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Medical Devices
Medical Device and Life Sciences Customer Support Built for Regulated Environments
Support built to handle a device malfunction and therapy adherence outreach with the same level of precision. Across life sciences, both carry consequences.
Medical Device and Pharma Companies Trust iQor to Deliver Measurable Results
70%
error reduction.
30 days
to deploy trained, HIPAA-certified specialists.
96%
of outcomes achieved.
Medical device support operates under a different set of stakes than general customer service, and that same pressure runs across life sciences. When a patient calls about a malfunctioning insulin pump, or about a coverage dispute that's delaying access to their medication, that interaction carries regulatory weight that a generic support team is not built to hold. A mishandled interaction can become an FDA-reportable event or a compliance failure, with consequences that extend well beyond a customer experience score.
Your customers are patients and providers navigating complex products in regulated environments. Your agents need to understand the device technology, the terminology, and the compliance requirements before the first call is answered. We deploy teams that are built for exactly that.
Hidden Costs. Clear Answers.
Every unresolved member interaction carries financial and operational impact. Discover how Insights iQ delivers real-time visibility into every conversation, helping healthcare organizations identify issues faster and drive better outcomes.
Trusted by Leading Healthcare Brands
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Services
How We Support the Full Product and Patient Lifecycle
How We Support the Full Product and Patient Lifecycle
From product activation to warranty resolution to ongoing patient engagement, every touchpoint carries regulatory and clinical weight. We cover the full range — across medical devices, pharmaceuticals, diagnostics, and health technology — with agents trained for the precision that life sciences support requires.
Product Onboarding & Patient Education
Getting patients and providers to use a product correctly — a medical device, a diagnostic tool, or a new therapy — is a support challenge as much as a training one. We deploy product-trained agents who walk end users through activation, setup, and first use, reducing call-backs, improving adherence, and protecting the patient experience from Day One.
Technical Help Desk & Warranty Support
Device and equipment malfunctions don't follow business hours. We run Tier 1 through Tier 3 technical support across inbound and outbound channels, diagnosing issues, managing warranty claims, and escalating when clinical urgency requires it. Agents arrive trained on product-specific terminology and troubleshooting protocols, so the first call is handled with the same confidence as the hundredth.
Patient Support Programs
Pharmaceutical and medical device companies running patient support programs need a partner who can manage the full scope — enrollment, education, access support, and ongoing engagement — without building the infrastructure from scratch. We run these programs as an extension of your team across every channel, keeping patients informed and supported from first contact through ongoing care.
Reimbursement & Access Support
Access barriers delay treatment and erode patient trust. When a prior authorization stalls, a claim is denied, or a patient can't afford their copay, someone needs to resolve it before the patient disengages entirely. We handle benefits verification, prior authorization support, denial navigation, and copay assistance, removing the friction between the patient and the treatment they need.
Billing, Claims, & Revenue Cycle
The work doesn't end when the patient starts treatment. Claims processing, A/R management, payment posting, and compliance auditing each require accuracy and follow-through across complex payer environments. Our RCM-trained agents handle the back office financial workflows that keep your revenue cycle moving, from first claim through final resolution.
Retention, Adherence, & Win-Back
Patients who stop using a device or stop filling a prescription often do so quietly, with no complaint and no obvious signal. We run proactive retention and win-back programs that identify at-risk patients, re-engage lapsed users, and recover relationships before they become churn statistics. Every re-engagement is handled with clinical empathy rather than a sales-driven script.
Adverse Event Intake & Complaint Handling
Not every patient complaint is a routine support ticket. Some carry FDA reporting implications, and the agents handling them need to know the difference. We train teams to recognize those moments, follow escalation protocols for both device complaints and pharmacovigilance, and manage sensitive interactions with the care and documentation standards that regulated environments require.
Provider & HCP Support
Healthcare professionals need responsive, knowledgeable support when evaluating, ordering, or troubleshooting your products. We run provider-facing helpdesks, order management operations, and clinical and commercial support programs that keep HCPs informed and supplied. Agents arrive trained on your product portfolio, so providers get answers on the first call rather than a transfer.
Every stage powered by AI — from first hire to higher performance.
Start with insights. Build toward outcomes. Scale what works.
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Awards & Recognitions
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Here's What Working With Us Looks Like in Practice
Compliant
HIPAA, HITRUST, ISO 27001:2022, SOC 2 Type II, and PCI-DSS v4.0 represent our baseline compliance requirements, and we treat them as the floor, not the ceiling. Every agent who handles medical device or other life sciences interactions is trained, certified, and tested on the regulatory environment before they take their first call. Compliance gets built into the training from Day One, so it doesn't have to be retrofitted later.
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Knowledgeable
Life sciences support requires agents who understand diagnostic terminology, product-specific protocols, and when a routine inquiry needs to become an urgent escalation. Our ops leaders have averaged 10+ years in their roles, which means the person accountable for your program has seen every edge case before. Institutional knowledge like that doesn't stay in a playbook; it shows up on every call.
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AI-Powered
In regulated environments, quality reviews can't wait for the next QBR. Our Performance iQ platform analyzes interactions in real time, flagging compliance gaps, coaching moments, and escalation triggers before they become larger issues. A 70% error reduction rate is what happens when AI coaches every agent on every interaction, every day, and quality becomes a continuous process rather than a periodic review.
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Scalable
Product launches, recalls, and seasonal surges can arrive without much warning. We scale by 500% across multiple regions without retraining from scratch, because our Recruiting iQ and Learning iQ platforms compress time-to-ready down to days rather than months. When your volume spikes, your quality holds, because we staff for your toughest days with the same standards we apply to your average ones.
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Tell Us Your Biggest Medical Device or Pharma Support Challenge
Whether it's compliance, scale, or something in between, describe what you're dealing with and we'll show you exactly how we've solved it before.
Case Studies & Trends
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FAQ
Frequently Asked Questions
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