Working with medical science liaisons (MSLs) across various companies, I’ve come to appreciate aspects of skill sets as we interact and work together. Let me give you some of those insights.
I’m a doctor of medical science (DMSc), physical associate/assistant (PA) clinical provider. I’ve practiced in family medicine these past years, but have a special interest and focus for my practice with genetic testing. This is both in the hereditary cancer risk assessment/testing space, as well as in pharmacogenetics.
Communication and timing can encompass a lot of the following insights I’d offer to MSLs from a provider perspective, as one main role of an MSL is to gather insights.
Insights
1. Extending an introduction and providing a role explanation
Working with industry companies is like traveling. The overall steps can be similar; you get to an airport, get on a plane, land, and get to the hotel, then the activities. However, the landscape can be vastly different wherever you go.
For providers new to a medical test and a company offering this, the process and integration can be vastly different. From quality integration or not, ordering flow, results interpretation, and coordinating out the initial issues. This can be a lot. Many times I’ve heard about the wizard science professional in the background that can be available; however, most of the time, the person is unknown, and NO communication has been established.
Thus, insight number one would be to make contact and reach out to new utilizing providers. You never know if this new provider will be the next key opinion leader (KOL) that you’ll be trying to contact later on. Help establish a good relationship and guide test interpretation if needed and desired. Establish and explain your role to separate out questions from sales representatives who are great but different from the role of an MSL. Once the relationship is established and the MSL understands the provider’s direction, questions, goals, and needs, then the MSL can effectively customize responses and give valuable communication. I always appreciate the MSLs who are able to communicate quickly and effectively with accurate information directed to what I’m looking for specifically.
2. Following up
Time slips on and away like the day of a busy worker. Initial help is valuable, but quality long-term follow-up is the gold at the end of the rainbow: the long game.
Everyone is busy, including the MSLs, but also the providers with whom they are trying to coordinate and work with. If a good initial relationship is established, why not continue that with long-term follow-up on what the provider is working on or has asked about? It will pay off. Sometimes, initial enthusiasm for utilizing a specific test fades when other items continuously take up a provider’s time, and other items aren’t at the forefront. When an MSL follows up based on the known provider interest and experience, then many important insights can be gathered. How a company’s test is doing months after implementation tells much about the quality and future direction of the product. I’ve attempted to implement various tests, but the ones that last past a few months tend to be the ones utilized for years and spread to other locations or providers. Play the long game and stay in contact.
3. Coordination with sales reps and providers
A provider may not be familiar with the role of an MSL, or perhaps they didn’t know the role existed at all. Maybe they think the MSL is a sales rep. Remember, this role can be made clear initially with introductions. This doesn’t eliminate the other team members. They are still coordinating with the provider and possibly making plans. The left hand needs to know what the right hand is doing. A provider can discern quickly when a group isn’t driving in the same direction.
If a site visit is planned and the sales rep is coming with other members of the team, including the MSL, how will that be organized for compliance and provider time? Was this what the provider wanted, or was it made on assumptions? Easy coordination and communication can solve most issues. If the sales rep wants to introduce one of the MSLs who is flying out for this visit, timing will be important so compliant conversations and education can occur, rather than the provider shaking hands and then going on to their next patient.
What impact will the MSL have on the provider? What information will be ready to share based on the provider’s interest or educational need?
Sometimes, a quick coordinating team meeting can make all the difference for both sides of the involved groups.
Insights wanted
4. If an insight is wanted, why not ask for it?
I’ve appreciated the direct approach when an MSL wants something specific. Dancing around the topic takes time and energy, where I might be wondering why we are spending time on this topic rather than knowing the prime objective. Being upfront with what you are looking for helps guide communications rather than having a secret or unknown motive. Providers are natural helpers and desire to contribute where they can; if then tied to their interest, most are happy to offer their insights for improvements and guidance. On a pharmacogenetic report, I’ve been asked where I see the report going in the years to come. This specific question is great and allows PGx future outlooks from a provider perspective; however, I’d recommend following up on adjustments made or considered to show its value and can make a difference.
In summary, when working with providers as an MSL, consider being proactive about the first introduction and explaining your role, have follow-up, coordinate with sales and providers, and ask for insights!
About the author:
Alex Childs, DMSc, PA-C
I’m a doctor of medical science (DMSc), physical associate/assistant (PA) clinical provider. I’ve practiced in family medicine these past years, but have a special interest and focus for my practice with genetic testing. This is both in the hereditary cancer risk assessment/testing space, as well as in pharmacogenetics.
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