Challenge
*Sandra has always been a proactive telephonic case manager, believing that the more trust her injured employees have in her, the sooner they recover. That is why when she was assigned a case involving *Julia, an injured employee who primarily spoke Spanish, she did not let the language barrier deter her efficiency or communication. Through an interpreter, Sandra was able to keep constant contact with Julia for smooth coordination, especially when preparing for her upcoming surgery.
Solution
Upon receiving the request for surgery, Sandra first promptly contacted the claims adjuster to secure authorization. Her willingness to start the prep process as soon as possible then prevented any potential delays. After assessment, the healthcare provider advised Julia that a smoking cessation would be necessary in the weeks leading up to the surgery. As a long-time smoker, Julia expressed her nerves around this task to Sandra. She had tried quitting in the past, but nothing ever stuck.
Recognizing the importance of this requirement and Julia’s honest concerns, Sandra diligently monitored Julia’s progress over the next few weeks. With continuous education and follow ups, Sandra and Julia were able to ensure compliance with the smoking cessation directive while also soothing Julia’s worries and withdrawals.
Result
Sandra and Julia were successful with the smoking cessation and exceeded expectations. Through effective collaboration with the claims adjuster and the provider’s office, they were also able to expedite the scheduling of the surgery by three weeks. This proactive approach on both sides not only facilitated timely care for Julia but also contributed to her successful return to full-duty work.
During their last interaction, Julia let Sandra know that she had fully stopped smoking, not just until she healed, but for the rest of her life – a positive outcome attributed to the education and support provided by Sandra.
*Names changed for privacy purposes.