Mock Call: Losing Starts to the Infusion Suite

The scenario

Dr. Dana Whitfield, a busy pulmonologist who has historically liked and prescribed the rep’s product and has no clinical complaint about it whatsoever. She is friendly, candid, and slightly sheepish about the drift in her prescribing — she knows the infusion products are not clinically better for many of these patients, but the path of least resistance in her office now runs through the infusion suite. She is protective of her biologic coordinator, Renee, who is overloaded. She never quizzes the rep on data; clinical arguments bounce off her because clinical merit was never the issue. She responds to people who fix her staff’s problems.

A scheduled visit with Dr. Whitfield, a pulmonologist who was one of your product’s reliable supporters. Her recent numbers tell the story (1 NBRx = 1 new biologic start): in the last 3 months she started just 2 patients on Revalair against 3 on Enzavi and 2 on Boslera — a reversal of her historical pattern. On your last office visit, her biologic coordinator told you why: for the infusion products she just books the infusion suite and is done, while a Revalair start means enrollment paperwork and prior-authorization phone calls that can eat a week. This is your first conversation with Dr. Whitfield since learning about the staff-side friction. Assume Revalair is well covered for her panel — the barrier is process, not coverage denial. Your objective is to confirm the real root cause with her directly, avoid re-selling clinical data she already believes, put a concrete access-support fix on the table, and win a commitment that routes her next appropriate starts back to Revalair.

What gets scored

A scoring syllabus, not a vague impression.