Question 1

Physician HealthLine Process

Accepted Answer

• Call Center – Physician HealthLine operations staff answer the phone within an average of 15 seconds when a medical representative calls.
 • Case Initiation – Operations staff obtain background regarding the consultation.
 • Provider Consultation – Within two minutes a HealthForce physician is connected by telephone with the on-site medical representative. The physician offers information about first-aid or self-care for minor illness or injury and offers advice about appropriate referrals for medical issues requiring a personal visit to a physician.
 • Notice Protocol – Operations staff execute customer notification protocols following consultation, including internal and external safety and claims personnel.
 • Referral Assistance – Operations staff assist the on-site medical representative with expedited medical referrals.
 • Return to Work Consultation –HealthForce physicians consult with referral providers about job demands and, where appropriate, modified duty and return-to-work options.
 • Post-Evaluation Medical Report – HealthForce physicians and operations staff obtain post-evaluation medical reports and assist in obtaining fit-for-duty determinations where appropriate.

Question 2

Fast, Efficient and Effective

Accepted Answer

• Open a case immediately with a call or e-mail.
 • Physician consultations begin within two minutes (subject to caller’s preparation).
 • Concierge support staff follow each case from open to close, assisting on-site medical representative with off-site care coordination and notice to safety and claims personnel.
 • Progress against protocol visible on Status Viewer in real time.
 • Complete documentation of all case activity, including recording of all physician consultation calls.
 • Consultations provided by a single group of experienced physicians with detailed job demand information.

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