Who’s Answering the Call?

WorkCompWire
Full article on: workcompwire.com

Jennifer Brockman, Vice President, Care at Home

Why onshore, staff-based answering turns vulnerable moments into trust-building experiences.

Workplace injuries can be among the most stressful life events a person can encounter. In addition to physical recovery, injured patients also frequently face anxiety about their future livelihood, activity level, and role within their families. What’s more, in the middle of an already difficult situation, many find themselves navigating a confusing, isolating system that places multiple barriers between themselves and the help they need.

Too often, this starts from the very first phone call.

Where offshore and third-party models fall short
On paper, it may seem that adopting a model in which an offshore or third-party service handles frontline calls is an attractive cost control lever. But it’s important to understand the tradeoffs that frequently come with these approaches. In these call handling models, especially on nights and weekends, injured workers can encounter:

• Nonclinical representatives as the first point of contact
• Scripted responses from representatives with limited authority
• Multiple call transfers before reaching someone qualified

For someone dealing with pain or anxiety, these interactions can feel frustrating and impersonal. Each transfer adds time, repetition, and emotional fatigue at the moment clarity and reassurance matter most.

In workplace injury recovery, these compromises often result in a diminished experience, contributing to higher long-term costs, increased legal exposure, and delayed return to work. Delays and communication breakdowns—such as repeated questions, escalation waits, or language and cultural differences—can intensify uncertainty and anxiety, particularly in complex or post-acute cases, leading to confusion, dissatisfaction, and longer recoveries.

Clinician-led support: designed for people
Instead, a service model built around U.S. staff-based, clinician-led, 24/7 live answering can have a substantial positive impact on an injured patient’s experience. A partner dedicated to exceptional customer service should be willing to invest in higher upfront costs when they translate to long-term value and stable relationships.

A service-first approach means:

• Immediate access to trained clinicians
• No phone trees or unnecessary transfers
• Faster decision-making
• Clear, compassionate communication
• Multilingual representatives
• Convenient texting capabilities
• Direct access to management systems for immediate action

Whether the caller is an injured patient, nurse case manager, provider, or adjuster calling outside of business hours, this approach helps people feel heard, understood, and helped without delay. It’s the difference between feeling processed and feeling cared for.

Organizations that bridge this gap successfully will be better positioned to protect both their patients and their brand.

Operational decisions shape trust
Outstanding service models that deliver exceptional customer experience are intentionally designed, not accidental. They are the result of deliberate decisions that prioritize people over process.

Organizations committed to excellence:

• Invest in onshore, staff-based expertise
• Empower action, not escalation
• Design services around authentic human moments

When selecting partners, one of the most important questions is a simple one: Who’s answering the call?