GeneSight® Reduces Order Time by 50% and
Doubles Productivity
With $60M in annual revenue, the GeneSight® test provides guidance to healthcare providers when prescribing psychotropic medications.
Personal customer service experience for clinicians and patients is a point of difference for Assurex’s mental health business. As GeneSight® usage continued to expand, it became increasingly important to efficiently continue a high level of personalized service.
SITUATION
The Customer Service team was highly committed to taking care of customers and needed guidance on how to best measure service and improve efficiency. With Amy’s expertise and coaching, the team began to track each step of the process required to begin an order and release the results to clinicians. Amy’s guidance to then shift the focus of KPIs away from activity and toward output made it possible to identify the largest opportunities and systemically improve upon them. The team initially addressed simple improvements that impacted a large number of claims for quick and impactful wins, making it possible to tackle more challenging improvements over time.
SOLUTION
RESULTS
Clinicians receive their results twice as quickly while customer service team members can complete twice the number of orders, effectively doubling their productivity.
The analysis and coaching provided by Amy allowed us to maximize our output as we focused on the workflow of our process. With Amy’s recommendations we were able to increase our output substantially and achieve 36-hour service as volume increased. I highly recommend Amy!
Kim Lange, Senior Director of Customer Service, GeneSight
