ClinCard Customer Service: Expert Operational Guide

Overview of ClinCard customer service

ClinCard (a widely used clinical trial participant payment solution offered by vendors such as Greenphire) centralizes participant disbursements, dispute handling, and reporting. From a customer service perspective, the product is not merely a prepaid card — it is a service stack that includes onboarding, card issuance, reloads, participant support, fraud monitoring, reconciliation, and regulatory reporting. Effective customer service requires coordinating three stakeholders: the sponsor or CRO, investigational sites, and the card vendor’s operations team.

Expect customer service interactions to cover technical help (API integration, SFTP, eCRF triggers), financial operations (reconciliations, chargebacks, batch funding), and participant-facing issues (PIN resets, lost/stolen cards, balance inquiries). A professional service model treats each area separately with measurable SLAs, role-based access control, and an audit trail for each action.

Vendor support model and hours

Best-practice vendors operate a tiered support model: Tier 1 handles participant inquiries and routine site questions; Tier 2 addresses technical integration and reporting; Tier 3 focuses on escalation, compliance, and complex financial disputes. Recommended availability is 24/7 participant phone support (to match participant schedules and time zones) with business-hours technical support for site/study teams. Typical SLA targets used by experienced sites are first contact within 4 hours for participant issues and within 1 business day for site/study operational issues.

When negotiating service, require a published escalation matrix and named contacts for Tier 2/3 with guaranteed response times. Also require a published support website (knowledge base) and ticketing portal so site staff can track requests. Many sponsors mandate bilingual or multilingual participant support for studies enrolling non-English speakers; confirm language coverage during contracting.

Onboarding, training, and technical integration

Onboarding should be a project-managed process lasting 2–6 weeks depending on study complexity. Key milestones include legal contracting, KYC/AML (know your customer/anti-money laundering) checks, data mapping for participant records, API or file-transfer test cycles, and a UAT (user acceptance test) with sample funding and settlement flows. Require a written onboarding plan with dates and owners to avoid delays.

Training for site staff should include: card activation, issuing reloads, initiating participant payments, reading reconciliation reports, and escalating cardholder disputes. Training delivery commonly uses a combination of recorded sessions, live webinars, and 1-page quick-reference guides. Ask the vendor for training metrics (percent of sites trained before first subject visit) and a certificate of completion for site staff if required by sponsor SOPs.

Daily operations, reconciliations, and common issues

Daily operations center on batch funding, reconciliation, and handling participant interactions. Recommended cadence: fund batches by cut-off (often 1–3 PM local), reconcile daily funding reports, and close exceptions within 48–72 hours. Common issues include declined transactions, returned funds (unclaimed balances), KYC failures preventing card issuance, and participant disputes or chargebacks. Establish a standard operating procedure for each exception type and a single-point reconciliation owner on the sponsor/CRO side.

• Top operational tasks (with practical steps): 1) Daily funding reconciliation — compare vendor settlement report to your accounting ledger and flag discrepancies >$50 within 24 hours. 2) Chargeback handling — require vendor to provide contested transaction details and follow-up documentation within 5 business days. 3) Lost/stolen cards — vendor should allow immediate freeze/transfer of balances and reissue cards within 3–5 business days. 4) Participant PIN resets — support must provide secure verification and reset workflow, typically resolved within one call. 5) Batch scheduling — standardize file formats (CSV/JSON) and timezone for submission; validate with test files before live. 6) Regulatory holds — maintain a block/release workflow with audit logs for any regulatory or legal freeze on accounts.

Measure reconciliation health with KPIs such as daily reconciliation completion rate (>98%), average time to resolve exceptions (<72 hours), and participant contact resolution within first call (target >85%). Keep a rolling 90-day dashboard to detect trends like rising chargeback rates or increased KYC failures.

Compliance, security, and data retention

ClinCard operations must align with PCI DSS for card data, HIPAA where protected health information is involved, and local AML/KYC regulations. Verify that the vendor publishes independent attestations (e.g., PCI Attestation of Compliance, SOC 2 report) and is willing to sign data processing addenda that meet your institutional requirements. For audit-readiness, require a complete event log for all card transactions, reloads, and support interactions, retained according to sponsor SOPs.

