Stability and Progress Are Crucial During Uncomfortable Times

2 years ago

Stability and Progress Are Crucial During Uncomfortable Times

This article originally appeared in WorkCompWire


In the words of contemporary artist Michael John Bobak, “All progress takes place outside the comfort zone.” As the entire world continues to swirl in COVID-19 surrealism, this statement seems to ring true now more than ever.  

There’s no getting around it – as the economy grinds to a halt, and entire sectors shut down, the workers’ compensation industry is feeling the pain. That said, companies with extensive capabilities who can pivot quickly are more equipped to weather the storm and welcome a brighter future on the other side. 

As an industry leader of care coordination and an important partner within the claim life cycle, One Call stepped up quickly to meet the challenge head on, thus helping to prevent disruptions in injured worker care.

Comprehensive Solutions

At a time when companies are cutting back staff and adjusters may have more on their plate than ever, convenience is king. One Call’s complete suite of ancillary services lessens the need to juggle. From diagnostic testing to the complexities often involved in home health care, we alleviate adjusters of the time, effort and administrative tasks associated with care coordination.  

Skillfully managed care is evident in One Call’s CarePath™ Surgical PathwaySM. In partnership with providers, we utilize an early engagement approach to manage elective surgery cases deferred because of COVID-19. While the world is on hold, our team coordinates pre- and post-surgical needs and consistently communicates updates with providers and injured workers so the surgery can occur once permission is granted.  Additionally, we can coordinate palliative care products and services, such as home electrotherapy, mobility devices and home therapy, to help an injured worker manage symptoms and maximize function until surgery.

A full range of capabilities also means we can pivot quickly to provide injured workers the care they need. Take, for example, an injured worker who requires home health services, including traditional physical therapy. To encourage physical distancing, we can easily shift traditional physical therapy to our telerehab solution without any gaps in care, and without leaving home. 

Expansive Provider Network 

Known for its expansive high-quality provider network, many of One Call’s provider relationships have deep roots. The average tenure of network providers is seven years, with some relationships spanning more than 20 years. 

Our provider network is expansive, with nearly 100,000 providers across urban, suburban, rural and underserved communities nationwide. The sheer size of our network enables us to shift injured worker care seamlessly during a time when others may not. If one provider is no longer seeing patients, care is transitioned to other in-network providers or out-of-network providers, as needed. 

This stability keeps injured workers on the road to recovery, as made evident once again through our handling of home health claims. Despite COVID-19 disruptions, we have experienced zero closures or gaps in home health care. 

Progressive, Virtual Care  

With some brick-and-mortar provider locations closed, technology comes to the rescue. Throughout healthcare, many are embracing telehealth, and for good reason. This progressive option is the answer for many injured workers who are homebound, practicing social distancing or not able to attend traditional appointments due to closures. 

One Call’s telerehab program has been around for more than two years – it is, and always has been, an end-to-end virtual solution. An injured worker never needs to step foot into a brick-and-mortar facility.

The industry is finally embracing its many benefits. Our solution offers the following: 

  • Extended hours – Virtual therapists are often available from 6 a.m. – 10 p.m. As injured workers juggle more than ever right now (kids home from school, etc.), extended hours are crucial.
  • Start immediately – Even without expressed concern from injured workers, we can start scheduling immediately – both new referrals and individuals already in treatment. 
  • Comparable pricing – Pricing is comparable to traditional physical therapy, and it’s often more cost-effective since injured workers can schedule appointments when it’s convenient for them - this often leads to fewer appointments needed for recovery.
  • Ease of use - All an injured worker needs is a smart device and WiFi access. 
  • One-on-one attention from the therapist – This leads to faster healing times and has been shown to help chronic pain patients. 

We’re also utilizing technology to communicate with injured workers. For example, we’ve increased text messaging to remind injured workers 48 hours in advance of a scheduled transportation or language appointment. Robocalls are placed for injured workers who only have a landline. More than 4,500 texts and calls have been placed, and less than 20 percent of injured workers have rescheduled their appointment. 

This demonstrates the need for proactive care coordination now more than ever. During this time, injured workers are still working toward recovery. They are attending appointments. They are receiving care. They want to get back to work, and we are here to support them.

Focus on the Future

These unprecedented times have resulted in an industry willing to embrace new ideas, including technology. This will have a profound impact on both injured workers and customers down the road. For example, telerehab encourages injured workers to play an active role in their recovery, while providing them with efficiency and convenience in return. This will undoubtedly lead to quicker recoveries for injured workers and cost savings for you. 

There will be a time when COVID-19 is behind us. For now, our stable foundation and progressive approach means we are well equipped to withstand the disruption – and we will emerge an even stronger partner for you. Instead of just dealing with it, quickly accept its discomforts, and put your trust in a stable, progressive partner who can successfully get you through it. We are here for you. 

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For more information about how One Call is responding to the pandemic, please visit our COVID-19 resource page.

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