USB Recording Transcripts

Yeah, yeah, because the non-intractable doesn't.

Yeah, yeah, yeah. I think it is. Not good to buy. Yeah. Here we shine again. Yeah, here we shine again.

I don't know why it keeps going out. Can you hear me? Yeah, I can hear you. Yes, I can. Uh- huh. All right. So yes, you're correct to remove the non-injectable. Okay. Yeah. I wasn't like it. we are good because we have boats that we should remove in the same sentence. So I was thinking one of them are boats. So I told him to remove boats and just leave a key process of my post so I might be headed. Perfect. Yep, you had it. Yeah, so giving, you know, more examples and like

really, you know, taking your time on this one's going to be important because, you know, 301 seems to be one of those ones that's the hardest to really get everyone to fully understand.

So not only like those type of examples, but also really explaining that when it comes to when to use them from like carrier notes and wrist management notes. Where is that?

I'll see where Iris. Okay, so updating the diagnosis for CCM or wrist management notes, they can use them even if we have medical. So it is okay that they do that, but and that you know they don't get counted off for it, but just making sure that they use it if we don't have medical, because they will get counted off if they fail to use it and we don't have medical. So, if we have medical the diagnosis, they don't have to update per CCN or risk management notes,

They can just update from medical. So that's then kind of, you know, let's let that to them. They wouldn't be marked off for that. So, but it does they hear this. They'll consider a best practice to continue to monitor and update the claim per these diagnosis and case. They are added to medical later. I have a question here, but when I said if there is a makeup with a clear diagnosis on the claim, it's optional. So they was the interview with any diagnosis found in CCN or.

that was medical notes. Oh, sorry, Rick smash me notes. So the word optional made me think like in the one so they can do it, but you know that if they don't use the diagnosis to add in the injury body part that will cause a critical error. No, it's not if there is a diagnosis on the medical. So yeah, if there is a medical that has the diagnosis on it, that we have to update the claim based on the medical. It is optional that they, that the diagnosis using risk management notes

or CCN, it is optional since we have updated for medical.

But like they won't get counted off, however,

it's still considered best practice that they go ahead and just update per period notes. Like I would say, hey, still go ahead and add the diagnosis and finding, you know, perinosis, mismanagement notes. Because if they later get added to medical and you forget to update for that medical, then, you know. That would be the critical. Yeah. Okay, so for example, we have a new claim and to just enter to the new claim. We have America with a clear diagnosis And we have a North diagnosis in CCN.

Mandatory is the diagnosis for the medical document. That is the most important one. Yeah. Oh, okay. Yeah, so now if we do not have a medical with the diagnosis on it, and we do have a diagnosis in CCN or risk management notes, then they do have to use the diagnosis not in CCN or risk management notes. Okay, now I got it. All right, okay, and let's see here.

Okay, so yes, going over, showing them how to use the diagnosis codes, this, you know, this could, would be a good place to also use a live example for using diagnosis codes. You know, you can have them attempt to, you know, you can have like some codes that aside and ask them to pull it out. you know, using Google or they can use the ICB code link and have them, you know, practice following up the diagnosis codes. Also another thing that you can do is have, and again, a lot of

of times you know as you're just doing your normal coach thing and you see different medical documents you know take little snippets of it so like if you see a diagnosis on a medical you can take a snippet of that put it in the chat and you know pick one that has things that we need to remove like maybe it has, you know, in VA on it or something, or, you know, subsequent encounter things, you know, things that we need to remove and just put that in the chat,

and then, you know, I'm asked them to put the, what the diagnosis should be, you know, can do things like that. I'm gonna have a question. I don't know maybe if you know it or we can figure out later. We always use the ICD-10 code, but at some time I see the ICD-9 code.

The number nine. I don't know if you've seen before. Like what is it? You usually have like an R with it? I mean, is it like about the cold, right? Let me try to

I mean, so we always use ITD 10.

Let me show you here. Let me just create some.

So the normal diagnosis we use is the ICD-10 that is always we use. I mean that is the normal diagnosis we find in the American document. But sometimes I saw some diagnosis with the ICD-9. I mean, I don't know if you've seen before, I saw it some time, but I remember that moment I tell the agent I use always I see the same, but I don't know if you know what in the or do you bring in maybe or? Well, let's see. Oh, maybe we'll have to ask who our friend will be.

