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Clinical research companies often face the dual challenge of handling high patient inquiry volumes while ensuring that trial staff remain focused on protocol oversight. To address this, one organization partnered with CORE® to strengthen its clinical trial patient support system through strategic inbound reception services in the Philippines. This collaboration aimed to enhance patient engagement, streamline communication, and reduce the administrative burden on on-site teams.
The Importance of Patient-Centered Reception Support
In clinical trials, every patient interaction matters. Prompt, accurate, and empathetic communication not only enhances patient experience but also directly influences enrollment, retention, and overall trial success. By implementing an efficient reception framework centered on managed services inbound reception, patients feel consistently supported throughout their participation. This approach also enables clinical teams to concentrate on critical oversight rather than repetitive administrative tasks.
The Challenge
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 Solution: CORE® Managed Inbound Reception Services
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.
Why the Philippines?
The Philippines has emerged as a strategic hub for inbound reception services in the clinical research sector.
- Service-Oriented Talent: Filipino professionals are globally recognized for empathy, patience, and communication excellence, which are essential traits for clinical trial patient support.
- High English Proficiency: Ensures clear communication with patients and trial stakeholders worldwide.
- Cost Savings: Offshore receptionists help reduce operational costs by up to 60 percent without compromising service quality.
- Scalability: Teams can quickly expand to handle fluctuating call volumes during trial phases.
By leveraging the Philippines, the company achieved both operational efficiency and alignment with patient-focused values.
The CORE® Advantage
Our inbound reception services in the Philippines extend beyond staffing and deliver full operational reliability through a managed services approach.
- Fully Managed Service: CORE oversaw daily team management, HR, payroll, and infrastructure.
- Performance Oversight: Operations managers tracked call handling KPIs such as response times and patient satisfaction rates.
- Reliable Infrastructure: Receptionists operated from secure, fully equipped CORE offices with stable connectivity.
- Predictable Costs: A fixed hourly rate of $11.50 covered staffing, tools, and complete administrative support.
- Strategic Integration: The reception team collaborated closely with clinical research coordinators, ensuring seamless patient communication across multiple time zones.
Ultimately, this partnership provided the company with measurable control, transparency, and a clear return on investment.
The Results
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.
Driving Clinical Trial Success Through Efficient Communication
By leveraging our managed services inbound reception, the company transformed patient communication from a challenge into a strategic advantage. Patients received timely, empathetic responses through professional inbound reception services in the Philippines, while internal teams could concentrate on research quality and compliance. Overall, our expertise in customer support clinical trials empowers research organizations to enhance patient experience, improve trial efficiency, and confidently scale operations; without the overhead of managing in-house teams.
Contact us today to discover how our managed services inbound reception can help your organization streamline communication, achieve cost savings, and elevate patient satisfaction.
