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Category: Pay

31 Jul 2019

Stipends in Clinical Trials: 4 Reasons Why You Need a Secure Payment System

An important part of any research participant’s participation in a clinical trial is knowing that they will receive their stipend payments for the time and contributions that they invest in a study. The truth of the matter is that no matter the amount, it’s important to make sure patients get paid in a timely manner.  Timely stipend payments help to increase subject compliance, and ultimately, improve study timelines and outcomes.

Making the decision to move to an electronic stipend payment system can provide many benefits, not just to the study participants, but for the site as well. Here are four things to consider when evaluating the benefits of moving to an electronic stipend payment system.

1. Reduced Costs and Improved Security

Initially, the transition to an electronic stipend system may seem more costly and more difficult to manage, but the reality is that the time-savings to staff and the built-in accountability that these systems provide save money and help to ensure greater transparency and security.  Some questions you want consider when looking at a stipend payment system are:

  • Does it integrate with your current CTMS?
  • Is it secure, and how does it prevent fraud?
  • Is it user-friendly and patient-friendly?
  • What are the reporting options?

Each one of these above questions will help you make the right decision and provide a better experience for site bookkeepers and staff as well as the clinical trial participants.

2. Streamlined Payment Processes

When your payment system is integrated with your CTMS, you don’t spend time writing checks, chasing the check signor down for signatures, distributing to staff and/or patients, dealing with lost checks, canceled checks, re-issuing checks, check fraud, etc. You will also have access to real-time stipend account balances and low account balance alerts.  Site staff, such as clinical research coordinators, can easily load the patient’s stipend card with a click of a button as soon as the visit is complete and the patient will leave with a smile on their face, probably looking forward to their next visit.

3. Track Financials

Tracking stipend payments is easier with a CTMS-integrated stipend payment solution.  Many sites are still trying to pay stipends with cash, leading to numerous challenges with tracking and the potential for theft/fraud.  Checks come with their own security risks as well as more time to process.  Electronic stipend payment system tracking is simple and funds distributions are quick and secure.  1099 reporting at year’s end can also be completed in a snap as patient stipends are tracked across any and all studies that a patient has participated in.  Aggregate reporting is available for study-level and site-level accruals as well.

4. Customer Service

Your business is solely dependent on volunteer participation. Every improvement that you make in a patient’s experience provides a boost in your site’s bottom line.  When you have a streamlined stipend payment system, patients get paid faster, have quicker access to their funds for purchases, and have customer support standing by to assist with any issues they may have with their funds or stipend cards. The positive effects of happy, satisfied patients have short and long-term benefits that will help your site be successful, long-term.

RealTime-SitePAY

At RealTime, we proudly offer superior, state of the art cloud-based software solutions for the clinical research industry. Our streamlined SitePAY solution benefits include some of the following:

  • Secure- RealTime’s privilege-based system allows you to limit or extend PAY privileges to your staff, as needed.
  • Easy Accounting- Funds are immediately off your books, and pre-set stipends can be loaded to PAYcards by multiple designated staff.
  • Branded PAYcards- Customized branded PAYcards allow you to promote your site with a “billboard in the wallet!”
  • Improved Subject Experience- Patients can receive a text or email when funds are loaded onto their PAYcard. Funds are available immediately, and can be viewed, managed, and transferred to their bank account through the PAYcard portal. The RealTime-PAY portal has both desktop and mobile capabilities.

If you are interested in learning more about RealTime-SitePAY, or any other RealTime solution, call us today at (210) 852-4310, or click HERE!

29 Jan 2019

Behind the Software with Elise Tawfiq

RealTime is dedicated to providing exceptional support, which is why we search for team members that go above and beyond for our customers. Our goal as a team is to give back to clinical researchers by creating software that is more efficient, reliable, and easy to use. This month, we feature one of our amazing team members, Elise Tawfiq.

Elise joined the RealTime team in ­­­­2015 and has over 15 years’ experience in the clinical research industry. She is currently the Product Manager for the GlobalPAY and TEXT programs at RealTime Software Solutions. Elise now teaches sites how to leverage technology to succeed in a challenging business environment.

