“It’s easier to describe what we don’t do versus what we do, because we pretty much do it all!” says Jennifer Weather, RN and DMEPOS Coordinator at Ken Glover Drug.
Ken Glover is a full service pharmacy and DME that handles nearly every DME category. Their philosophy is simple: “If not us, then who?”
After 33 years of serving patients, Ken Glover is no stranger to implementing new technologies. They’re consistently assessing and investing in new solutions to improve operations. But when Jennifer first met with Tennr last May, something felt different.
“From the moment I met the team, I just instantly had a fantastic feeling about them.”
The Challenge
Before Tennr, Ken Glover’s referrals flooded in through multiple disconnected channels:
- Individual team members email inboxes
- Faxes
- Walk-ins at their retail location
- Phone calls
- Various e-prescribe platforms
There was a complete lack of visibility into where orders were and what needed to be processed.
“While one person might have known what was going on, the rest of the team has no visibility into it,” Jennifer explains. “When a patient called in, there was no clear answer to ‘where is my paperwork?’” says Jennifer.
This lack of visibility created operational bottlenecks that stifled Ken Glover’s ability to scale efficiently. As their resupply business grew beyond what their staff could handle in a timely manner, they needed a solution that could expedite their intake operations without sacrificing the personalized service their patients expected.
Life with Tennr
Ken Glover went live with Tennr in June, and the transformation was immediate.
Operational improvements:
- Consolidated intake processing from 7 FTEs to 1 FTE handling all incoming orders
- Eliminated information silos with centralized, visible processing
- Increased referral volume without adding staff
- Reduced processing time from 7 minutes to 2-3 minutes per order
“When people call in now, there is no question where the paperwork is. It’s in the system where everybody can see it,” says Jennifer.
With this visibility transformation, Jennifer now sees Tennr as the gold standard for referral processing. When discussing e-prescribe solutions, she notes, “If we could switch everyone over to processing orders through Tennr, it would be easier for my team and our referring providers.”
She also specifies that what makes Tennr particularly stand out isn’t just the technology, but the partnership.
"Tennr's customer service is drastically different than any of the software vendors we deal with.”
Unlike other vendors where engineers build features without understanding DME workflows, Tennr's team takes the time to understand the downstream impact of every decision. "The fact that you have somebody that is on the other end of an email that gives you an immediate answer or is immediately working through whatever the issues are—it's just worth it."
What's next
Ken Glover is currently expanding their Tennr suite to include the Qualifications product, which will automate the mapping of clinical documentation to formal billing codes.
As the company continues to grow, Tennr provides the operational foundation they need to scale with confidence.
“I can count on Tennr. It’s not calling off or calling in sick. It’s there doing what it needs to do every day,” says Jennifer. “Without it, we wouldn’t be able to grow like we have or continue doing so like we plan.”