Yeah, I was willing that. And basically it says that it's like a kind of hierarchical organization structure. The ICD-9 uses three to five digit numeric. And the ICD-10 just used three to seven character. And basically, the difference is the nature of the injury. So basically, the 10 is more explicit than the 9, because the 9 includes, like, it's not so explicit, basically. That's what I find. And the updated highly detailed medical diagnostic coding system that replaced the older limited ICD-9 system in the United States, I'm not talking about it.

So the ICD-10 is the most updated one. The most recent, yes. Yeah, it sounds like, you know, if that is what they use, it should still be fine. just sound like they updated the system. They upgraded from a 9 to 10, but as long as it still falls under one of our accepted types of diagnoses, then that should be fine. Okay, just thinking to futures, maybe that happened and maybe I got that question. Yeah, that's okay. Do you remember what the diagnosis then? Like was it like a weird diagnosis when you looked it up,

or did it seem like kind of like a normal, like ankle sprain or, you know, something like that? Okay. Or do you remember what kind of injury it was when you looked up the diagnosis? No, I was pushing the door because it's like a truck or somewhere else that's really down. I just closed the door. No, I don't really remember what was the injury. But I noticed that the ACD-9 was like a really sure. And the ACD-10 was like more specific. I do remember that. I remember the specific part of the body.

I don't remember just like that the nag was like a really sure like like like general like uh yeah like something you know about the 10 was really specific. Okay oh so they did have a one with a nine and a 10. I'll say it. They had one that had a nine and then they had one that also had a 10. No I just remember one case. I don't remember one of them. Now just talking about these but I just made me remember about that. Yeah, no worries.

All right. Um, let's see here. Um. Um, all over the neighborhood. and down next to the side, and especially back up next to the side.

All very parts, one identified on the number of calls.

Okay, yeah, I love that we added what is a conservatory injury.

Nice.

All right, so one thing that I would let them know that has come up before that I've seen a couple of times in the chat. We never update the. What is that one? Not what was I'm probably doing. We can update that. Oh my god, come on. It's done. We love our update. Oh, what happened. I'm gonna get this. Okay. So because that has been asked more than once. So let me describe this whole random claim. So yeah, so we're going to show them, you know,

One, again, we always want to make sure we review this, but it is never to be updated. Even if it's unknown, we are not updating it to say NA.

We only want to modify the 301s, which is audit and APT or what was the entry illness and then what was employee doing. If they put unknown here, we don't care. We're not going to touch that part. But again, it is important that we read what happens to get the full story of the claim. I have a question here. I don't think that's it that before, but we never turn to use anorefield to what was the employee doing just before, right? I mean, we always use what was the employee doing

or what happened, depending on the case. So they, the agents, just the agents, right? I mean, I know you use one of their fields to avoid what they've been doing before. Or that can happen. We don't update it to anything except for NA. Like so if what was the employee doing said unknown or I don't know, they don't remember, you know, something like that, then we will update that to say NA, but not. We send the NA. Yeah, but we would not update it to say anything different

than that. Yeah, I mean, I was thinking about that. I mean, we only use their fill, so they're just the object. I mean, we never use, for example, use the object so they won't deploy doing, I mean, no, I never see that before.

Yeah.

Right now,

we would not ever update that to anything, so for instance. Yeah. But the object, you're correct. Yes, we can use that. I mean, we can update that to something other than an NA. We can take to what was employee doing if it that an update the object and then with code commission we can update the object with the what happens. Okay. And then let's see here. Okay, so then, and then also, you know, remind them that if it says blind app, you know, that's fine, then we tend to get a lot of questions, maybe not a lot, but I've seen, you know, more than a couple times where they've asked, if it says blind, I need to change it to NA.

Yeah, well, I'm not saying, and then we'll see here. Let's just we'll go over when we do change it to NA, then we want to make sure to send that email out to help and safety. And it wouldn't even hurt to also give him a quick little example of similar verbiage, you know, who says similar verbiage here. Yeah, like, for example, there is no object causing the injury for it. That is a, that's a verbiage for us saying that it's numb. Uh-huh. Yeah. And then we need to focus on that.

I mean, efficacy and that part because they, maybe that you see that it's a test there and just leave it like that. They didn't care to read. that is similar to every saying that is not odd yet. Yeah, yeah.

That's exactly, let's see. And then also, if management does reply, giving us the information, then update it.

