Technology Platforms
Complex Protocols and Program Execution, Solved
ServaCore™
Our ServaCore™ is an industry-leading provider of built-for-purpose patient recruitment, retention, case management and communication technology serving the biopharmaceutical and clinical research industries. ServaCore™ is the industry leading GCP Operating System for clinical research. With its nurse-staffed call center and enterprise-level technology, Serva Health Clinical can deliver enhanced relationship-building services that leverage digital only, human only and digital-human combined communications in the following typical service scenarios:
- End-to-End Patient Recruitment Platform
- 100% In-House Development
- Integrated Study Websites with Pre-Screening
- Secondary Pre-Screening and Case Management Tools
- Medical Records Release Form and Chart Review Tracking
- Third-Party Patient Recruitment Agency Integrations
- Automated Site Referrals and Optional Site Portals
- Referral to Enrollment Automated Communication Workflows for Patients and Sites
- Traditional and Digital Media Tracking Tools
- 21 CFR Part 11, GCP, GDPR and CCPA Compliant
- End-User Branding
- Fully Configurable End-to-End System
- Multi-Lingual Capability
- More Than 10 Question Types
- Multi-Protocol Capable
- Sponsor/CRO Portals, Site Portals, Admin Portals, Nurse Portals, Supervisor/PL Portals, Patient Portals and Custom Portals
- More Than 50 Reports With Custom Reports Available
- Complex Case Management Tools
- Chart Review
- Inclusion/Exclusion Detailed Review Module
- Omnichannel Communication Tools (SMS, Email, Text Chat, Co-Browse, Video Chat, Call Center, Voice Broadcast, IVR, etc.)
- Patient Retention Tools
- Configurable Protocol Schedule of Assessments with Associated Alerts and Notifications
- Fully Developed APIs for Third-Party Integration
- Workflow Automation
- Uber Health Integration
- EMR Integration Capable
- 100% in-house development
- End-User Branding
- Fully Configurable Event/Alert/Message/Language System
- Multi-Lingual Capability
- US Short Code and International Long Codes
- Client Portals, Sponsor Portals, Site Portals, Admin Portals, Patient Portals
- Full Audit Trail and User Tracking
- 21 CFR Part 11 and GCP Compliant
- Cloud-Based, Built-for-Purpose Clinical Research Call Center Platform
- Built on Twilio’s Global Carrier Network
- Available in more than 100 Countries
- Custom, Dynamic IVR and Voiceovers
- Fully Integrated with all RetainSuite™ Technologies
- Fully developed APIs for Third-Party Integration
- Rich Call Routing Capability
- Option for Call Routing to Specific Agents Based on Caller ID – Enhancing Patient Relationships
- Toll Free Numbers and Local Numbers for over 100 Countries
- Over 3 million Calls Processed in 12 Years
- Unparalleled configurability by program
- Configurable on-hold, messaging, and DTMF queue events
- Call transfers (warm/cold) and conferencing
- Skills-Based, language-based or geo-spatial call routing
- Real-time supervisor telemetry
- Supervisor monitoring and barge-in
- Direct/indirect and remote call escalation
- Rich real-time agent and call-specific reporting
- Nurse Territory Management tools
- Designed for clinical applications and nurse programs
- Uses VOIP, traditional phone line or mobile phones
- Secure web-based application – no VPN or downloads
- Mobile enabled for field nurses
- Standard and Project-Specific Dashboards
- Standard and Project-Specific Detailed Reporting
- Report Authoring
- Report Delivery Automation (email, SFTP, integrations such as with Tableau)
- User Access Configuration
- Portals with no PII/PHI
- Multiple Export Formats (PPT, PDF, XLS, CSV, XML, DOC, etc.)
- Data Warehousing
- Advanced Statistical Analytics
How We Work
Serva Health Clinical's compliant solutions and flexible, modular-based application development approach can simplify and streamline nearly any complex biopharma clinical research related business process. Our software and database development are 100% in-house on enterprise-level development tools including .NET Core and Microsoft SQL Server, while our mobile apps are developed using modern responsive Progressive Web Apps (PWA) tools that allow for cross-platform deployment. All of our software is supported by a full spectrum in-house development team including specification development, software development, QA and validation to ensure that we deliver top quality custom software that is robust and secure. Because all of this is done in-house, we can leverage short-cycle Agile development capabilities for urgent projects. We also can customize the look and feel of our software to match your company or project branding.
Speed
Designed for Rapid Deployment
Our approach, designed for rapid deployment, leads to exceptionally short set-up times, in combination with usability, number of features, quality and compliance. Here is an example of a typical deployment of a new patient support, case management or healthcare communications program:
- The Starting Point: Approved call center scripts, talking points, FAQs, training material and IVR scripts. And Serva Health Clinical can help with all of these documents through to IRB approval.
- The Systems Involved: Enroll3D™, Retain3D™, RetainACD™ and RetainBi™
- Set-Up Activities:
- Project plan/specification gathering
- System configuration and custom development
- System QA, validation and documentation (including URD, change control, functional and configuration QA)
- Systems and script training
Serva Health’s in-house software engineering team is co-located in Mount Laurel, New Jersey. Our technology project managers and development staff are always directly engaged with their clients, removing unnecessary communication barriers.
Compliance Matters
Peace of Mind
We have completed and passed assessments with 13 top biopharmaceutical companies and six top specialty pharmacies. We are built to provide peace of mind, with compliance, privacy and data security always held as a top priority.
- Our data centers are SOC 2 type II certified.
- Our ServaCore™ platforms and processes are compliant with HHS/HIPAA, FDA/GCP/21CFR Part 11, EU Directives, CCPA, GDPR, and other US, state and country-specific requirements.
- Serva Health’s data centers are audited under SSAE 18 SOC 2 Type II, PCI-DSS, GLBA and HIPAA standards annually, as well as ITAR and EU-US Privacy Shield registered.
A lot of help, little effort
Compliance and Data Security Experience
When it comes to data management, integration, compliance, privacy and security, we make your life a whole lot easier. Why? Because we have built the EnrollSuite™ software platforms from the ground-up with the requirements of the pharmaceutical and clinical research industries at the forefront.
Dmitri's passion for technology innovation and endless drive for simplicity, usability, communications and information connectivity, make him an unstoppable force in patient recruitment and retention technology innovation. He is a uniquely talented enterprise level architect with nearly 20 years’ experience in the software engineering and information technology fields.
Dmitri Prozorov, VP Platform Engineering
ServaCore™ Executive Champion