Clinical Trial Support & Concierge Services

Talk to an Expert

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ProPharma is thrilled to introduce an expanded suite of services designed to elevate your clinical trial operations. Our enhanced Clinical Trial Support Unit now offers comprehensive global assistance, featuring a multilingual team ready to address various customer inquiries. We provide an array of bespoke concierge services tailored to streamline processes and boost trial performance. These include a 24/7 Clinical Trials Hotline, timely appointment reminders, seamless lodging and travel arrangements, efficient logistics management, and robust payment support and budget oversight. Additionally, our expertise in post-trial material collection and participant feedback ensures a thorough wrap-up of your study. With our dedicated support, your team can concentrate on delivering high-quality data and exceptional patient care.

Information & Enrollment Center

Appointment Reminders

Lodging and Travel Assistance

Logistic Support for Virtual Trials

Claim and Payment

Post-trial Management

Information & Enrollment Center

24/7 Multilingual Support - Provide round-the-clock assistance in multiple languages to address inquiries and foster clear communication.
Education - Improve public awareness and understanding of the study objectives, trial eligibility, procedures, and potential medical achievements.
Personalized Assistance - Deliver tailored support for application, documentation, and screening to streamline and succeed in the enrollment process.

Row of customer service professionals wearing headset one person smiling at camera

Appointment Reminders and Wellness Check-ups

Regular Touchpoints - Implement automated reminder systems combined with proactive follow-ups to keep participants engaged.
Performance-enhancing Solutions - Reduce missed appointments and drop-out rates, boost participant confidence by addressing their concerns, and optimize resource utilization to enhance overall trial quality and budget efficiency.

Healthcare provider writing on clipboard while attending to a patient

Lodging and Travel Assistance

Concierge Service - Coordinate both short-distance and long-distance travel to the clinical trial site or other facilities, arrange comfortable lodging, and deliver personalized support for special medical needs, provide easy contacts and a hassle-free transportation experience during the trial.
Strategic Partnerships - Collaboration with trusted, market-leading service providers for cost-effective budget management, ensuring stability and efficiency in operations.

Health care worker showing patient something on mobile phone

Logistic Support for Virtual Trials

Door-to-Door Delivery - Prompt and precise delivery of trial materials and equipment directly to participants, facilitating their full engagement in the virtual trial.
Risk Management - Robust strategies to identify, assess, and mitigate risks associated with virtual trial logistics, safeguarding against potential disruptions.
Professional Support - Arrange for experienced healthcare providers to handle administrative tasks and manage data collection, enhancing the efficiency and accuracy of the trial process.

Woman watching a health professional presenting on a laptop

Claim and Payment

Effortless Process
- Offer a straightforward claims process with secure payment options.
- Fast payment to maintain smooth financial operations and enhance participant satisfaction while minimizing the administrative load on clinical trial site.
Fund Management - Access to regular and detailed expenditure reports for clear oversight, helping you manage budgets effectively and improve financial efficiency.

health-care-worker-wearing-headset-working-on-laptop-ss-1829353274-650x425

Post-trial Management

Follow-up and Support Services
- Establish a continuous feedback loop where participant insights are actively used to refine trial protocols and enhance future studies.
- Offer additional resources and support services focused on participants’ overall well-being, reinforcing your commitment to their health and satisfaction beyond the trial.
- Proactive engagement strategies to keep participants informed and involved, increasing their likelihood of participating in future trials.
Dedicated Support Team
- Assign a specialized team to manage post-trial activities, ensuring participants receive prompt assistance and personalized care throughout the process.
- Streamline the collection and retrieval of trial materials and data, ensuring a smooth wrap-up process and secure resource management.

Customer service professional in a contact center wearing headset asking a coworker-a-question

Clinical Trial Support and Concierge Experts

Valerie Huh

Director, Global Innovation and Implementation

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Eric Brandon

Director, Patient Services & Contact Center Operations

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Ana Ming

Senior Global Innovation and Implementation Manager

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Valerie Huh

Valerie Huh brings over 20 years of experience in the pharmaceutical and healthcare industries, with expertise in global operations and process improvements. She holds a Doctor of Pharmacy (Pharm.D.), a degree in Chemistry, and an MBA with a certificate in business analytics. In her current role, she leads innovation and technology enablement in Medical Information and supports business expansions, driving forward strategic initiatives to enhance service quality and operational efficiency.

Eric Brandon

Eric has spent 30+ years in the pharmaceutical industry with the last 12 years striving to make a difference in Patient Services on the manufacturer side, as a consultant, and as a leader on the supplier side. As Director, Patient Services & Contact Center Operations he leads the strategy and oversight for global and regional Patient Support Programs (PSPs), Commercial Services, Clinical Trial Support, and other Global contact center-based programs.

He has a great passion for supporting patients wherever they are in their clinical trial or treatment journey. Eric inspires his team to focus on the patient and their specific needs to ensure they get the right support throughout their treatment journey, including insurance benefits verification, financial support, device training and support, concierge travel assistance and other innovative services. More importantly, we are here to provide the right level of professional resources to support patients through their treatment journey to ensure their safety and improve their health.

Ana Ming

Ana Ming is a highly skilled pharmacist based in Australia, with 12+ years of experience in the pharmaceutical services and healthcare industries. Currently at ProPharma, she brings expertise in medical information management, patient care, and regulatory compliance. Additionally, Ana is a certified Justice of the Peace (JP), combining her healthcare experience with a commitment to community service and ethical leadership. Her collaborative approach, coupled with a focus on innovative solutions, makes her a valuable asset in optimizing patient outcomes and advancing pharmaceutical practices.

Clinical Trial Support & Concierge Services

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