Paradigm Hero Valerie Tate suffered multiple traumas as a result of being run over by a drunk driver. Having the accident occur in Puerto Rico only complicated the case further. Vicki Lines, BSN, RN, CCM, WCCM, was the Network Manager who supported Valerie and her husband throughout the healing process. Today, Vicki shares her thoughts on Valerie’s remarkable recovery, as well as the challenges and opportunities she experienced as the nurse case manager.

How long have you managed catastrophic claims?

I have 27 years of nursing experience and have been a Network Manager with Paradigm Outcomes for 15 years. I recently accepted a new role at Paradigm as the Supervisor of Application Training where I help develop new computer applications and train staff to use them.

You’ve helped many catastrophically injured people in your career. What made Valerie’s recovery so remarkable?

When the Paradigm Management Team learned of Valerie’s circumstances we immediately felt for her. Here was a woman with a catastrophic injury, in a foreign country, who was also a nurse and therefore knew all that could go wrong. That’s not a good combination.

Because the injury occurred outside the United States, we lacked detailed medical records and had to ensure smooth transfers between providers in Puerto Rico, Florida and Washington D.C. This raised the complexity and urgency for us to provide Valerie with a stable environment. Our goal was to quickly lower her anxiety by providing a safe place to begin her recovery. Valerie persevered through everything.

What were some of the things you did as the Network Manager to assist Valerie and support her long-term wellness?

As Valerie’s advocate, I wanted her and her husband to feel well-informed and empowered to make the best care decisions. It was my job throughout her recovery to build trust with them and coordinate the type of care that was important to her. Initially, I was challenged to find providers that were qualified to address her medical needs, accepted workers’ compensation patients and supported her preference for holistic outpatient care like yoga and meditation.

Once she met her outcome goals, I made sure her primary care physician was well-informed about Valerie’s catastrophic injury and was prepared to address any future complications and long-term care needs. Maintaining this relationship with her physician comforted Valerie and gave her confidence that she could thrive in the next stage of her life.

To learn more about Paradigm Outcomes and how our Network Managers support Heroes like Valerie Tate, visit our website or join the conversation on LinkedIn, Facebook, Twitter, or YouTube.

About the Network Manager

Vicki Lines is a registered nurse with 27 years of experience. She started her career working in a level one trauma center in the trauma intensive care unit and adult transplant unit. She spent several years as a travel nurse in intensive care units around the country, earning her Advanced Life Support Certification (ACLS). She began case management in group health 15 years ago, obtaining her Certification for Case Management (CCM) in 2001. She has served the Maryland workers’ compensation community as a Workman’s Compensation Case Manager (WCCM) since 2000.