1. Injury Intake & Initial Outreach • Response Time: Consultant will initiate contact with the injured individual within 24 hours of receiving notice of injury. • Documentation Accuracy: 100% of cases will include complete intake documentation within 48 hours. 2. Medical Scheduling & Care Coordination The Consultant shall coordinate and schedule all medically necessary appointments on behalf of Injured Employees, including but not limited to: Primary care or occupational medicine evaluations, Diagnostic testing (e.g., imaging, laboratory studies), Specialty consultations (e.g., orthopedics, neurology), and Physical therapy or rehabilitative services. • Appointment Scheduling: o Schedule initial medical evaluation within 3 business days of referral, unless clinically urgent. o Schedule specialty appointments within 7 business days of receiving medical referral. • Diagnostic Coordination: Ensure necessary diagnostic testing is scheduled within 5 business days of the physician’s order. • Care Optimization: Reduce avoidable or unnecessary appointments through proactive coordination and communication with providers. 4. Communication & Employee Experience • Single Point of Contact: Consultant will serve as the designated contact for all case-related support. This includes providing 24/7 hotline or customer service line to address: o Concerns or questions an employee may have with their treatment plan. o Questions or concerns the department may have regarding a employees care. • Education for City Employees: Consultant will be responsible to provide training material about the program for the City to disperse to employees. • Case Progress Monitoring: Maintain documented updates until case stabilization or closure. • Communication Standards: o Respond to employee inquiries within 1-2 business day. o Check in with employee on a regular basis to ensure needs are being met and progress is being made.
