{"id":222,"date":"2025-05-11T15:46:49","date_gmt":"2025-05-11T15:46:49","guid":{"rendered":"https:\/\/salesandintake.mckaylawtx.com\/?page_id=222"},"modified":"2025-05-11T15:48:02","modified_gmt":"2025-05-11T15:48:02","slug":"case-manager-training","status":"publish","type":"page","link":"https:\/\/movesales.mckaylawtx.com\/index.php\/case-manager-training\/","title":{"rendered":"Case Manager Training"},"content":{"rendered":"\t\t
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Personal Injury Case Managers<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Effective training for developing assertive communication skills specifically for personal injury case managers:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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I-statement formulation with specific examples for personal injury case managers<\/h2>

I-Statement Basic Formula: \u201cI feel\/think\/need [emotion\/thought\/need] when [situation] because [reason]. Would you [requested action]?\u201d<\/p>

Key Components:<\/p>

  1. Start with \u201cI\u201d to own the statement<\/li>
  2. Express the impact or concern<\/li>
  3. Describe the situation objectively<\/li>
  4. Explain the professional reasoning<\/li>
  5. Make a clear request<\/li><\/ol>

    Practical Script Examples:<\/strong><\/p>

    For Missing Documentation:<\/strong>\u00a0\u201cI become concerned when medical records are missing because it affects our ability to document your injuries properly. Would you be willing to sign this release form today?\u201d<\/p>

    For Missed Appointments:<\/strong>\u00a0\u201cI worry when appointments are missed because it can impact both your recovery and case value. Can we discuss what\u2019s making it difficult to attend these appointments?\u201d<\/p>

    For Treatment Compliance:<\/strong>\u00a0\u201cI notice when prescribed treatments aren\u2019t followed because it creates gaps in our case documentation. Could we review the treatment plan together and address any concerns you have?\u201d<\/p>

    For Settlement Expectations:<\/strong>\u00a0\u201cI want to be clear when discussing settlement values because I need to ensure you have accurate information for decision-making. May I explain how we calculate settlement ranges?\u201d<\/p>

    For Communication Issues:<\/strong>\u00a0\u201cI feel uncertain when calls aren\u2019t returned because I want to keep your case moving forward. Could we set up a regular check-in schedule that works for you?\u201d<\/p>

    For Managing Multiple Providers:<\/strong>\u00a0\u201cI get concerned when providers give conflicting information because it affects our ability to build a strong case. Would you be comfortable if I coordinated directly with your doctors?\u201d<\/p>

    For Insurance Delays:<\/strong>\u00a0\u201cI understand the frustration when insurance delays occur. I need your help gathering specific documentation to address their questions. Could we review what they\u2019re requesting together?\u201d<\/p>

    For Treatment Authorization:<\/strong>\u00a0\u201cI become anxious when treatment authorizations are pending because it affects your care timeline. Would you authorize me to speak directly with the insurance adjuster about this?\u201d<\/p>

    I Statement Implementation Tips:<\/strong><\/p>

    • Keep statements concise and focused<\/li>
    • Maintain professional tone<\/li>
    • Avoid blame or judgment<\/li>
    • Be specific about requested actions<\/li>
    • Document the conversation<\/li>
    • Follow up in writing when needed<\/li>
    • Adjust approach based on client response<\/li><\/ul><\/div><\/div><\/article>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      McKay Law TX Comprehensive Personal Injury Case Manager Responsibilities:<\/h2><\/header>

      Initial Client Contact, Case Assessment and Neos Setup<\/strong><\/p>

      • Establish initial contact with injured client within 4 hours of assignment of new case<\/li>
      • Review incoming case documentation and any emergency or hospital medical records; understand the case and include important case facts from client in notes<\/li>
      • Create case file and documentation in Neos system<\/li>
      • Assess immediate medical needs and current treatment status<\/li>
      • Identify all potential insurance coverage sources and document policies and limits in Insurance tab<\/li>
      • Send LOR notification to insurance companies<\/li>
      • Establish clear liability<\/li>
      • Set up initial medical appointments client appointments within 2 days of initial client contact<\/li><\/ul>