To get to know her better, we’ve asked her some fun questions!

1. What is your favorite drink?

Coffee

2. What is the best piece of advice you could give to a younger version of yourself?

The only person you must compete with is yourself.

3. If you could invent a holiday, what would it be?

Couch & PJ’s Appreciation Day….Dedicated to comfort and cinema!

4. What is your favorite 80’s song? 80’s movie?

80’s Song: With or Without You-U2   80’s movie: Can’t Buy Me Love

5. Finish this sentence. On Sunday mornings, you can usually find me…

Spending time with my family

6. Cats or dogs?

Both!

7. If you could have any superpower, what would it be?

To read people’s minds

8. What are the values that drive you?

Integrity, Determination, and Compassion

9. What is your favorite Disney movie?

Aladdin

10. What is the most inspiring part of your job?

Witnessing sites grow and improve by using techniques and technology that I have assisted them implement.

Stay tuned for more Behind the Software as we get to know some of the team behind RealTime Software Solutions. If you are interested in scheduling a demo for GlobalPAY, SitePAY, TEXT, or any of our other solutions, call (210) 852-4310 or fill out a CONTACT FORM.

02 Jan 2019

A Message from the CEO: 2018 in Review

This year has been an exciting journey for the entire RealTime team!  As we look back at our 2018 progression, it’s hard to imagine that twelve months have already flown by.

In 2018 we accomplished major new advancements in ALL of our systems. The RealTime SOMS (Site Operations Management System) is one-of-a-kind, and the solutions that make up the RealTime-SOMS are all industry-leading products as standalone solutions!

Here is a quick run-down of some of the major accomplishments of 2018:

CTMS (Single-Site, Multi-Site and Enterprise):

  • Improved interface
  • Advanced overhead calculations
  • Expanded QC functions
  • New Study Progress Tracking features
  • Integration with Devana Ignite for Sites
  • And so much more!

 

eDOCS and eDOCS-Lite:

  • Document Cart for picking any number of documents across multiples studies for signing or sending
  • Bulk Signing – Staff and Doctors can now sign numerous documents with a single eSignature
  • Faster Signature Processing to keep site operations moving at record pace
  • Numerous updates to our custom Outlook Add-in

 

RealTime-TEXT:

  • Multi-lingual texting
  • International texting in New Zealand, Australia, Europe, and Canada
  • Mass texting capabilities for study recruitment

 

GlobalPAY:

  • GlobalPAY is going worldwide and has seen major interface improvements for Sponsors/CROs and Sites around the globe!

 

eSOURCE:

  • Launched in summer 2018, eSOURCE is our fastest growing product ever!
  • Advanced MobileAPP capabilities
  • Complete integration with CTMS and eDOCS
  • Complete Monitoring Portal
  • Patient Portal for online eSOURCE questionnaires
  • Next year we plan to implement advancements such as connection to EDC, advanced data controls, and more.

 

All of RealTime’s success is made possible by our valued customers that inspire every solution we develop. In 2019, we will continue to listen to our remarkable customers around the world to further our mission of leading the industry with new advancements and features that were once only dreamt of.

Sincerely,

Rick Greenfield, CEO

13 Jul 2018
RealTime-PAY: Best Practices Guide

RealTime-PAY: Best Practices Guide

You’ve adopted RealTime-PAY because your subjects and their experience are your main priority. Our system has helped your site reimburse patients for their time and travel with innovative technologies such as direct deposit and an online portal.

Consequently, YOU are our main priority. Our team of experts works night and day to provide you with the best tools to help you run your studies smoothly. That’s why we’ve compiled a guide of best practices your site can use when introducing the PAY portal and system to your patients. This will ensure your patients get all the information they need to get started with PAY while keeping their personal information secure.

