Ask almost any clinical trial site or sponsor to name a major pain point in study operations, and you’ll likely hear the same answer: site payments.
Despite all the advancements in digital platforms and automation, the administration of site payments continues to frustrate. The irony? It’s not always the technology that causes the problem. So, if the software isn’t broken—what is?
The Technology Works, But That’s Not Enough
There’s no denying that technology plays a critical role in today’s payment processes. Most platforms can handle large volumes, automate repetitive tasks, and support compliance requirements. But if frustration persists even when the technology is sound, the issue must lie elsewhere.
Site payments are a tech-enabled service, not just a tech solution. And without quality service wrapped around the technology, performance suffers.
Where the Real Breakdown Occurs
The key challenges are more often tied to the services and operations rather than the system’s technical limitations and include:
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- Inconsistent data entry and validation
- Mismanaged integrations
- Communication breakdowns
- Delays in error resolution
- Lack of transparency around payment status
Maintaining clear, consistent communication with sites isn’t a software feature—it’s an operational responsibility.
Integration Isn’t One-Size-Fits-All
Whether you’re using a standalone payments tool or an integrated clinical trial management system (CTMS), no two payment setups are alike. Each requires custom integrations, configuration, and alignment with internal processes. This lack of standardization opens the door for errors and inefficiencies if the handoffs between teams—or between systems—aren’t carefully managed.
Quality Process = Quality Output
Quality site payment administration depends on more than data in and data out. It requires:
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- Accurate data input
- Rigorous review of system outputs
- Proactive communication with sites
- Collaborative problem-solving
The system can’t run itself—not if you want accuracy, transparency, and site satisfaction.
7 Key Questions to Ask Your Site Payments Provider
If you’re assessing a current or potential site payments partner, here are some critical questions to ask:
- Can your processes handle nonstandard scenarios?
- Can you support multi-currency payments and flexible payee structures?
- Do your payment operations align with your CTA negotiation team?
- How are payment errors identified, escalated, and resolved?
- What’s the communication process for addressing site questions and concerns?
- How are language and regional differences handled?
- Is your funding model flexible enough to adapt to changing study needs?
These aren’t just operational questions—they’re indicators of whether your provider is prepared to support you in the real world, not just the ideal one.
Tech Company or Service Partner? You Need Both.
Here’s the real takeaway: technology alone doesn’t solve the site payment challenge.
Yes, you need a robust, scalable platform. But more importantly, you need a provider that delivers flexible, responsive, and high-quality service—with a process designed to reduce friction for both sponsors and sites. In clinical trials, where timing, trust, and transparency matter, that difference is everything.
ICE Global Consulting, Inc. has a team of skilled site payment administration professionals with industry expertise and global experience to accurately and transparently distribute appropriate site payments to clinical research sites around the globe. For more information, visit us at www.iceglobalconsulting.com, or contact us here or at [email protected] to schedule time to speak with our site payments professionals.