What factors are contributing to the increased processing time for Cohere Health's clinical review requests since the latest software update?

Introduction

The increased processing time for Cohere Health's clinical review requests since the latest software update is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for our product ecosystem.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into our product's user journey and metrics. From there, I'll form data-driven hypotheses, conduct root cause analysis, and propose a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to the recent software update. Can you confirm when exactly the update was rolled out and if it coincided with the increase in processing time?

Why it matters: Establishes a clear timeline for the issue onset. Expected answer: A specific date or timeframe for the update. Impact on approach: Helps narrow down potential causes related to the update.

• I'm curious about the scale of the problem. What percentage increase in processing time are we seeing, and is it affecting all clinical review requests or just a subset?

Why it matters: Determines the severity and scope of the issue. Expected answer: A percentage increase and whether it's universal or limited. Impact on approach: Guides the prioritization of our investigation and response.

• Considering user segments, I'm wondering if this is impacting all types of users equally. Have we noticed any patterns in terms of user roles or request types that are more affected?

Why it matters: Helps identify if the issue is systemic or specific to certain user groups. Expected answer: Information on affected user segments or request types. Impact on approach: Allows for more targeted investigation and solutions.

• Given the nature of clinical reviews, I'm thinking about potential changes in regulatory requirements. Have there been any recent updates to healthcare regulations that might have affected our processing criteria?

Why it matters: Rules out external factors that could be influencing processing times. Expected answer: Information on recent regulatory changes, if any. Impact on approach: Helps distinguish between internal software issues and external compliance factors.