Case Study: Durham Nephrology Associates achieves streamlined payment management and enhanced reporting with Advarra's CCPay

Durham Nephrology Associates Enhances Reporting and Patient Experience Using CCPay

Durham Nephrology Associates, part of Frenova Research and managing 5–7 trials, had been using Advarra’s Clinical Conductor CTMS for five years but faced mounting patient complaints and operational strain from a prior debit/payment provider. The old system’s poor reporting and slow customer service forced staff to spend excessive time resolving lost cards, unclear payments, and payment tracking, so they switched to Advarra’s CCPay.

Advarra implemented CCPay to manage all patient payments and deliver granular reporting — including patient balances, 1099 reports, live card counts, and trial-level/time-based reports for real‑time sponsor budget reconciliation. The result: improved patient experience (online balances and text alerts), faster staff workflows (ability to instantly deactivate cards), and measurable efficiency gains — service interactions dropped from up to an hour to under 10 minutes — along with clearer, actionable reporting for sponsors and internal use.

Durham Nephrology Associates

Sherice Dove

Research Coordinator