I don't see a whole lot of management replies, but. No, I just see like a few, a few times in the email. I'll also share it with that's it. Yeah. Yeah. That I just noticed with the trio ones is that usually when well they they usually don't answer us or they don't provide a response but sometimes when I enter to the timeline I can see that there are some applications on some claims and they change it by their own. Yeah. Yeah. sometimes they do. Yeah, that's another one to point out also because they not only that, though, but sometimes they will go and change our injury nature body part.

before it gets? Yeah so we do that one of the irises that we review does tell them that they do need to check the timeline but that could be something to add in during this review also that making sure that this information is correct and sometimes management may change it back especially when they think they're like, oh, no, this isn't. This is the right. This was a personal injury or, you know,

keep it keeping leather. Yeah. So, um, but yeah, there's that it shouldn't be touching those things that sometimes they do. Um, and then let's see. Oh, let's see. Okay. So, and then it gives an example here.

Okay, so this one is like an example of when the object is saying none, and then but we do have this information over here, so we would just update that. Make sure to tell them do not pick, I mean, Iris will tell them, but just emphasize, do not try to pick and choose the words from here copy and paste the whole thing. And do not make any modifications to it. Let's see. Getting missing medical provider information. Hey. Do we still sign this? I'm missing medical provider information.

You know, I'm talking about in the in the widget.

The, um, sorry, what was your question? Do we still sign this here? The, uh, no, yet, but, but we have, we have that, uh, and that's on, on the dashboards and they can see it on their own dashboards. But at this time, we are focusing on the OSHA 500. So, so we, we are not working at this time on that until we clean. the other ones. So once we clean that we will return to work those three widgets that is missing medical information and I don't remember the other ones but yeah they're three. Okay,

so I don't even think last training class we covered this because yeah because we're not working on it yeah that is employee services unknown, new, there is medical treatment so as no and the other one is missing medical provider information, those three widgets. Yes, we stop it. All right. So then so Jonathan, that's another thing like if if it is something where like that it can be easily learned and iris, but that's not something that we've done in like months, then I would I do skip

over that because they're already going to be already filling them with so much information. So I don't want to do the same with COVID claims. I don't go over the whole COVID process because we don't really get COVID claims like once in a blue moon, we might. But if we do, then they can consult a coach. And, you know, or review iris for that. because at that point, they should, you know, be able to follow the steps just fine. But I don't want to shove a lot of processes in there

that we haven't done in months or, you know, things like that because it's already a lot. So, but this one's pretty simple that if, you know, if it's something that we're about to do, like once it comes to training time or we are currently working on, then I would go ahead and review these steps with them.

But it's not, then, no. Not going to do that.

Because they're going to forget by the time they get to it anyway.

So, health and safety escalations. So this is just going to be for them to know how to to do yeah to well it says for third requests but I think we just kind of copy and paste it this into a lot of the iris articles but this one is specifically just telling them how to find the health and safety person and those these are these steps because they have if they need to send the email to health and safety because of the 301s then these will be

the steps on how they can do that. So, um, and then, um, again, it can be, you know, um, a hands-on type of thing, uh, where you can, um, either just kind of show them the steps, like, go through the iris, but then show them how, you know, what it looks like to go through the claim, um, and or have, um, have one of them go through it. Yes, and, and journey, something, something that usually we do, When once we end this part on training is that we get practice on this so we we found like claims and we say like, hey, what is the manager supervisor for the, I don't know if the region 10510 is an example and they tell us what is and based on what they found that we can do it like three or four times.

and yeah, that's a good practice that they can have in order to know how to access it and how to find these specific employees or supervisor. Yeah. Right. Yeah, and it's just good to do these things because not only does it allow them to practice, but it kind of breaks up you talking at them, you know, so, you know, because you're, I'm telling you, make sure to have some water because they can talk so much.

But yeah, it just kind of really breaks that anile and allows them to get engaged into things. So, you know, they're not just like sitting there and listening, but they finally have that moment of, oh, okay, you know, I'm gonna do something. So it breaks up that I guess kind of the boring part of training for them. Yeah, because we don't get to do like a whole lot of hands on until they start working claims. So the more that they can, you know, try things out up until then the better.

Yeah. All right. What's next on our list. This is what we're going to be learning, processing new planes.

Accessing new planes to 3647.

