Call Center Services
Our state-of-the-art call center is dedicated to the drug development and healthcare industries.
Patient Pre-Screening Call Center
Our call center stands ready to respond to requests for study information. We prescreen potential patients based on inclusion/exclusion criteria and immediately schedule patient appointments at investigator sites for further evaluation.
Quality of Life Assessments and Diary Data Collection
Enhance patient cooperation, compliance and retention. We provide personal attention to trial participants while conducting:
- Quality of life questionnaires
- Performance assessments
- Diary data collection
Investigator Recruitment
- High-volume outbound calls to recruit physicians to participate in clinical trials
- Forward CDAs, protocol concept sheets, site questionnaires specific to each trial
- Automated follow-up to monitor investigator qualification
Regulatory Document Collection
- Facilitate regulatory document collection
- Provide a toll-free helpline for physicians to call with questions
- Track activity from the date the regulatory document was sent until delivery of a complete package to the IRB
Reimbursement Hotline Support
Ensure physicians continue to prescribe your drug by decreasing the incidence of denied claims or insufficient reimbursements. Our experienced reimbursement consultants:
- Assist providers with coding and billing information
- Conduct insurance verifications
- Provide information to help the billing staff appeal denied claims
- Conduct policy coverage research
Expanded Access Programs
- Activate program sites
- Facilitate drug shipment
- Monitor patient enrollment
- Collect performance reports
- Perform monthly site monitoring visits over the phone
Capabilities and Technology
- 80-seat call center
- 400 simultaneous inbound calls
- Automated Call Distributor
- Call Management System gives us instant information on call volume, telephone representative performance statistics and call flow
