Our team of over 90 Concierge Coordinators, based in more than 40 countries, plays a vital role in the success of a clinical trial. They provide specialized and localized support that makes a world of difference in keeping patients engaged and comfortable throughout their trial journey.
We recently had the chance to sit down with some of these dedicated coordinators to hear their stories and dive into the impact of their work. Today, we’re excited to share insights from one of our coordinators in Mexico, who brings a unique perspective on the importance of personalized support in clinical trials.
How has the need for flexibility become essential in coordinating travel and logistics for clinical trial participants?
It’s become really clear that we need to be flexible when it comes to coordinating travel and logistics for clinical trial participants, especially in Mexico. In my experience, about 60% of my participants wouldn’t be able to enroll in a study without a more adaptable approach to these arrangements. At Greenphire, we’ve figured out a way to strike a good balance between flexibility and sticking to a solid framework, which has really helped streamline our workflow. It’s essential for us to be able to adapt and respond to the new challenges that come up, and that means really listening to our participants. We have to understand the hurdles they face and be willing to make adjustments wherever we can within our structured approach.
Why is a white glove approach crucial for certain therapeutic areas in clinical trials?
For us, it’s all about enhancing the patient experience. We focus on offering personalized, local care that takes into account the unique logistics of each country and region. This really helps build trust and confidence between patients and coordinators. We’re able to provide that close, personal touch while being backed by a large company that truly prioritizes patient safety and compliance, among other important factors.
Do you have any specific stories about coordinating travel and logistics for patients and their families?
I have many stories to share from my twelve years of working here, but one that stands out is particularly close to my heart. There was a patient from Venezuela who had come to Mexico for treatment. Because of the situation in their home country, they weren’t able to travel back and forth as needed. We provided them with all the support our services could offer. Sadly, the patient passed away, and I was the only one the caregiver felt comfortable reaching out to for help. I wanted to make sure I handled everything delicately, so I sought advice on how to approach the situation. In the end, my husband and I decided to accompany the caregiver to offer our support. It was truly touching to be there for them, especially considering their lack of education on how to navigate the process. Being able to help in that moment meant a lot to me.
We also work hard to ensure our vendors recognize the dangers of the highways in my country. We often have patients who need to travel on these risky roads, but we’ve built solid relationships with suppliers who are experienced in navigating these challenges. This way, we can keep our patients as safe as possible while they travel for their care.
What therapeutic areas do you primarily support, and what unique challenges do these areas present? How have you been able to address these challenges?
When it comes to the therapeutic areas I work with, I primarily support patients dealing with conditions like Pulmonary Arterial Hypertension and Amyloidosis. Each of these areas presents its own set of unique challenges.
For example, a patient I recently spoke with said, “I get very anxious when taking a plane, walking too much, or even taking a shower or bath.” This anxiety can be overwhelming, so we’ve found that having calm, supportive conversations can really help. We make practical accommodations too, such as arranging for a wheelchair, booking a hotel room on the ground level, and hiring a driver to assist with transporting the wheelchair.
Then there are my patients with Amyloidosis. They often deal with a range of symptoms, but fatigue and anxiety are common themes. Adjusting to their needs is crucial, especially when it comes to pain management. Sometimes, we need to rethink travel plans or choose routes that allow them to enjoy their trips without exacerbating their symptoms. It’s all about finding ways to make their experiences more manageable and comfortable.
Can you share any final insights on your role in supporting participants throughout their trial journeys?
It’s incredibly rewarding to explain the reimbursement process to patients. I’ve helped some of them by guiding their relatives through things like setting up an email account, understanding what a “security question” is, where to write down their passwords, how to make transfers, and what an ABA CODE or CLABE number means. I even made a video to help explain everything.
I remember a particular patient who never brought anyone along with him, even though he was quite ill. After several months, I kept encouraging him to bring a caregiver. He told me that no one could afford to miss a day of work, so he had to travel alone. When I asked how much his family member or friend made in a day, and he said it was $10 USD, my heart sank. I spoke to my manager, and we arranged payment for the caregiver for a day’s work and even a little extra. I’ve also received photos of children thanking me for my help, and I can’t tell you how many blessings I’ve received. Even though it can be stressful at times, it really is a beautiful thing to do this work, making sure everything goes smoothly for our patients.