Okay, oh, and this is the, we're working on this iris shoe. So it's going to look a little different. Just because they, they will then you provide. You're going to have to take out one part of these ideas. Yes, this. Yeah, that part. Yeah. Take that out. And. There are five examples of a much better thing.

So, it's not that much, but it's not that much. with the space by family.

One, two, three.

I was going to try to just pull up the one that I sent it.

That's not the thing.

Okay, well, that's spinning. Okay, I'm just going to come over here. So processing new plans. I'm sure I didn't know. Okay, yeah. So on this one, we're going to go through the Iris article. But with doing that, I still like to have a claim for them to see instead of just kind of going through all the steps. So it's like I do go back and forth quite a bit. So and also I don't review this part just yet. Because they won't completely. Yes. So because this is the part that's

telling them to avoid creating unnecessary or excessive tasks. So I don't really want to

do that and like review this part until I've gone over every type of task with them. If that makes sense. So because I don't want to say example for RDS and then what's an RDS and then I, but they will lead you to the RID. So what are the last time in the case, you know, so I don't go over this part just because most of this they're not going to understand what it is. So yes, so I don't I will skip this part because this part is also new newer to this iris. So so I skip right now here to first review of a new claim.

And as you get familiar with like the Iris articles, you'll start to, you know, you'll be able to kind of skim through. And another thing this is part of like the like before class stars, just kind of the or even the day before kind of review what you're going to, you know, go over and then you can quickly see like, oh, you know what? When I get to this Iris, I'm not going to review this part. I'm going to go ahead and skip down to review how to review a new claim.

And then go. Okay. Um.

Okay. Did you close everything? Taken forever to pull up. What did you say, Jonathan? No, I was thinking that you close everything. Oh, no, I was trying to open up the. The word doc that I for the processing new claims and have the modifications on it, but it is just taking a long time. So, um, but that's okay. I'll just keep on going. So, um, first thing, you know, you can tell them to select a new claim. And again, this is where I always will have a new claim.

To show them as I'm going through these steps. Okay. Okay, and then so as you're kind of going through the the steps, so open the new claim, that was assigned to you by a coach, and then why you're taking a point and I use you would show, you know, a real moment with a new claim. Yeah, so each step I'm going to then show them. So I'm reading through each step and then I'm showing them. Okay, you know, that's perfect. I'm on those steps. Yeah. So look for other active claims for the employee. So want to show them how to do that.

And then if you want, you can either have, like if you don't want to go back and forth on your screen, you can either add. You can either ask someone from the class to read the different steps, or you can always ask your co-trainer to redo the steps for you, and then you just do the actions on the claim, completely up to you. I usually just do both, go to Iris, then pull over my claim, and then show them the steps. Okay, so let's see here.

So, you know, go through each step. And then they have the the visual here. As well for the recent claims. And so basically, I mean, I don't. think I need to go through all of these, but one important thing is making sure, and I know this is like

they tend to get away from trying to go and use iris, but

we need to make sure they stick with it because they will try to just, you know, work from memory a lot. But, you know, and I get it like they feel like, you know, they've got it whatever, but it's important that they do still look at Iris and make sure to use these hyperlinks because that's not a lot of times they won't use these hyperlinks. So like when it says review the OSHA 3 ones, I know they don't remember everything about the real ones so they should be clicking this hyperlink to take them there to remind them and to check, you know, for those things.

things. So and then tells them to review what happened. So because that is not part of the 301, so they need to then review that. And then, you know, if it's a blind app, then they should use

blind app, same with hearing claims, reminds them that the body diagram is for external management use only and we should never, ever use that. And we definitely don't want to make any updates on it.

Oh, one other thing that when it comes to new claims, I believe this says to go into edit first.

Where is it? Yeah, so edit claim. I don't know how usually where it claims I typically don't click on edit claim before I start reviewing a new claim. I think it used to be where we could see more information when we were in the edit claim view. But like for example, I think risk management knows only open when we used to have the have an edit. and edit but now we don't have to have an edit view in order to see risk management notes.

So I my preferences, I don't like reviewing the claimant while it's in edit screen. Also

I agree with you. I mean, the only difference between the edit mode is that you can see the And the body, the body, the, the, the, the hormones, you know, the, how do you die? Yeah, the, yeah, the VW. So, exactly. Yeah, so why you the bone? So yeah, I go and review the clay normal. I know they usually and it, and it claims to, I mean, to the injury body part, and stuff like that. Mm-hmm. And now because Iris says that, and most of the time they are,

especially you know, at first they are kind of going, word for word and they do select edit which is fine but we might just have to like remind them like hey you don't have to

And that's what I'm going to do.

