Personal Injury Case Managers

Effective training for developing assertive communication skills specifically for personal injury case managers:

I-statement formulation with specific examples for personal injury case managers

I-Statement Basic Formula: “I feel/think/need [emotion/thought/need] when [situation] because [reason]. Would you [requested action]?”

Key Components:

Start with “I” to own the statement
Express the impact or concern
Describe the situation objectively
Explain the professional reasoning
Make a clear request

Practical Script Examples:

For Missing Documentation: “I 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?”

For Missed Appointments: “I worry when appointments are missed because it can impact both your recovery and case value. Can we discuss what’s making it difficult to attend these appointments?”

For Treatment Compliance: “I notice when prescribed treatments aren’t followed because it creates gaps in our case documentation. Could we review the treatment plan together and address any concerns you have?”

For Settlement Expectations: “I 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?”

For Communication Issues: “I feel uncertain when calls aren’t returned because I want to keep your case moving forward. Could we set up a regular check-in schedule that works for you?”

For Managing Multiple Providers: “I 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?”

For Insurance Delays: “I understand the frustration when insurance delays occur. I need your help gathering specific documentation to address their questions. Could we review what they’re requesting together?”

For Treatment Authorization: “I 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?”

I Statement Implementation Tips:

Keep statements concise and focused
Maintain professional tone
Avoid blame or judgment
Be specific about requested actions
Document the conversation
Follow up in writing when needed
Adjust approach based on client response

McKay Law TX Comprehensive Personal Injury Case Manager Responsibilities:

Initial Client Contact, Case Assessment and Neos Setup

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

Client Communication and Support

Regular status updates to client at least every two weeks
Explain medical and legal processes
Address client questions and concerns
Coordinate transportation to medical appointments if needed
Help client understand treatment plans and stress importance of treatment to client’s health and to case value
Provide resources for additional support services needed by client
Document all client interactions and concerns in Neos notes
If client is reluctant to treat or misses appointments immediately notify COO and attorney

Medical Management

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

Insurance Coordination

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

Documentation and Records Management

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

Legal Coordination

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

Financial Management

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

Vendor and Provider Relations

Coordinate with medical providers on appointments and records
Manage relationships with external vendors
Negotiate with medical facilities for reductions
Coordinate with medical billing departments
Maintain communication with pharmacies
Work with medical equipment providers if appropriate

Quality Assurance and Compliance

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

Core Training Framework:

Interactive Workshop Series

Small group sessions (8-12 case managers)
Role-playing real scenarios with feedback
Video recording and review of practice interactions
Peer feedback and group discussion
Progressive skill building over 4-6 sessions

Skills Development Focus

Active listening techniques
“I” statement formulation
Professional boundary setting
Emotion regulation strategies
Clear explanation methods
Empathetic response patterns
Documentation practices

Practical Implementation

Scenario-based learning using actual case examples
Practice with common challenging situations
Regular skills assessment and feedback
Mentoring from experienced case managers
Recording and reviewing actual client calls
Building a personalized communication toolkit

Specific Practice Areas

Delivering difficult news
Setting realistic expectations
Explaining complex processes
Handling emotional clients
Managing treatment compliance
Discussing settlement values
Addressing missed appointments

Reinforcement Methods

Weekly peer support groups
Regular case review meetings
Communication coaching sessions
Feedback from supervisors
Client satisfaction surveys
Self-assessment tools
Progress tracking metrics