Scaling operations for complex pharma demands a different kind of workforce partner.

Scale smarter and faster with business process outsourcing (BPO).

The demand for specialty medications is on the rise and internal workforce models were not designed to keep pace. Kelly® provides operations leaders in healthcare with the scalable, skilled workforce they need — for patient support contact centers and warehouse & distribution. 

Learn more about BPO workforce solutions for specialty pharma:

• Contact center (patient care support)
• Warehouse & distribution
  

When specialty drug demand spikes, your contact center can't afford to fall behind.

Specialty medications are redefining what patients need from contact centers. Most operations aren't keeping pace, resulting in higher attrition and operational costs.

As specialty medication volumes rise, operations leaders face growing pressure to scale patient support capacity — without inflating costs or exposing the organization to compliance risk. In this article, Delivering on demands of the patient support contact center, Kelly vice president of operations Josh Gadberry outlines the four pillars of a contact center built for this environment:

• Integrated operations that function as a seamless extension of your patient care support team
• Consistent, empathetic care from agents trained specifically for healthcare environments
• Flexible staffing that absorbs therapy launches and volume spikes without long-term cost commitments
• Built-in compliance and quality controls that reduce risk even during periods of rapid growth

In a landscape where patient expectations are rising and margins are tightening, a purpose-built patient support contact center with the right workforce model isn't just an operational convenience — it's a strategic advantage.

Scale faster, hire smarter, deliver more: a new workforce model for pharma warehouse and distribution. 

The most effective drug has little value if it doesn't reach the patient. As specialty medication volumes climb, warehouse and distribution operations are under pressure to scale quickly — without sacrificing compliance, quality, or delivery standards.

In the market study, Specialty medications and BPO: solving the workforce challenges of warehouse and distribution, Juan Luevano, vice president of solution design and process excellence at Kelly, outlines how a BPO workforce model helps pharma operations leaders address the four most pressing warehouse and distribution challenges:

• Staying ahead of supply chain disruptions —  With $350 billion in new U.S. biopharma capacity planned by 2030 and reshoring driving operational uncertainty, the pressure on warehouse and distribution teams has never been greater. 
• Solving the workforce bottleneck —  More than half of U.S. biopharma facilities cite the inability to hire and retain talent as their top capacity constraint, and outsourcing has hit record levels across all bioprocess platforms as a result. 
• Scaling faster during demand shifts —  Volume spikes, therapy launches, and market fluctuations demand an operational agility that traditional workforce models were never designed to provide. 
• Shifting from managing resources to delivering outcomes —  For non-core operations, placing ownership of processes and results with an experienced external partner is often more reliable than simply adding headcount. 

Not all BPO providers are equipped for the specialized demands of pharma. Learn what to look for in a partner built for this environment.