MORE: Prioritize your subject’s experience

Do’s and Don’ts when setting up RealTime-PAY

DON’Ts

  1. Don’t – Write down or document any information such as PIN NUMBERS, PASSWORD, and SECURITY QUESTIONS. We understand that having this information might help you assist your patient, especially if they are not familiarized with the online portal or have trouble remembering their security information.
    However, if there is any type of fraud on the account, your site might be liable. Information such as the ones stated above should only be known by the account holder.
  2. Don’t – As a coordinator, you may want to assist your patient by calling Cardholder Services on their behalf but since they may be dealing with sensitive information such as PIN NUMBERS, PASSWORD, and SECURITY QUESTIONS, we recommend for you to refer them to the online portal or to a cardholder service representative.If your patient has questions about the usage of the card, card balance, PIN number, report a lost or stolen card or need general support, referred them to Cardholder Services.

    North America: +1 (877) 546-8220
    Worldwide: +1 (604) 638-6657
  3. Don’t – As mentioned before, the Cardholder Services call center is here to assist cardholders with inquiries about their account. If you have any questions about the portal or how RealTime-PAY can help your site, please call RealTime-PAY customer support at (210) 852-4310.

DO’s

  1. Do – When setting up a new card for a patient:
  • Always verify the spelling of the patient’s name, DOB, address, email, and phone number before assigning a RT-PAY card. All this information is pushed to the card during account creation.
  • Always assign the cards in RealTime before you hand over the card to the patient. This is important to ensure the correct cards are given to the assigned patient.
  • No special characters are allowed in the name field when assigning a card, for example, “Niki” or (Niki).
  • If you receive an error message when assigning a card, check the DOB first. Cards cannot be assigned to anyone under the age of 14.
  1. Do – Take the time to educate your patient about the capabilities of the PAY system and provide them with the resources to ask for help in case it is needed.
    The easiest way to make changes to the account is through the online portal but if further assistance is needed, refer them to Cardholder Services.
  2. Do – When explaining how to set up a PIN number, print out a list of steps for the patient so they can take notes while you go through the process with them. If necessary, sit with the patient through the whole set-up process but clarify that all the information needed is to be for their knowledge only.
  3. Do – Share the following tips with your patients:
  • Memorize your PIN; don’t carry it in a wallet or write it on the card.
  • Enter your PIN so others cannot see it. Do not share your PIN with anyone.
  • If the terminal appears to be modified or suspicious, do not enter your PIN.
  • Notify the Issuer immediately if a PIN change took place without your request.
  • When purchasing gasoline, pay for gas inside the station.
    Gas stations may place a hold up to $125.00 on your card balance when paying at the pump,
    regardless of the amount you pump. This hold may take up to 7 days to release to your balance.
  • When making purchases at restaurants hotels, gas stations, car rental agencies, cruise lines, mail order, and telecommunication companies, keep in mind that they may increase the purchase authorization request or place a “hold” on your card’s available balance to accommodate for potential card overdrafts.
  • Notify the Issuer immediately if a PIN change took place without your request.

Following the previous best practices will help you keep your subjects happy and their information safe.

Key Takeaways:

  • Never write down any sensitive information such as PIN NUMBERS, PASSWORD, and SECURITY QUESTIONS.
  • Take your time going over the PIN setup steps with your patient and if necessary, print a list of steps for them to follow when explaining the process.
  • Review all the TIPS on using the card with your patient.
  • Referred them to Cardholder services if they have any questions or issues with the usage of the card, card balance, PIN number, report a lost or stolen card or need general support.

If you have any questions about RealTime-PAY call one of our experts at (210) 852-4310.

To download the infographics click the link under the image and click “save” or send us an email to rtpay@realtime-ctms.com.

RealTime-PAY: Best Practices Blog                                     

PIN Number Tips                                                          Security Measures                                          DOs and DON’Ts for sites only

22 Jan 2018

Prioritize your subject’s experience – Instant Stipend Payment Solution

Often, study recruitment is a challenge.  The recruitment department is working overtime trying to get to as many community health fairs, networking events with physicians and provide as many workshops to the rest of the staff as they can. And this doesn’t take into account the time and cost involved in advertising outreach (i.e., radio, billboards, social media, TV). Each qualified and enrolled patient has literally taken your team hours to secure. As research staff, you’ve realized that it is difficult to find patients that want to participate and that also meet all the study’s I/E criteria.

