Category: Pay

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

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
RealTimePAY RealTime-CTMS Clinical Trial Management Systems Software

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.