        Client Communication and Support<\/strong><\/p>

        • Regular status updates to client at least every two weeks<\/li>
        • Explain medical and legal processes<\/li>
        • Address client questions and concerns<\/li>
        • Coordinate transportation to medical appointments if needed<\/li>
        • Help client understand treatment plans and stress importance of treatment to client\u2019s health and to case value<\/li>
        • Provide resources for additional support services needed by client<\/li>
        • Document all client interactions and concerns in Neos notes<\/li>
        • If client is reluctant to treat or misses appointments immediately notify\u00a0COO and attorney\u00a0<\/strong><\/li><\/ul>

          Medical Management<\/strong><\/p>

          • Coordinate medical appointments and treatment schedules for clients<\/li>
          • Monitor client\u2019s treatment progress and compliance<\/li>
          • Maintain communication with healthcare providers<\/li>
          • Request and review medical records and bills<\/li>
          • Track medical expenses and documentation<\/li>
          • Identify need for specialists or additional treatment<\/li>
          • Ensure treatment guidelines and protocols are followed<\/li>
          • Assertively counsel clients on the significance of consistent treatment<\/li><\/ul>

            Insurance Coordination<\/strong><\/p>

            • Submit required documentation to insurance carriers<\/li>
            • Track insurance claim status and deadlines<\/li>
            • Negotiate with insurance adjusters<\/li>
            • Verify coverage and benefits<\/li>
            • Monitor settlement negotiations<\/li>
            • Ensure timely processing of medical bills<\/li>
            • Track insurance payments and denials<\/li><\/ul>

              Documentation and Records Management<\/strong><\/p>

              • Maintain detailed case notes and timeline<\/li>
              • Organize medical records chronologically<\/li>
              • Track all expenses and payments<\/li>
              • Document all communications with involved parties<\/li>
              • Prepare periodic case status reports<\/li>
              • Obtain Hardship information from client and document<\/li>
              • Obtain lost wages information from client and document<\/li>
              • Obtain initial ambulance report and billing<\/li>
              • Obtain initial hospitalization report and billing<\/li>
              • Obtain ER or Urgent Care visit, records and billing statements<\/li>
              • Obtain any Doctor visits and treatments client had prior to hiring us<\/li>
              • Maintain settlement demand documentation<\/li>
              • Ensure compliance with privacy regulations<\/li><\/ul>

                Legal Coordination<\/strong><\/p>

                • Provide Regular updates to COO and attorneys<\/li>
                • Prepare case summaries and reports for COO and attorneys<\/li>
                • Flag important deadlines and statute dates<\/li>
                • Assist with document preparation<\/li>
                • Coordinate with paralegals and legal staff<\/li>
                • Help prepare settlement demands<\/li>
                • Gather evidence and documentation as needed<\/li><\/ul>

                  Financial Management<\/strong><\/p>

                  • Track all case-related expenses and update value tab in Neos weekly<\/li>
                  • Monitor medical bills and payments<\/li>
                  • Document lost wages and income<\/li>
                  • Track mileage and travel expenses<\/li>
                  • Maintain settlement negotiation records<\/li>
                  • Monitor liens and outstanding balances. Obtain liens and document in value tab of Neas for case so they may addressed before settlement closing<\/li><\/ul>

                    Vendor and Provider Relations<\/strong><\/p>

                    • Coordinate with medical providers on appointments and records<\/li>
                    • Manage relationships with external vendors<\/li>
                    • Negotiate with medical facilities for reductions<\/li>
                    • Coordinate with medical billing departments<\/li>
                    • Maintain communication with pharmacies<\/li>
                    • Work with medical equipment providers if appropriate<\/li><\/ul>

                      Quality Assurance and Compliance<\/strong><\/p>

                      • Ensure adherence to Firm policies<\/li>
                      • Maintain client confidentiality<\/li>
                      • Follow regulatory requirements<\/li>
                      • Monitor compliance with treatment protocols; advise COO and attorneys of any treatment reluctance or refusal of injections by client<\/li>
                      • Track and meet all deadlines<\/li>
                      • Maintain accurate and complete documentation in Neos<\/li>
                      • Have regular case audits and quality checks monthly<\/li><\/ul><\/div><\/div><\/article>