Standard Operating Procedures

CREATING A PROTOCOL

  • Once the appropriate users for a particular study are set up, the study can be input in the system by someone with the Protocol Admin (assigned) role, according to the following tipsheet: Create a Protocol – Tipsheet
  • Email the CCS at CCS-Participantpayments@email.wustl.edu to advise that a protocol has been created in the system. The email should include the protocol number as well as the documentation (consent form, protocol, etc.) that details the participant payment schedule.
  • The CCS will then review the study in the system and advise if any edits are required.
  • Once the CCS confirms the system input, the debit cards can be distributed to the study team.

CARD ORDERS

  • CCS will order cards in bulk monthly from Advarra and pay for the cards upfront upon receipt of invoices from Advarra.
  • The cards will be distributed to study teams upon activation of the study in the Payments system and based on expected need for that particular study.
  • To request cards, fill out the Advarra Card Request Form and email it to CCS-Participantpayments@email.wustl.edu.
  • CCS will then coordinate a time for the department to pick up the cards at the CCS office located in the IWJ Building, Suite 301.  Standard pick up times will be Tuesdays or Thursdays from 9:00am-2:00pm.  Send email to CCS inbox with preferred specific pickup time, so we can be sure someone is in the office and available.
  • CCS will process Internal Service Delivery (ISD) items in WorkDay to be reimbursed by the study teams.

CREATING A PARTICIPANT

  • Prior to adding a participant, first search the participant records to see if the participant is already in the system (the same participant record and card can be used for multiple studies).
  • If a new participant record needs to be created, complete the fields according to the following tipsheet: Create a New Participant – Tipsheet

PAYING A PARTICIPANT

The system is configured to follow different processes depending on the type of payment to a particular participant.

  • Initial/First Payment to a Participant – 2 Step Approval Process
    • Study team member (typically Coordinator/Participant Check-In & Pay Role) enters payment and sends it for review/approval.
    • Separate team member (typically Financial Reviewer Role) reviews the payment/participant for accuracy and ultimately approves the payment.
  • Recurring Payment to Participant
    • After the initial payment, the process no longer requires 2 steps for approval of a payment.
    • Study team member (typically Coordinator/Participant Check-In & Pay Role) enters payment and selects Pay.

Pay a Participant – Tipsheet

STUDY MAINTENANCE

  • Charging the Study
    • The CCS will pay Advarra for all card orders and card loads upfront.
    • The CCS will then request reimbursement from the departments monthly via Internal Service Delivery (ISD) transactions in WorkDay.
    • The ISDs are sent to the department business office with backup documentation detailing the study info, transactions, and cost centers.
  • Modifications
    • Modifications can be done in the system by someone with the Protocol Admin (Assigned) role. Please make sure to advise the CCS when any modifications are done.
  • Tax Reporting
    • The CCS will be responsible for reporting for the system as a whole for tax 1099 purposes.
  • Inactive Protocols/Users
    • If a study is no longer active, the department should inactivate the protocol in the Payments system.
    • If a user/employee is no longer associated with the study or terminated, the department should contact the CCS to get that users account inactivated.
  • Participant Contact with Questions
    • The first line of contact for the participant should always be the research coordinator on the study.
    • If the coordinator cannot answer the question or resolve the issue, they can contact the CCS: CCS-Participantpayments@email.wustl.edu
    • The CCS can escalate to the Advarra helpdesk if necessary.  Unless otherwise stated, only the CCS should be contacting Advarra with issues or questions.
  • Fees for Card Purchases and Transactions
    • Departments will be charged $1.50 per card and $0.80 per card upload.

PARTICIPANT MAINTENANCE

  • Questions from Department to CCS
    • When emailing a question to the CCS regarding a participant, please include the URL to the participant so we are able to research and respond.
  • Updating Participant Profiles
    • When updating participant person info, please email the CCS so we can make sure the updated info gets loaded to Hyperwallet (does not happen automatically).
  • Failed Payments (Steps)

        1) Advarra will notify the CCS of any failed payments.

        2) CCS notifies department contact.

        3) Department contacts participant with instructions to resolve.

        4) Once issue is resolved, department needs to respond back to the CCS. 

          * Please complete all steps in timely manner and maintain communication.

  • Card Balance Role
    • If you have the Card Balance Administrator role, you are able to see card balances for your participants, as well as the status of the card.
    • If a card is in “Suspended” status, the participant will typically need to be contacted for them to resolve.
    • If a card is in “Lost/Stolen” status, it can be replaced by the department, if applicable.