Nurse Concierge Flashcards
Nurse Concierge
Written 6-26-19 / Updated: 8-20-19
Category: Claim Services / Post-Injury Management
When to Use: (1) When marketing TRV innovations; (2) at any time when talking about WC with an agent or an insured
Topic Intro / Why
WC is a really complicated process and it can be overwhelming and for the Injured Employee it is difficult to navigate. They need access to quality, timely care and good communication. And they need to work with someone they can gain trust with to figuratively hold their hands through the process. Our patented Travelers ConciergeCLAIM Nurse program helps build trust and engagement by helping injured employees receive prompt access to the care they need to recover and return to work as quickly and safely as possible.
How?
So what we do Is we put a TRV nurse embedded in one of our medical clinics. They work with the physicians and with the clinic and facilitate access to appropriate care for our customers’ injured employees and begin the process of medical management on the spot. A Travelers nurse meets in person with the injured employee to discuss their injury and the treatment plan developed by the treating physician. Explains what to expect and the injured employee’s responsibilities in the claim process including the importance of attending medical appointments. Partners with the treating physician, the employer and the injured employee to identify potential opportunities for return to work, including temporary modified or alternative-duty work.
What’s In It For Me? Walk Customer Through Program Results.
The ConciergeCLAIM Nurse program demonstrates how important engagement is to the delivery of optimal outcomes. Taking the time up front to connect with injured employees – whether it be digitally, telephonically or face-to-face – helps to increase engagement and has a positive impact on claim outcomes and experience. TRV results are astounding: our results look at our book of biz from before we had this program to when we started implementing this 5-6 years ago. We’ve seen a 35% reduction in days out of work, 86% reduction in atty rep, 39% reduction in days to closure and an 18% reduction in overall claim costs. And the piece we don’t capture is the verbal feedback we continue to hear from Injured workers and employers about how great the program is.
The Ask
What are your thoughts about this innovation and how it can help your clients manage their WC costs?