Consequently, volunteering for several weeks or months is not an experience many have had. The patient is taking a huge leap of faith and trusting the clinical research process and your research staff. They will expect to be treated with care and to have an overall positive experience. Sites and sponsors that put patient centricity at the forefront of their trials are setting up their sites for better results and patients that will return for future trial participation.

The study subject’s experience (from study start to finish) will impact the way the subject and others in their circle of friends view your site in the future. Maintaining a positive relationship with the subject could go a long way.  Word of mouth clientele can lead to greater local interest in your site and more potential subjects for your future trials.

One essential way to ensure that subjects feel the immediate benefits of participating in a study is by adopting a secure payment system that allows you to instantly reimburse subjects via electronic payment.  By doing so, you will ensure these subjects are paid in a timely manner for their participation and they will leave each visit with immediate stipend compensation and a positive feeling about the time it took to volunteer. The good feelings will then be associated with the trial and your site’s reputation.

On the other hand, if you are not reimbursing these subjects in a timely manner or if the manner of payment is difficult for them to use, they may have a much less positive feeling about the experience overall.  The good news is that timely and efficient payments are not so hard to accomplish when you have the right payment platform! Adopt a subject reimbursement platform that puts customer service and the subject’s experience first. User-friendly portals for staff, convenient reloadable compensation cards for subjects and the potential to bundle your payment solutions with your CTMS is what makes RealTime systems superior.

Learn how RealTime-Site PAY and RealTime-GlobalPAY can increase your patient retention rates for Sponsors, CROs and Sites by ensuring timely and secure payments around the globe! Contact RealTime today to learn more about our patient reimbursement systems to improve retention and patient satisfaction.

Click HERE to learn more.

14 Nov 2017

PATIENT RETENTION TIPS FOR THE HOLIDAY SEASON

The holidays are upon us. As Thanksgiving and Christmas approach, you’ll most likely see your patient retention rates drop. While we are all looking forward to the Holidays and spending time with loved ones, subject no-shows can have a negative effect on your trial and your site’s bank account.  So, how can you motivate your patients to show up for their appointments?

  1. Send them a TEXT

Family gatherings and holiday shopping sprees are time-consuming and may be keeping your patients away from the clinic. They might have even forgotten about the scheduled appointment! Reduce your no-show rates by sending them an appointment confirmation TEXT. The patient will most likely see the TEXT since TEXTs are opened about 98% of the time.  This TEXT reminder may be all that they needed to work in their visit.

  1. Show them you care

Go a step further and send all your patients a mass TEXT to wish them a wonderful and safe Holiday Season. Nobody wants to be just a number, show them that you are thinking of them and their well-being.

  1. Pay them on time

Shopping, family gatherings, and dinners can make the holidays expensive. Keep your patients engaged by paying them on time.  RealTime-PAY provides instant payment onto a reloadable VISA card and they can use the funds as soon as they leave your clinic!

  1. Engage with them on social media

Social media allows your company to demonstrate its human side. Encourage your patients to follow you on your social channels. Post daily during the holidays to keep your patients engaged with your site. Let your social media presence fortify the positive perceptions they have of you and your team and let it serve as a reminder of their upcoming appointment.

RealTime is a business built by research staff. We know your struggles because we have been in your shoes. That’s why we have created solutions such as PAY and TEXT to help your site increase engagement and retention rates.

RealTime – TEXT has made it easy for sites to reach patients by sending TEXT reminders 24-hours prior to their appointment and capture subject responses right within RealTime-CTMS. The mass texting feature also allows you to send subjects a TEXT to alert them of their potential qualification for one of your studies.

RealTime-PAY streamlines your stipend payment process while providing your patients with a convenient payment card that’s easy to use. Your cards can be branded with your site’s logo to reinforce your presence in the patient’s mind.

Let RealTime help you keep your retention rates high. Give us a call at (210) 852-4310 to learn more about how our solutions can help your site take patient engagement to the next level!

28 Jul 2017

Paper Checks Riskier than You Think!

