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 U.S., 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?
Trial schedules can be unpredictable at times. We are able to accommodate last-minute changes, which lessens the stress for the participant and their families. Each participant and family is unique, with their own needs, and unexpected situations can arise. We are always there and ready to help. I believe that this is key to maintaining participants in the trial.
Why is a white glove approach crucial for certain therapeutic areas in clinical trials?
Families and patients participating in a clinical trial are often dealing with serious or rare diseases, which can be extremely challenging and stressful. A personalized and compassionate approach is essential. This kind of service provides a high level of attention that not only offers relief and comfort but also helps keep participants engaged in the trials. I have received a lot of appreciation from families for the tailored support we provide.
Do you have any specific stories about coordinating travel and logistics for patients and their families? What challenges have patients faced, and how were they overcome?
I have many stories about coordinating travel and logistics for patients and their families. Every family is unique, making my job truly special. I believe the participants and caregivers I support are genuinely grateful for our services.
I remember receiving a last-minute request on a Friday afternoon for a full-scope booking for the following Monday. I immediately reached out to the caregiver, and I will never forget their words: “We can take all the help that you can give us.” It was an incredible team effort between our travel agents, the GSM, and MUV. And we did it! The family traveled, and the visit was successfully completed!
My participants have dealt with flight cancellations, missed flights, appointment changes, language barriers, and some have very little experience with technology. For instance, one participant had almost no experience checking in at a hotel or using a hotel key to enter the room. I’ve also encountered situations where participants returned hotel keys before their checkout day, resulting in the cancellation of the rest of their reservations. One funny story was when a caregiver thought I was personally going to pick them up and take them to the site. In each of these instances, I made sure any challenges were overcome and barriers removed for the participants.
What therapeutic areas do you primarily support, and what unique challenges do these areas present? How have you been able to address these challenges?
I support various studies related to different diseases and illnesses, such as Hunter Syndrome, Active Idiopathic Inflammatory Myopathy, Propionic Acidemia, Chronic Kidney Disease, Huntington’s Disease, X-linked Hypophosphatemia, and 3 Glomerulopathy or Immune-Complex Membranoproliferative Glomerulonephritis.
I work with participants of all age groups, including their caregivers. The most challenging families I support are those who are inexperienced travelers and do not speak English. My fluency in Spanish allows me to communicate better with these participants and provide them with additional support. I strive to be by their side and have often assisted them during travel by acting as a translator between the participant and airline or hotel agents over the phone to help resolve issues. Thanks to technology, I can stay connected with them even when I am not with them in-person.
Can you share some examples of unique support requirements you’ve had to assist with in your role as a travel coordinator?
Some examples of unique support as a Concierge Coordinator include:
- Assisting families who do not speak English by acting as a translator during hotel check-ins and at airport gates
- Sending reminders throughout the trip, such as pickup times and reminders to take belongings to the site when not returning to the hotel
- Calling a hotel the night before to reserve a shuttle for the appointment
- Helping families with limited technology skills activate their Payment accounts, assisting with flight web check-ins, and providing boarding passes
- Adjusting pickup times when visits end earlier or later than expected
- Coordinating full-scope travel plans that require careful attention to detail and organization
I am incredibly proud to be a part of the wonderful work we do. It’s an honor to contribute to a company that genuinely eases the burdens of others, especially during an overwhelming time in their lives. Together with our team, we’re able to achieve truly fulfilling teamwork, and I look forward to our continued success in the future.
