Professional Portfolio ・ Call Guides

Call

Guides

Patient support call guides for pharma brands — written to help Care Navigators hold structured, empathetic conversations that keep patients informed, adherent, and supported at every stage of treatment.

Projects
2
Brands
SCEMBLIX® · PAH Companion withMe
Sector
Pharma / Patient Support
Role
Copywriter

01

SCEMBLIX®

Ongoing Treatment Support
This call guide supports Care Navigators in delivering empathetic, structured check-in calls for patients and caregivers taking SCEMBLIX®, helping ensure each conversation remains clear, supportive, and adherence-focused throughout long-term treatment.
Call Guide
Oncology
Adherence Support
Health Literacy
Multi-Call Series
1

Welcome & About SCEMBLIX

Program overview, indication, dosing schedule setup, side effect education

Indication

Side Effects

ISI Required

2

Getting Started

Dosing check-in, monitoring tests, insurance & Co-Pay Plus, self-advocacy

Adherence

Benefits / Insurance

Reactive: Rx Refills

3

Reinforcing Routines

Routine-building tips, missed dose guidance, monitoring check-in, refills

Routine Building

Missed Doses

Reactive: Dosing Review

4

Managing SCEMBLIX

Barriers to adherence, staying on track, HCP communication, support network

Adherence

Benefits / Insurance

Reactive: Rx Refills

5

Global Elements

Dosing check-in, monitoring tests, insurance & Co-Pay Plus, self-advocacy

Adherence

Benefits / Insurance

Reactive: Rx Refills

Call 1 — Side Effects Overview

Mandatory

Potential Side Effects · Serious

Low blood cell counts

SCEMBLIX® may cause low platelet counts (thrombocytopenia), low white blood cell counts (neutropenia), and low red blood cell counts (anemia). Blood tests are checked every 2 weeks for the first 3 months of treatment, then monthly or as needed.

“Tell your doctor right away if you have unexpected bleeding or easy bruising, blood in your urine or stools, fever, or any signs of an infection.”

SCEMBLIX® Ongoing Support — Call 1

Mandatory Content

Call 2 — Dosing Check-in

Mandatory

Patient’s Dosing Schedule

Staying on track with SCEMBLIX®

Ask if the patient has been able to stay on track with their dosing schedule, then branch based on response. Reinforce that SCEMBLIX® should be taken exactly as prescribed — either once daily or twice daily 12 hours apart — without food for 2 hours before and 1 hour after.

IF

YES — Acknowledge and reinforce. Remind patient not to break, crush, or chew tablets.

IF

NO — Offer to review dosing routine; use dosing wheel if patient has one.

SCEMBLIX® Ongoing Support — Call 2

Mandatory Content

Client

SCEMBLIX® / Novartis

Project Type

Ongoing Support Call Guide · 5 Calls

My Role

Copywriter — content development, tone refinement, health-literate patient-first messaging

The Work

  • Synthesized content from legacy call guides, enterprise barrier templates, and a strategic call cadence deck
  • Structured variable content and placeholders to support accurate customization
  • Carefully calibrated tone and language to avoid minimizing the chronic nature of CML while reinforcing adherence and open HCP communication
  • Structured mandatory and reactive content across all five call touchpoints for clear navigator use

What the copy needed to do

Support Care Navigators — not patients directly — with clear, branching scripts

Balance clinical accuracy with empathetic, accessible language

Reinforce adherence without minimizing the weight of long-term CML treatment

Equip navigators to handle insurance, refills, and safety questions in a single flow

02

PAH Companion withMe · Janssen

Warm Welcome
The Warm Welcome Call guide was created to help Care Coordinators deliver short, structured, and patient-friendly calls at the very start of the PAH treatment journey — clarifying roles, setting expectations, and outlining next steps so patients feel oriented rather than overwhelmed.
Call Guide
PAH
Cardiology
Health Literacy
1

Call Connection ~1 min

Intro, identity confirmation, voicemail scripts (3 attempts + courtesy), Care Partner identification

Mandatory

Voicemail Protocol

2

Call Greeting + Privacy ~3 miN

Monitoring consent, date-of-birth verification, Care Partner authorization, general disclaimer

Privacy approval

Care Partner Auth

3

3 Steps to Success ~5 min

Getting access, getting it shipped, starting medication — each step pauses for questions

Core Content

OPSUMIT / UPTRAVI

4

Encouragement for Questions ~1 min

Open Q&A before close; refers to FAQs and Responsive Talking Points for any questions raised

FAQ Handoff

5

Closing + ISI Recording ~1–2 min

Schedule next call, transition to OPSUMIT or UPTRAVI ISI audio recording, final close

ISI Required

Next Call Scheduled

3 Steps To success — Step 1

Core Script

Getting Access to your medication

What to expect from your Care Coordinator

Patients are told their Janssen CarePath Care Coordinator will reach out to discuss insurance questions, work on getting medication from the pharmacy, and — if applicable — review Benefits Investigation results including estimated co-pay and financial support options.

“Do you have any questions about what I just shared?” 

— Pause after each of the 3 steps

PAH Companion withMe — Warm Welcome

Step 1 of 3

Call Greeting — Privacy Approval

Mandatory – every call

Call monitoring and privacy

Consent language — read verbatim on every call

Johnson & Johnson Healthcare Systems Inc., its affiliates, and its service providers will use any information provided during calls for participation in PAH Companion withMe and to fulfill any requests made. Patient confirms willingness to continue before proceeding.

IF

Patient agrees — Document date/time stamp, confirm DOB and phone number, continue to General Disclaimer.

IF

Patient does not agree — End call.

PAH Companion withMe — Warm Welcome

Mandatory every call

Client

PAH Companion withMe / Janssen

Project Type

Warm Welcome Call Guide · ~10 min

My Role

Copywriter — call guide content, health literacy, edits and jump-link navigation

The Work

  • Developed call guide content tailored to a concise 5–10 minute call format for patients early in their treatment journey
  • Highlighted key touchpoints — who’s who, next steps, and available support resources — in a clear, non-intimidating flow
  • Integrated feedback from early pilot calls to refine tone and improve clarity at critical moments
  • Edited the document to include jump links for easier, faster navigation by Care Coordinators during live calls

What the copy needed to do

Orient patients on Day 2 without overwhelming them with clinical detail

Clearly define roles — what PAH Companion does vs. what the Care Coordinator handles

Keep the call tight and scannable for coordinators navigating live conversations

Build trust and set a warm tone that carries through the full support program