Frequently asked questions

It depends on your call volume, hours and languages — that is exactly what the free consultation calculates. Most practices find the shared-services model costs less than one additional in-house hire, with 24/7 coverage included. You get specific numbers before signing anything.

A specialized team that answers, triages and resolves your patients’ calls under your practice’s name, following your protocols — plus the administrative work around them: insurance verification, billing files, scheduling and calendars.

Yes. Every specialist works inside a documented compliance framework: role-based access, audit trails, signed confidentiality agreements and annual training. We operate under HIPAA in the U.S. and GDPR in Europe, and adapt to additional frameworks your insurers require.

No — we answer as your team, under your practice’s name, following your protocols. Your patients remain yours, and every interaction carries your name.

An answering service takes a message and promises a call back. A medical call center resolves the call: schedules, verifies, authorizes or answers while the patient is still on the line. We run the second kind — the first exists inside it as the simplest case.

Yes — and not as a message-taking service. Nights, weekends and holidays are staffed by the same trained specialists as daytime, with the same access to scheduling and verification. A patient calling at 9 p.m. gets resolved, not recorded.

A managed service. Software gives your staff another login and leaves the work with them; our specialists do the verifying — eligibility, benefits and authorizations — and hand your team the confirmed result. You see the outcome, not another dashboard to operate.

Yes, in two places. Authorizations for procedures, imaging and referrals run here in Shared Services, alongside insurance verification. Medication prior authorizations have their own division — Pharmacy Support — where each one is chased daily until approval.

Most accounts go live within weeks, coordinated so there is zero gap in coverage. Someone calling on the day of the switch hears the same warm voice they always did.

Yes. Each service line — inbound calls, insurance verification, billing support, scheduling — can be contracted separately, and scaled up or down as your demand moves.

An organization that provides the operational staff and processes a research site needs to run studies: coordinators, data management, regulatory submissions, budgets and participant follow-up — without taking any oversight role in the study itself.

A CRO works for the sponsor and monitors the study. An SMO works for the site and runs its operation. We deliberately hold no oversight role in any study, so the one thing we answer for is your site running well — there is no conflict of interest.

No, and that is deliberate. We hold no monitoring, CRO or sponsor role in any study we support, so there is never a conflict between overseeing your work and doing it. The one thing we answer for is your site running well.

It depends on which layer you contract — a part-time coordinator costs very differently from full site management. The model is built to scale: hourly, daily or full time, per study or per site. The free consultation maps your studies and returns specific numbers.

Yes. Coordinators and data managers can be contracted by the hour, by the day or full time, on site or remote, so a part-time need does not require a full-time hire.

Typically within weeks, including protocol training. For an enrolling study that cannot wait, we phase the start: the coordinator begins on the urgent workload while completing training on the rest.

Yes. We build and maintain CTMS studies and handle EDC data entry in the systems your sponsors require.

Yes. Study identification is part of the division: we match your site’s specialties, patient population and track record to the sponsor and CRO opportunities that fit it, and support the feasibility responses that win them.

A program of ongoing, non-face-to-face care for patients with chronic conditions: monthly check-ins, medication review, care coordination and follow-up between appointments — designed to keep the care plan moving forward.

Transitional care management covers the weeks right after a discharge. Chronic care management is continuous, month after month. We run both, and coordinate them so a patient leaving the hospital does not fall between the two.

It depends on how many patients you enroll and what the program covers. Chronic care management is a reimbursable program under many payers, so a properly enrolled panel typically covers the cost of running it. The free consultation reviews your panel and returns specific numbers.

Trained patient care specialists, working from your protocols, in the patient’s language. Anything clinical is escalated to your care team the same day: our specialists follow up; they do not diagnose.

Yes — starting within 48 hours of discharge and continuing through the whole recovery. Medications are reconciled, warning signs reviewed and the follow-up visit confirmed, with anything concerning escalated to your team immediately.

Yes. Every account is configured to the way your practice already works, and everything our team finds goes straight back to your care team.

That depends on your program and payer requirements — typically patients with two or more chronic conditions. We review your panel during the free consultation and identify who is eligible.

It varies by payer and medication — from 24 hours to several weeks. What changes with us is that someone chases it every day until it is approved, and you can see exactly where each one stands.

A check of the patient’s coverage, formulary status and out-of-pocket cost before they arrive at the pharmacy, so there are no surprises at the counter and the prescriber can adjust if needed.

We prepare and submit the appeal, keep a direct line to the prescriber for any clinical documentation needed, and follow it through — while screening the patient for assistance programs in parallel.

Procedure and imaging authorizations are tied to scheduling, so they run in our Shared Services Division next to insurance verification. Medication prior authorizations follow the prescription — pharmacy, payer, prescriber — and run here, chased daily until approval. Practices that contract both never have to work out which is which: we route it.

It depends on your volume and medication mix — specialty-heavy practices run more appeals, for example. The free consultation returns a specific number, set against what stalled authorizations currently cost you in staff hours and delayed treatment starts.

Yes. We work inside the systems you already use — EHR, ePA portals and payer platforms — and document every status where your team already looks. No new software to adopt.

Yes. Specialty onboarding, coordination with hub and specialty pharmacy programs, delivery confirmation and adherence follow-up are their own service line inside the division.

Always. Every account keeps a direct line between our specialists and the prescribing team, because most stalled authorizations move the same day someone supplies the missing clinical detail. That line is the reason our approvals do not sit in queues.