Live Operators
Multilingual nurse and professional operators deliver healthcare communications for the spectrum of your drug development needs, including clinical trial recruitment and retention, data monitoring, and direct-to-consumer advertisement response. Our 24/7/365 operator hours and scalable capacity accommodates local programs or centralized media campaigns, with systems in place for spikes in call volume.
Operator Skill Set
Trained in clinical trial communications, professional operators offer healthcare backgrounds and strong project knowledge. Inbound and outbound calls are completed with patient sensitivity and adherence to project needs:
- Operators strictly adhere to the HIPAA-compliant scripts for clinical trial recruitment and retention programs
- Experienced lay operators provide cost-effective communications for a variety of healthcare projects
- Nurse operators provide the expertise necessary for more complex protocol criteria and patient counseling
- Spanish and French-Canadian speaking operators are available 24/7 with additional languages available upon request
Operator Services
- Patient Screening: Potential volunteers are screened for clinical trial participation based on inclusion/exclusion criteria.
- Nearest Site Location: During the call, operators provide potential subjects with locations and directions to the nearest research site participating in the study.
- Appointment Scheduling: Operators schedule appointments at sites most convenient to the caller. All appointment information is provided to the potential subject during the call and to the site within 48 hours.
- Warm Transfer: Calls may be transferred directly to the research sites for further screening or appointment scheduling. Operators stay on the line to make the introduction and ensure the patients are connected to site personnel.
- Appointment Reminders: To support patient compliance and avoid dropout, operators contact enrolled subjects prior to scheduled visits.
- Diary Capture Assistance: Operators gather necessary patient-reported information through outbound calls. Compliance-oriented communications help prevent data loss and reduce the need for electronic diaries.
- Patient Counseling:Education, dietary guidance, and smoking-cessation counseling is available to support patient retention and consumer affairs programs.
- Adverse Events Reporting: For investigational drugs/devices and marketed products, adverse events (AEs) are collected and reported to appropriate stakeholders and regulatory bodies
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