Patient First Contact Center Solutions
Clinical trial patient services designed to support enrollment, engagement and retention
About 80% of trial delays are linked to recruitment and retention. To keep your study on track, you need a partner who holistically supports patients through the process, from the first inquiry to the final visit.
Patient first contact center solutions are part of our broader offering of clinical trial patient services that are human-centered, digitally-enabled solutions designed with the patient in mind, to make it easier for them to access, enroll and participate in research.
Our global contact centers are designed to support patients and sites throughout the clinical trial journey, matching the right patients to the right studies, and using a variety of touchpoints to keep them engaged through to completion. More than just a service provider, we’re a strategic partner with the agility and proven expertise to support your study on a global scale, helping bring life-saving therapies to the world, faster.
Key benefits of clinical trial patient services
Ensures that critical data is collected efficiently and accurately, which is essential for the success of the clinical trial.
Ensures high standards of service and satisfaction for both patients and clinical sites.
Reliable and consistent interactions build trust, enhancing the overall trial experience and fostering better relationships between sites and sponsors.
Continuous availability supports regulatory compliance and provides assistance to patients and sites outside of regular hours.
This ensures adaptability to different trial sizes and complexities, while catering to diverse patient populations.
Our purpose-built solutions for clinical trial contact centers
Clinical trial hotline
Our clinical trial hotline builds trust through engagement with patients early in the process by providing direct human support, from pre-screening to the first site visit. Patients often have many questions at this stage, and standard written materials can feel overwhelming or impersonal.
A compassionate, highly trained live agent can communicate study-specific details, answer questions, and demystify the trial experience, making clinical trial participation welcoming and achievable.
At the same time, our turnkey solutions for pre-screening and site referrals maximize recruitment efforts by screening for multiple trials within the sponsor’s portfolio and creating a lasting connection with the patient for future opportunities. The hotline is available 24/7/365 with multilingual support, expanding access for diverse patient populations worldwide.
Virtual study coordinator (VSC)
Our Virtual study coordinator (VSC) service offers compliant, customizable support across traditional, hybrid and fully virtual trials. Tailored to each study’s unique needs, this scalable solution helps reduce site burden and improve the patient experience.
In traditional trials, our team integrates directly with brick-and-mortar sites to ease administrative load and support day-to-day operations. Hybrid models benefit from remote task support, allowing site staff to focus more on patient care. For decentralized studies, our fully virtual model functions as a standalone solution, partnering with a central PI to deliver full-site functionality. No matter the model, sponsors rely on VSC to maintain protocol compliance, improve patient engagement and keep studies moving forward in today’s complex research landscape.
Acting as a consistent point of contact, VSC agents deliver compassionate, end-to-end support—from consent and enrollment to data collection and communication—helping participants stay informed, engaged and connected throughout the trial journey.
Our patient enrollment activities and support can:
- Collect data from patients, caregivers and HCPs
- Conduct patient and provider interviews, including patient reported outcome (PRO) surveys
- Coordinate logistics with home health services
- Manage serious adverse events (SAE) intake and process
- Assist with tokenization
- Encourage eDiary compliance among participants
Patient navigator services
We know the work doesn’t stop at enrollment. Joining a study is a major commitment, and nearly 30% of participants drop out before completion. Our patient navigator retention service helps reverse that trend by identifying and removing barriers that could result in dropouts. We keep patients engaged, supported, and on track through every phase of the trial.
Each patient is paired with a dedicated agent who acts as a personal guide through their clinical trial journey, from coordinating logistics such as transportation and handling reimbursements, to delivering reminders for protocol adherence.
We conduct targeted outreach to educate patients and actively listen to their experiences to uncover any hidden challenges that may affect retention. Sponsors gain proactive, real-world patient insight on reoccurring barriers and can resolve them to improve the clinical trial experience. We also meet patients where they are, using their preferred communication channels, offering multilingual support, and creating a convenient, compassionate experience that keeps them committed through study completion. Read more about the value of patient navigator services.
Ready to ensure your patients have an exceptional experience?
We are! Schedule a meeting for a solution tailored to your needs.