How many checks do you sign each day?

Ten, twenty, fifty?

You issue a check to your subjects after every visit but, how well do you know the person who will cash the check? Can you trust them with your information? Every issued check represents a higher risk of fraud for your company.

It will never happen to my company, you think, but more than 500 million checks are forged annually in the US with an estimated calculated loss of $18.7 billion! If your company becomes a victim of fraud, it can take up to 18 months before the scheme is detected.

Every check you give out has your company’s routing and account number, and an authorized signer’s name/signature. With that information, anyone with a printer and an internet connection could commit fraud against you.

How?

  1. Using information located right on each check that you hand out, fraud is not too difficult:
  • If the person committing fraud simply knows who the authorized signor(s) are, then fake ID(s) can easily be created.
  • Since each check that you send out has the authorized signor’s signature, forgery is as easy as a little bit of practice!
  • Fake withdrawals can be initiated or fake checks created with the above information.
  1. Using chemical washes used to remove the ink to change the check dollar amounts or payee.

 

RealTime-PAY Solution

As previous research site staff, the RealTime team can relate to challenges at the site level. We know about the burdens involved with generating paper checks, the risks associated with this and the long administrative processes. That’s why we have created a user-friendly stipend portal for all sites!

RealTime-PAY has innovative technology that enables world-class security and robust features such as intuitive management portals and subject mobile apps.

How it works:

  1. Give your patients a reloadable Visa/Mastercard that can be used as a debit or credit card.
  2. Once the visit is complete, mark it as ‘complete’ in the RealTime system.
  3. You can authorize the visit payment immediately, or wait and pay all stipends at a later date.
  4. Funds are loaded instantly on to the patient’s card and can be used right away!

Streamlining your stipend payment process, while providing your patients with a convenient payment card will protect your company’s bank account information and company assets.

Simplify processes, maximize performance, increase profits, and security with RealTime-PAY!
To find out more about RealTime-PAY, call us at (210) 852-4310 or click HERE to schedule a 30-minute demo today!

“RealTime has made the running of our research office so much more efficient. The customer service is always courteous, knowledgeable and FAST! We had an issue with fraud at our site and RealTime came along beside us and expedited getting RealTime Pay started at our site. The staff and the subjects love RealTime Pay. It has made stipend payments much easier. Our site also utilizes eDOCS, TEXT and of course, CTMS. We have been very happy with this software. “ –Director of Research, site in Austin, Texas

24 Mar 2016
GlobalPAY keyboard

RealTime-PAY™ – Instant Gratification for Research Subjects

According to a recent survey conducted by the Society for Clinical Research Sites (SCRS), greater than 60% of research sites are now paying their research subjects on the same day that subjects complete their visits. As a result, these sites are seeing better subject compliance and lower no-show rates. Most likely, this is due to the fact that subjects know that they will literally walk out of their appointment with money in their pocket.

So why do many sites still wait to pay their subjects? Some sites pay weekly, some monthly, and some wait until the end of the study to pay their stipends. Many site owners state that it is the administrative burden associated with paying stipends that prevents them from paying daily. Having to cut checks or handle cash on a daily basis for stipend payments adds a lot of overhead to the stipend payment process; therefore, many sites elect to batch their stipend payments to a single run per week or per month.

RealTime-CTMS™ has developed a solution to the administrative burden of paying stipends daily. Their new integrated service, RealTime-PAY™, makes paying stipends as easy as clicking a button! RealTime-PAY™ utilizes reloadable VISA cards that subjects keep in their wallet. When a visit is complete the research coordinator or other site designee can simply click a button to “Pay Stipend” for the completed visit, and within seconds, the money is loaded onto the subject’s RealTime-PAY™ card.

RealTime-PAY™ is an add-on feature built into RealTime-CTMS™, so existing RealTime-CTMS™ customers can easily add this new service to their system. Further, many sites report a reduction in overall administrative costs using a reloadable card system. To find out more about RealTime-CTMS™ and RealTime-PAY™, contact RealTime Software Solutions, LLC at (210) 852-4310 or visit realtime-ctms.com.