Typical record retention in clinical trials varies by region and protocol; practical practice is to retain payment and reconciliation records for the duration specified by your regulatory authority and sponsor policies — commonly 2–7 years post-study close, though clinical research teams should confirm the exact requirement. Ensure encryption-in-transit and at-rest and role-based access controls on the vendor portal.

Pricing, contracting considerations, and vendor selection

Pricing models vary: common components include per-card issuance fees, monthly card maintenance, per-transaction fees, batch funding or ACH fees, and one-time onboarding/setup fees. As a planning figure, many institutions see issuance fees in the range of $3–$10 per card and per-transaction fees of $0.10–$1.50, but these vary with volume and negotiation. Require clear pass-through costs for third-party banking fees and an itemized fee schedule in the contract.

Contract language should specify SLAs, indemnities for fraud losses attributable to vendor negligence, KYC responsibilities, data breach notification timelines (e.g., notify within 72 hours), and termination/transition assistance. Ask for a statement of work (SOW) with deliverables, a sample reconciliation file format, and examples of standard reports (participant-level disbursement history, aging of unclaimed balances, monthly fee summary).

Practical checklist when contacting ClinCard support

• Have study ID, site ID, participant card ID (last 4 digits), transaction timestamp, and the batch file reference ready to accelerate resolution.
• Provide screenshots of errors and the exact steps to reproduce API/file-transfer issues; include MD5/hash of files when possible.
• If dispute/chargeback, supply supporting documentation (consent date, visit date, IRB-approved payment schedule) within your ticket to speed adjudication.

What is the phone number for bankcard customer service?

If you are planning to open another location, or if you have questions or need assistance, please contact our client service representatives at 1.800. 589.8200.

Can I transfer my ClinCard balance to my bank account?

Transfer funds from the card to the bank using a Card to Bank (C2B) Transfer. Transfer all available funds from the card account to a registered United States bank account; limited to available balance only (see “How do I transfer available balance from the card to my United States bank account?”).

What is a ClinCard?

ClinCard is a reloadable debit card that is available for use as a method to reimburse research participants. It provides an alternative to other reimbursement methods (i.e. petty cash).

How to move prepaid card into bank account?

How to transfer money from a prepaid card to a bank account

1. Check if your prepaid card allows transfers. First, determine if your card issuer allows transfers to your bank account.
2. Register your prepaid card online.
3. Link your bank account to your prepaid card.
4. Initiate the transfer.

How to get money out of ClinCard?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To get money from your ClinCard, you can visit a bank with a teller and provide your card and ID to withdraw cash, which is a free service. You can also use an ATM by inserting your card and entering your PIN, though you will likely incur an ATM fee and a ClinCard fee. Additionally, some stores may offer cash back when you use the “debit” option and enter your PIN at checkout.  Using a Bank Teller

1. Find a bank: Go to any bank that accepts MasterCard. 
2. Present your card and ID: Take your ClinCard and a government-issued photo ID to the teller. 
3. Request a cash withdrawal: Inform the teller you want to withdraw cash. 
4. No fee: Banks are required to provide cash disbursements to cardholders without charging a surcharge for the service. 

Using an ATM

1. Locate an ATM: Find any ATM that accepts MasterCard. 
2. Insert your card and enter your PIN: You will need to have set a PIN for your card. 
3. Select the option to withdraw cash: Follow the prompts to withdraw cash. 
4. Be prepared for fees: You will be charged a fee by the ClinCard service and potentially an additional fee by the ATM operator. 

Getting Cash Back at a Store

1. At checkout: When making a purchase, select the “debit” option. 
2. Enter your PIN: Enter your Personal Identification Number when prompted. 
3. Request cash back: Ask the cashier for a cash back amount. 
4. Check store policy: Not all stores offer this, and they may limit the amount of cash back you can receive. 

AI responses may include mistakes. For financial advice, consult a professional. Learn moreClinCard Cardholder FAQ: US Prepaid VisaInsert your physical card and enter your PIN (a Physical ClinCard prepaid debit card is required to use an ATM). Select “checking”myclincard.mycardplace.comClinCard Cardholder Information5) You can also get cash from the card at any ATM that accepts MasterCard if you have a PIN. The ATM will charge you $3.00 if you …University of Miami – Office of Research Administration(function(){
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How do I contact ClinCard?

Call Customer Service at 1-866-952-3795 and follow the prompts through the IVR: How do I check my available balance? Are there any fees when using my ClinCard?
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