Service delivery expectations
/ case management services / service delivery expectations
Case Management
- Case manager or supervisor will contact customer upon receipt of referral to confirm instructions.
- Case management will:
- Be action oriented and goal directed.
- Contact all parties after each appointment.
- Continuously assess the client’s ability to return to work and reach MMI.
- Identify all barriers to resolution.
- Establish action plans and provide professional options to overcome barriers.
- Provide seamless integration of recommended treatments and activities needed for file resolution.
- Establish recovery time frames using established treatment protocols.
- Keep all parties informed of all significant changes.
- Clearly define areas of savings for the customer.
Reports/Correspondents
- Case manager will:
- Ensure on-time reporting.
- Ensure each report reflects action, captures all pertinent details and outlines a time framed plan.
- Compose brief but comprehensive reports.
Supervisory Responsibility
- Supervisor will:
- Provide on-going discussions with case managers regarding file activities and outcomes.
- Continue to provide on-going training and mentoring to establish effective case management process
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| Maximum contact visit deadlines from receipt |
report deadlines | maximum fee charges |
|---|---|---|
| Contact Carrier / Adjuster - 24 hrs | Initial Evaluation - 30 days | Clerical - No Charge |
| Initial Client Contact - 24 hrs | Activity Report Cycle - 30 days | Photocopying - $0.50 per page |
| Initial Client Visit - Within 5 days | Closure Report to Supervisors - 2 wks | Long Distance - $0.25 per min |
| Attorney Contact - 24 hrs | ||
| Employer Contact - 24 hrs | ||
| Physician Contact - 24 hrs |