeforpharma, attendees will hear how leaders in the field, like WRB, help transform businesses. For example, WRB customizes each program to influence purchasing, usage, prescribing or recommending of each client’s products or services.  We reach physicians, nurses, office or hospital staff, pharmacists and other healthcare providers through our multichannel communication services.  WRB understands the inner workings of medical offices, hospitals and pharmacies and knows how to gain access to decision makers, build relationships and influence behavior using a multi-channel approach (i.e., telephone, email, video, digital). 

 

WRB’s has been working with pharmaceutical, biotech, healthcare and medical device manufacturers for more than 17 years providing affordable and effective ways to reach and influence targeted healthcare professionals.

 

The eyeforpharma conference brings together attendees from sales, marketing, digital, medical, commercial and market access. If you are planning to attend and would like to meet with WRB to discuss inside sales and multichannel communication strategies, Mr. Tex Kund, Vice President of Sales,  is available to meet during the conference and can be reached at (215) 675-1335 or richard.kund@wrbcorp.com.

WRB Communications, the leading outsource partner of healthcare contact center solutions, announced continued strong momentum. New client contracts and expansions have increased as more client companies achieve documented success from WRB’s call center and technology solutions in key areas such as operating cost reductions, improved patient compliance, increased customer satisfaction, enhanced brand loyalty and more product sales.

 

WRB continues creating new jobs in the Washington, DC metropolitan area, including hiring full-time Managers, Pharmacists, Registered Nurses, Customer Care professionals and experienced Sales agents.

 

 “It is exciting to help drive growth for our client companies by delivering real-time business value,” said Ron Abel, WRB President. Being located in the Washington, DC area provides us the ability to hand-select top candidates for each role at WRB including positions within Medical Information, Drug Safety, Patient Adherence and Inside Sales. WRB partners with top companies across pharmaceutical, biotechnology, medical device and healthcare service organizations – our services extend to large corporations as well as companies launching their first product.

 

Our agents operate in a ‘best-in-class’ contact center environment using state of the art technology including our software-based Interactive Intelligence which is a true multi-channel platform for calls, emails, fax, mail and chat. WRB’s CRM solutions include the validated Information Request Management System (IRMS) for our medical and consumer affairs services and CallScripter for promotional programs.

WRB recently added 25 additional IRMS licenses to serve its expanding client needs and will become OBA’s beta site to integrate our multi-channel Customer Interaction Center to IRMS.

One of the emerging tools for use in the medication compliance, post discharge and appointment setting arenas is text messaging, says Denise Dixon, Vice President of Sales and Marketing for the Chantilly, Virginia based WRB Communications. This is a 17 year old independent healthcare contact center that works, in part, for pharmaceutical manufacturers. Patients who have medical information, drug interaction or drug information questions about a particular drug may contact a toll free line at the call center to get assistance. Staff members are healthcare professionals such as RNs, pharmacists, and others such as LPNs.

It wasn't that long ago that speaking on the telephone was the only way that consumers could communicate in real time with healthcare professionals if it was not a face to face encounter. Then email came along followed by patient portals and cell phones with text messaging capabilities. As new forms of communication open up this provides more opportunities for call center professionals to interact with consumers/patients.

An area of focus for the company is in handling regular communications to patients regarding medication compliance, particularly in the case of recent hospital discharges. Text messaging is catching on as a way that patients prefer to be communicated with, she says.

For example, for a post discharge patient who needs to take a certain medication every Friday at 6 p.m., a text message can be programmed into the system so that each week ahead of that time it is sent. And then, several hours later another text message is sent verifying that the individual took their medication. If they have, great; if not, then there can be other layers of communication to exp lore why they didn't. One way that could happen is a multiple choice answer scenario.

Then, after an appropriate amount of time has elapsed (e.g. three month) the text messages can stop as the patient is now in the regular habit of taking their meds properly.

