High-Touch Solutions for a High-Tech World

WorkCompWire
Full article on: workcompwire.com

In today’s workers’ compensation landscape, technology and a human-focused experience should not be seen as opposing forces. Successfully integrating high-tech platforms into the claims management and recovery processes creates tremendous opportunities for better communication, increased transparency—and, ultimately, better outcomes. With technology now so deeply embedded in our daily life, the ability to reach people through text messaging, video chat, and other channels is now a fundamental aspect of effective care delivery.

For injured workers and claims professionals alike, technology-driven platforms have become the most convenient and efficient way to ensure flexibility, quick responses, and engagement at every stage—from initial treatment to post-acute care phase to home. For care management organizations in the workers’ compensation space, deploying a robust, integrated communications solution can result in substantial benefits and efficiencies that help everyone participating in the recovery process.

Better patient engagement through text-based communication
Claims professionals, care management organizations, and healthcare providers need to be able to reach people where they are to deliver effective care, and there is ample evidence that this no longer means just traditional telephonic or in-person communication. In fact:

• Ninety-seven percent (97%) of Americans own cell phones capable of receiving and sending text messages.¹
• There is a 98% open rate for text messages, meaning they will be read.²
• According to a FICO survey, 80% of respondents wanted the option to interact with healthcare providers by smartphone, and 76% reported a preference for text reminders of upcoming appointments.³

Whether it means avoiding a missed doctor’s visit to keeping recovery on track or being able to ask a quick question after hours, text-based capabilities have become a basic function of the modern recovery process. Offering this channel to injured workers and families can provide a higher level of convenience, while expediting care, especially during critical hospital-to-home transitions.

Increased accessibility through video chat
In addition to more easily reaching and engaging with the people they serve, organizations can also harness technological and communications resources for enhanced accessibility, tracking capabilities, and quality assurance. A powerful example is how video chat functionality can facilitate project completion and avoid delays. Instead of rescheduling an on-site consultation for a post-injury home modification when all parties aren’t available, a contractor can make a video call from the job site, keeping the project on schedule and helping to avoid cost overruns.

More efficient claims tracking and accurate recordkeeping
At every stage of the claims process, accurate records are critical. Claims professionals are often challenged to keep track of important events in the case and get necessary information from injured workers, particularly in a fragmented system with disparate health records and providers. A platform that accurately records and logs communications, keeps video, and stores data is a major asset that can ease administrative burden and promote best practices for recordkeeping.

Improved quality assurance and troubleshooting
In today’s age of online reviews, injured patients have a higher expectation than ever that their concerns will be heard and acted upon. An important consideration for any communications platform is a space for patient feedback. Not only does this improve the experience for participants, but it helps inform decision-making for claims managers and providers. By receiving direct, real-time feedback, stakeholders can respond and take action to correct issues proactively.

Who benefits? Everyone
A well-designed and implemented communications and technology platform has the power to improve the lives of everyone invested in the workers’ compensation system. Making technology a core function of care delivery provides a solid foundation to achieve results and efficiencies that touch every person on the recovery journey:

• Payers—For TPAs, carriers, and employers, visibility and transparency are essential for long-term, high-trust relationships. Payers need to know that projects are on schedule and on budget, and an effective platform provides easier coordination for complex services. For example, home and vehicle modification and prosthetics benefit from detailed plans, images, reports, and videos to show progress and project completion. Documented communication from time-stamped text exchanges can also be made available for reference and quality assurance.
• Case managers and adjusters—In an often overworked and understaffed claims management environment, technology can facilitate easy claims tracking visibility. Busy claims professionals need faculties to alleviate some of the burden and increase efficiency by helping to prevent delays and speed up the process. Instead of endless follow-ups and digging, technology platforms can automate delivery receipts and tracking for key documents, services, and equipment.
• Vendors, contractors, and care managers—For vendors and contractors providing essential services, as well as organizations overseeing care management, enhanced communication tools can loop in clients for time-sensitive projects and keep recovery on track. This is particularly important for ancillary services, such as prosthetics and home and vehicle modifications. Video capabilities can be a clear window to show how projects and patients are progressing. Comprehensive and prompt communication facilitated by technology can save time and money, while providing convenience whenever a multifunctional care management team is involved.
• Injured workers—As discussed above, communications need to be able to reach injured workers and family members where they are. This can be as simple as texting an appointment confirmation or reminder, but seamless communication can also increase access and be a critical way to reach providers with important health questions. Yet another advantage is the ability to provide a single point of contact to simplify and streamline what is too often a confusing workers’ compensation process. Platforms also provide a convenient way to provide feedback and rate experiences, helping organizations address concerns and support a successful, timely return to work.

Human-focused technology fostering superior engagement and results
Communications technology platforms possess an exciting potential to transform the workers’ compensation industry, enabling broader access and convenience for injured workers—combined with efficiency and transparency for claims professionals and stakeholders. For organizations seeking to fully leverage these capabilities, solutions that successfully integrate technology into a quality care delivery model and high-performing team will have the greatest capacity to deliver superior experiences and outcomes for all parties.

About the Company
Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm’s business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.

Paradigm is headquartered in Walnut Creek, California, with offices across the U.S. For more information, please visit www.paradigmcorp.com.

Sources:

1. https://www.pewresearch.org/internet/fact-sheet/mobile/
2. https://www.messagedesk.com/blog/text-messaging-statistics-facts-stats-insights
3. https://www.fico.com/en/newsroom/fico-global-survey-80-smartphone-users-interested-health-care-alerts