In most cases, with proper precautions, employees can avoid an accident at work. In certain areas or professions, however, no amount of preparation, no matter how good, can prevent an accident.
In fact, according to the latest available data from the Bureau of Labor Statistics, it’s still approximate 2.8 million injuries suffered per 100 full-time employees at an average company – a number that has remained fairly constant since 2019.
However, the common goal of employers is to limit the number of workplace injuries and keep workers as safe as possible.
Filing a claim for an accident at work
When an injury occurs in the workplace, there are processes that must be followed from a legal and employee welfare perspective. One of the first steps in this process is filing a worker’s compensation claim.
Depending on your insurance company, you may have a medical administration program that can assist you in filing such claims. At Central, for example, we offer these Nurse Hotlinethat helps policyholders to file claims.
In this article, we examine what the Nurse Hotline is, the benefits it offers, and how you as an employer and employee can navigate through the program.
What is the care hotline?
The Nurse Hotline is a modern solution for the initial reporting of an accident at work. It provides telephone triage by nurses and a system through which a claim can be made within minutes of an accident. As a result, injured workers can be immediately referred to the appropriate medical facility and receive appropriate treatment without waiting for documentation or permits to be submitted.
What advantages does the care hotline offer?
In addition to a faster turnaround time, the Nurse Hotline gives Central’s policyholders access to medical advice and care from Registered Nurses (RNs) 24 hours a day, seven days a week. This has reduced claims costs as many injured people choose to be treated in an emergency room rather than an emergency room.
Having an RN on call to provide personalized care recommendations allows for a more appropriate and personalized treatment plan for injured employees. This results in faster recovery time and fewer idle weeks.
How do I use the Nursing Hotline program?
When an industrial accident occurs, the injured worker and their manager call the appropriate nurse hotline to report the accident. You will be immediately put through to an RN who will direct the injured worker to the appropriate medical facility should additional medical attention be required.
The RN will also provide the medical facility with the injured worker’s records as they await the patient’s arrival.
Remember: This service is designed to help with injuries that do not threaten life, limb or vision. If the employee has a serious injury that requires emergency medical services, call 911 or your local emergency number.
Once the initial injury is resolved, caregivers assist injured employees in determining a recommended course of action for appropriate ongoing care and ensure that return to work initiatives are intervened as early as possible. This professional nursing hotline provides injured employees with vital guidance on everything from immediate care to ongoing rehabilitation plans.
Keep in mind: The nursing hotline is staffed by experienced, qualified nursing staff. The nurses have additional training to answer calls specific to workplace injuries.
Who should speak to the nurse?
If possible, the nurse must speak directly to the employee who sustained the injury. As part of the medical triage process, the nurse asks personal, medically directed questions, including past medical history, current medical problems and medications, allergies, and the patient’s perception of symptoms.
If the injured employee does not wish to call the care hotline, the employer should make the call on their behalf. After all, this is the method used by the employer to report work-related injuries to the Workers’ Compensation Insurance Administrator.
Remember: A claim can still be reported to a Customer Service Representative for the initial reporting of an injury when the Nurse Hotline is unmanned. The supervisor should provide all available information during this report.
More quick facts on the care hotline
- waiting times: The call center aims to answer calls in 30 seconds or less. Hold time is a very rare occurrence.
- Languages: English and Spanish are the main languages spoken by the team of RNs. However, employees who speak other languages can still get support through the voice phone number, which is available 24/7 through the platform.
- Time for calls: The average talk time is about 18 minutes. Although these nurses are trained to be quick and efficient, their priority is to provide medical assistance to the person they are caring for and they take the time necessary to do so.
- Age of employee: If the injured employee is a minor, the nurse will ask if a parent or legal guardian is available to be included on the call. The nurse will continue the triage process if the parent or guardian is unavailable
- Callback options: Staff are encouraged to call the nurse if they have additional questions or symptoms. Often a patient will have a question after following the nurse’s recommendation and/or prior to their first visit to a licensed panel doctor. During the triage process, the nurse will ask the staffer for permission to call back and collect appropriate contact information if necessary. For all urgent, 911, and 911 calls where a change in condition is expected, the caregiver will also attempt a callback.
- Injury Report: The nurse will be given the information necessary to complete an injury report during the triage call. After the call is completed, this violation report is sent to the special distribution protocol.
Notification of an accident at work as a central insured person
Contacting the Nurse Hotline is the preferred method for an employer and an injured worker to report an accident at work. This service is available 24 hours a day, seven days a week, 365 days a year and can save you valuable time and money after an accident at work.
Contact your independent representative today to learn if your Workers’ Compensation Policy a Nurse Hotline Service.
The above information is general in nature and your policy and coverage may differ from the examples provided. Please read your policy completely to determine your actual coverage available.
Note: This article was originally published in August 2020. It has since been updated for accuracy.