This text messaging system may be perfect for this modern era of 20 and 30-somethings who may be most comfortable with this mode of communication. Other age groups may be amenable to it as a first choice, but could prefer other modalities as well such as email reminders. Phone calls with live individuals could, of course, be done as well but are not nearly as cost effective, she says. Automated medication call reminders, though, can be more cost effective.

So, why bother with reaching out to patients via text messaging or other forms of communication regarding their medication compliance? As it turns out, she says, patients don't have a really strong record in medication compliance. For some it's cost, for others it's the real or imagined side effects and for still others, it is because they think the medication isn't working. However, depending on the particular ailment being treated, there may not be a noticeable positive effect from a medication; what is does is help to prevent that negative effect from happening.

The same text messaging strategy could be used to remind patients who are amenable to this format that it is time to make a medical appointment and then, once made, to remind them at a suitable time ahead of the appointment that they need to remember to go or make the relevant arrangements for changing or canceling the appointment.

Reprinted with permission of Healthcare Call Center Times. For more information about this publication, go to www.hmrpublicationsgroup.com.

Rich Citrenbaum, RPh, a senior-level sales executive with an impressive track record of developing and leading successful sales teams, has joined WRB as Vice President of Sales Operations. Mr. Citrenbaum will call upon more than 20 years of healthcare sales and leadership experience to guide the inside sales initiatives, which include healthcare provider tele-detailing and e-detailing services, for WRB and its client companies.

Prior to joining WRB, Mr. Citrenbaum took on roles of increasing responsibility with healthcare companies including two of the top global pharmaceutical companies: Eli Lilly and Company and Johnson & Johnson. He has been successful in developing sales strategies, leading highly effective telesales and field sales teams, developing training programs and negotiating partnerships for pharmaceutical and healthcare companies. He has a background as a Registered Pharmacist and graduated from Rutgers College of Pharmacy in 1992.

“Rich delivers a unique combination of pharmaceutical industry experience and years spent leading teams of both field-based and inside sales teams ranging from 2 to more than 100 representatives. We’ve built a strong reputation for excellence in healthcare communications by having a team with the expertise to proactively manage each and every contact center program”, said Ron Abel, President of WRB Communications. “We’re fortunate to have someone of Rich’s caliber on board to augment our reputation and capacity to develop and run the highest quality inside sales programs and to serve our customers’ current and future needs.”

Mr. Citrenbaum said, “I am excited to be joining WRB’s team of experienced contact center professionals who are focused on delivering the highest quality across all of its services including physician tele-detailing / e-detailing, patient adherence support, medical information and customer service call center support. WRB has an outstanding reputation and I look forward to being part of its continued success.”

 

Successful growth at WRB Communications has created new jobs in the Washington DC, metro area. WRB welcomes 4 new healthcare client programs including two outbound sales initiatives and two inbound medical information and consumer affairs contact center programs. We are hiring full-time Managers, experienced sales agents, customer care professionals and healthcare communication agents, including Registered Nurses. 


WRB partners with top companies across pharmaceutical, biotechnology, medical device and healthcare service organizations – our services extend to large corporations as well as companies launching their first product. Ron Abel, President, commented, “We have a great blend of client partners at WRB which fits extremely well with our ‘boutique’ position in the marketplace. Our laser-focus on quality, experienced agents along with our advanced technologies, all contribute to the steady growth we’ve experienced in 2012. Plus, being located in the Washington, DC metro area provides us with the greatest candidate pool of experienced and bilingual agents to handpick from.”


Our newly implemented outbound sales programs include reaching physician offices to support sales of a leading healthcare software platform as well as a sales program reaching Case Managers to facilitate the enrollment of patients into the client’s healthy lifestyle program. WRB’s inbound programs include providing medical information, the intake of adverse events and products quality complaints, consumer support and handling post-contact fulfillment. These new services have resulted in deploying a new CRM system, CallScripter, and expanding our use of the Information Request Management System (IRMS).


WRB continues to invest in its people, technologies and infrastructure including beautifully renovating its facility in Virginia. The entire WRB team is excited by the changes that have occurred and those that we have planned for the near future. 

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