Antidote improved client experience and reduced time to competency

Digital patient engagement company uses Zingtree to enhance patient data collection and become more competitive in the market.

Posted on
CornerCorner

Organization:

Antidote

Industry:

Digital Health

Type:

Patient Engagement

Products used:

Agent Scripting

Objectives:

  • Ensure compliance with regulations
  • Demonstrate knowledge of multiple contracts
  • Collect comprehensive patient information
  • Simplify the agent experience

Antidote is a company on a mission. They're working to transform the way that sponsors and patients connect to accelerate medical research.

For pharmaceutical companies and sponsors, one of the most challenging aspects of running a clinical trial is finding patients to participate.

From the patient side, people often want to find clinical trials that allow them to explore treatment alternatives. Antidote works as a matchmaker to bring these two groups together.

 

The challenge

Much of Antidote's contact with patients is outbound. After a patient fills out an online questionnaire the team from Antidote reaches out to talk more about their answers. The patient care advocate (PCA) from Antidote may need to ask more in-depth questions, give the patient information on a study, or even assess the patient's fit for a particular clinical trial. Antidote then refers the patient to the nearest clinical trial site.

A few challenges can arise.

The first is that PCAs work on multiple contracts at once, so they need to be able to seamlessly move from discussing one clinical trial to the next.

The clinical trial industry is also heavily regulated. The FDA enforces many rules and requirements for the benefit of patients, and PCAs must adhere to these in their communications.

Antidote's clients also maintain their own restrictions and requirements as part of the preliminary screening process. A PCA needs to be aware of each client's unique needs and stay in compliance with federal regulations as well as client requests. It would be almost impossible for one PCA to remember every relevant detail.

Historically, Antidote would use call scripts created and managed in Excel to lead PCAs through patient conversations. The decision tree was complicated to use because the PCA had to focus on the conversation while manually moving through the tree. They might even need to jump from one spreadsheet to another in order to answer patient questions, and additional complexities would be introduced when a patient went "off script." This was not an ideal patient experience.

The implementation

Antidote worked with Zingtree as an implementation partner, but also found out how quickly they could build on their own.

"I think what's really helpful about Zingtree is that after you've got it in place, it's very easy to use," says Andy Schulz, Contact Center Operations Manager at Antidote. "We didn't really need a whole lot of help in how to create a script and put it into play. It's significantly easier than our previous solution."

With Zingtree, the Antidote team was able to build templates that can be used across instances. The ability to copy & paste nodes also saves the team time when building new trees.

"It takes a lot of the thinking out of it in terms of initial setup and node creation," Schulz adds. "Some of our templates will be 30 or 40 nodes long already, and a lot of the work has already been handled. You can get all that done in 15 to 20 minutes as opposed to creating something from scratch or retyping things from an Excel spreadsheet."

The impact

Zingtree has helped Antidote reduce time to competency for new hires. Standalone workflows allow new PCAs to independently walk through scripts while they are onboarding; they no longer have to wait for a more experienced PCA to lead them through a workflow. They also don't need to spend time learning how to navigate complex spreadsheets—all the tools are right there in front of them in Zingtree.

"We don't need to have a separate utility. [Zingtree] allows us to bring all of our Contact Center materials into one spot," Schulz explains. "It doesn't just provide the patient care advocate with what to say. We also have tools available to give them additional information about why they're asking this question, or 'here's some information that you may need to explain a little bit better.' The quality of the interactions with our patients has definitely gone up because of that ability to have information at hand when needed."

The enhanced data collection made possible by Zingtree also creates a better experience for Antidote's clients. Antidote can incorporate information collected by PCAs into the database and communicate it more effectively to clinical trial sites. This helps the sites improve their processes and results in higher quality patient candidates for trials. Offering complete data makes Antidote more competitive in their space.

"It's been like night and day," Schulz says. "There was this archaic way of doing things where you're trying to source a document and work your way through it. Whereas with Zingtree, it's right there in front of you. It's one click away. It's very specific to what you're doing and it's guiding you through the entirety of the call. You're able to be present with the patient as opposed to talking to them and having the mental drain of trying to figure out where to go next."

The future

The Antidote team plans to connect Zingtree with their internal patient database, which pushes tickets and data into Zendesk. Additional data collected by PCAs and entered into data collection form fields during phone calls will flow into the patient database to allow for a more complete understanding of the patient.

About Antidote:

Antidote is a digital health company on a mission to accelerate medical research. In a world where 80% of clinical trials are delayed or closed due to a shortage of suitable participants, Antidote uses precision recruitment to match the right patients with the right trials, striking the right balance between technology and human touch to deliver high-quality patient engagement.

About Zingtree:

Zingtree is a no-code, interactive decision tree tool that helps your employees and customers navigate complex, consequential, and changing processes so they can take the next right action.

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