Nurse Call Center & Patient Engagement
Caring Matters
ServaConnects™
Our ServaConnects™ Nurse Call Center and Patient Engagement Solutions place the patient first. RetainACD™ enabled, one-to-one intelligent interactions with trained, experienced nurses create a seamless patient experience that inspires trust, increased patient comfort and long-term adherence.
ServaConnects™ Advantages
Experience Matters
US-Based Registered Nurses
Average of 4 years experience and 90% retention
Capability Matters
The Power of Technology
We believe in the power of technology to enable an unprecedented scope of capabilities and scale in the areas of talent acquisition, onboarding, training, operations, and quality. Technology fuels our ability to deploy a proprietary nurse recruiting, hiring, onboarding and training process that, when combined with RetainACD™, our cloud-based global telephony platform, leads to solutions that can solve the unique challenges faced by our clients.
Flexibility Matters
Made for you
With our highly trained and experienced nurses in combination with RetainACD™, ServaConnects™ capabilities can be suited to your company and specific clinical research needs including:
- Patient Recruitment
- Patient Retention
- Case Management
- Direct Response Call Center
- Overflow and After-Hours Customer Service (including 24/7)
- Integrated, Compliant Digital Communications (e.g. SMS, Chat, Email)
- Chart Review
- Concierge Services
- Site Support
- HCP Outreach
Speed Matters
Handling all clinical research projects
with ease
Registered nurses with certain disease or functional experience can be specifically recruited and dedicated to your program. Or nurses with more generalized backgrounds are available for your shared service program. In addition, due to a proprietary recruitment, training, and onboarding technology that can process several hundred resumes per week, we are equipped for rapid ramp up for specialized or “rescue” projects. Also because of this flexible deployment model, we are able to handle both small and very large projects with equal ease. US-based healthcare professionals with bilingual language skills are also available or can be recruited to your program’s specific requirements.
Information Matters
Everything you need to see, at a glance
EnrollSuite™ Technology Platforms Enable Feature-Rich Communications. Our proprietary EnrollSuite™ technology empowers our highly capable nurse teams. Some examples include:
- Simple or complex front-end IVR options for customized internal routing
- One-touch, pre-programmed call forwarding to facilitate efficient, effective manual nurse routing
- Compliant, secure SMS, email and fax communications
- Interaction Mode, FAQs, and limited or no free text options to guide a highly regulated patient – nurse interaction
- Communication and technology options limited only by your imagination.
Quality Matters
Satisfied customers
Our nurses’ performance is regularly audited for compliance and customer service levels. Nurses are provided feedback and coaching on a regular basis and whenever an issue reaches a critical-to-quality level. In addition, a quality control program can be implemented specific to your program’s needs based on internal or external certification requirements. In a recent patient support program, the post-call customer satisfaction levels averaged 4.8 on a scale of 5.0
Tracy has been with Serva Health for more than a decade having worked her way up from an RN that worked on dozens and dozens of projects to being the senior leader of Serva Health's nurse patient engagement team. Tracy also oversees some of Serva Health's most challenging nurse programs including its 24/7/365 global nurse call center. Tracy's knowlege of the biopharmaceutical industry spans from clinical research to commercial to specialty pharmacy and beyond. You can be confident that your nurse program will thrive under Tracy's leadership.
Tracy, RN, BSN, CRC, CRA
ServaConnects™ Executive Champion