CORE® Inbound Receptionists Boost Clinical Trial Patient Support

The company struggled with high patient inquiry volumes across multiple ongoing trials. Their internal teams faced several issues:

- **Delayed Response Times:** Patients waited too long for answers, which affected satisfaction and participation.

- **Missed Calls and Messages:** Limited staffing meant some inquiries went unanswered, leaving gaps in patient support.

- **High Staff Burden:** Nurses and coordinators spent excessive time managing calls rather than overseeing trial protocols.

These operational gaps slowed recruitment, reduced patient engagement, and created risks for trial timelines. The company also needed a scalable offshore call center clinical trials solution that could handle high call volumes while maintaining quality and compliance.

The clinical research company partnered with CORE to deploy a dedicated team of Inbound receptionists in the Philippines. Through its specialized managed services inbound reception, CORE took care of recruitment, onboarding, training, HR, payroll, compliance, and IT infrastructure, all within a single, streamlined framework.

Each inbound receptionist was trained in patient inquiry management and equipped to maintain service quality aligned with clinical trial standards.

### **Key Responsibilities of CORE® Receptionists**

- Answering and managing patient calls, emails, and inquiries promptly

- Providing accurate trial-related information and directing patients to the appropriate contacts

- Scheduling appointments and follow-ups for Clinical Research Coordinators (CRCs)

- Logging and tracking patient interactions to ensure no information is missed

- Monitoring call handling KPIs to maintain efficiency and patient satisfaction

This structured support system allowed the company to handle inquiries consistently while fully adhering to regulatory and operational requirements in clinical research.

Our offshore call center clinical trials team delivered measurable improvements in both performance and patient experience:

- **95% of patient inquiries resolved on the first call**

- **Over 50% reduction in average response time**

- **Higher enrollment and retention rates** as patients remained engaged and informed

- **Reduced staff burden**, allowing clinical teams to focus on protocol oversight

- **Significant cost efficiencies**, eliminating the need for an in-house call center setup

These outcomes highlight how a structured clinical trial patient support system can drive long-term benefits in recruitment, retention, and compliance.