Meet the mdgroup Patient Services Team: Lily Conrad, Logistics Co-ordinator

Our patientprimary services, delivered by our Patient Services Team, are the core of what we do at mdgroup as a digital and patient health services provider. They provide patient engagement and retention services designed to look after patients’ needs (including travel, reimbursement, home visits, etc.) throughout their clinical trial journey. In this series of interviews, we introduce you to key members of the team. 

Lily Conrad has been in the clinical trials industry for six years. She has spent the last four years at mdgroup where she’s progressed from Co-ordinator to Project Manager in the Event Services Team. With the advent of the COVID-19 pandemic and the halt to in-person events, Lily has taken the opportunity to grow her skill set and broaden her logistical skills by moving into a new role as Logistics Co-ordinator for our Home Health service.

In her new position, Lily oversees forecasting, ordering, inventory, and shipping all the equipment our nurses need to perform their home visits. Lily will also be managing a new Medical Distribution Center opening shortly in Raleigh-Durham, North Carolina, USA.

We spoke to Lily about her background, her four years working here at mdgroup, what ‘putting patients first’ means to her, and more. 

Lily Conrad

Hi Lily! Firstly, tell us about your background and healthcare experience?

I started out in the events planning side of the healthcare industry and managed the planning and travel logistics for Investigator Meetings for five years. After attending so many Investigator Meetings, and hearing the sites discuss patient retention issues, it’s great to be part of a business that’s taking a lead on this front. 

What inspired you to pursue a career in the clinical research industry?

Coming from a hospitality background originally, I am driven by helping people. When an opportunity came up to work in clinical research, it seemed like the perfect industry to match my drive to help people. 

What does ‘putting patients first’ mean to you and how do you put it into action? 

Knowing how scary battling an illness is for someone and seeing it first hand working in clinical research, I want to be there to help patients through these difficult times. They are the reason we’re here. Although we’re not the ones creating the drugs, we are doing our part to make the whole process a little easier for the patients undergoing a trying time. 

How has COVID-19 impacted the trial(s) you’re supporting and the work that you do? 

COVID-19 is the reason I’ve had the great opportunity to switch departments at mdgroup from the Event Services team to the Home Health team. Due to the lack of events taking place during the COVID pandemic, I’ve been able to offer my help to the Home Health department where I am managing the inventory, shipping and logistics for home visits for patients. 

What do you think will be the next ‘big thing’ in the field of clinical research? 

Home nursing visits. With the fast-paced nature of the world today – as well as the eye-opening experience of the pandemic – convenience and limiting unnecessary contact will be the way clinical research goes from a patient care standpoint. 

What advice would you give to someone at the start of their career in clinical research?

You cannot know everything. Doing great work requires a team and collective knowledge, and asking for support is the best thing you can do.

What do you enjoy most about working for mdgroup?

I enjoy the collaborative nature of working at mdgroup. I’ve been working here for three years now and I feel I have grown with the company personally, as well as watched how the whole company has grown and shifted. Just because you work in different departments doesn’t mean that you won’t communicate with people from another department. We still have the small company ethos in that sense, even though we are growing. Also, mdgroup has given me the opportunity to learn new skills and have new experiences – even during a time of global uncertainty – and that is huge. 

What hobbies or passions do you have outside of work?

I’m big into outdoor activities. I enjoy hiking, biking, rock climbing, and kayaking as much as I can. I also love to cook. 


Looking for more support with patient engagement and retention services?

Our personalised patient retention services and technologies support patients, their families and carers, and healthcare practitioners at each stage of the clinical journey. 

On average, 18% of randomized patients drop out of a clinical trial, costing three times the amount to replace them as it did to recruit them. It doesn’t have to be that way. 

By putting patients first at every stage, our services are designed to target the reasons patients fail to join or drop out of a clinical trial, improving recruitment and drastically reducing patient drop-out rates.

From small rare disease studies with very specialised patient needs to large-scale trials with simpler patient logistics, our services can be tailored to meet the specific requirements of your patients, with the flexibility to adapt to changes as they occur. 

To discuss your clinical trial requirements and learn more about mdgroup and our patient services, get in touch by emailing [email protected]