Hello

I'm going to open it again.

Hello

Can you give me now, it was me. Now I can, you know, I think it says, kept saying something went wrong. We'll bring you back to the meeting shortly. Oh. What's going on? Is my each and there's something like that? What's happening? Okay. So not, I forgot where I was. Um, oh, I was gonna say also, you know, like when you're in edit, no one else can, um, go into edit and you don't want to really like lock it out for that long. So, um, like if someone else was needing to make an update on the claim, then you're blocking it as you're just like kind of reviewing it, which, you know, um, so I would only select edit claim.

Let them know only so that really select edit claim once you're ready to make an update on it. Like if you're actually going to make an edit on it, otherwise just review it like normal.

Okay.

So, okay, so then.

So first date of service. So that one, I will have to explain to them, you know, about if there is medical. So, and then ensuring in that first date of service per medical, if we have medical. So all they have to do is follow the steps here. Review the claim for medical document. Is there documentation with an identical. identifyable data service. If the answer is yes, then they're going to put that data service here. And if there are multiple documents used, whatever is the earliest data service.

And if the answer is no, then don't update that field at all. And then if medical

is received later, then they can update it at that time. All right. And then also. I was thinking we only use the fridge medical with the word to the service, but I think that just apply with the working calendar. I was thinking that that was applied here too, because we use the fridge medical with what to the service. We worked with the service. I was thinking that we apply here too, but based on that, we only see, we only apply that We're going to be coming there.

So your hand. Well, yeah, so this one is whatever is the earliest data service that we have in the files. So when we're working to claim we have a medical. Then we're going to put the data service in here, even if it's not the initial just just whatever. Like there's more than one medical, then we're going to put whatever is the earliest data service and here. And then now if we later get, by say if the first document we get is the follow up visit, we're still going to put that data service.

And this filled on the claim. But if we later get the initial data service, then at that time, then we will update that, yeah, with that data service. So, um, and then make sure that they know we do not update it based on dates found in the carrier notes or risk management notes or anywhere else on the claim. It has to be the actual medical document and the files. We can't even use it based on a phone call to the healthcare provider.

We have to have the medical and the files. Okay. So then scrolling to the OSHA regulatory. Okay. So OSHA privacy they should be opening that up because I will tell you they will try to memorize what the OSHA privacy are. Most of the time they do get it right. with, you know, ask them, you know, is this a privacy? You know, I just have a few options that we use to get into. So yeah, maybe they get it right, but it's not about options to take a look to the background. Yeah, they should be checking Iris.

When the claim is coded, OSHA 5, we don't get too many of those, but if we do, If we do then instruct them to make sure that medical treatment is thought at yes. If we need to change it to yes, we need to go ahead and do that and make sure to update health care provider. To unknown if there is no HCP information already. Okay, and then, and then that is it, we'd never make any type of escalations on it. Yeah, I would make sure to let them know, do not send any

escalations, do not call any healthcare providers. You know, when it comes to a claim that is at an ocean of five. All right, so now I'm reviewing medical treatment. Okay, so review an update, treat an ER and hospitalize overnight. So it has reference, our Iris 18155 there, which I think is the next thing on the itinerary. If I'm not mistaken, yes, it is. Okay. All right. So, um, and then you can just let them know instead of, you know, going to that iris at that point, just let them know, and like, and we will be reviewing this iris next.

And then, oh, yeah, I saw it in the, in the war that is in this one. Yeah. And then, you know, and then now if treatment thought is marked no and there is no indication that treatment has been sought and no indication that TV face yes within the claim. We're going to follow these steps here. And so I have them do it tells them to the IRC of the claim initial review, complete, do full claim review. Okay, I'm unsure that the ER and hospitalizer when I are both marked at no, um, if appropriate.

And that again will be a misirus. I'm sure that our three on one bills are not blank or unknown, etc. Is there anything on the claim that confirms TBFAS? Yes. If so, mark treatment thought. Yes. ArcTVFAS, and send an RHPD, and then breaking calendar if indicated, create a task, aim, and then template that we will use is our new thing of OSHA 0 node treatment. So then it breaks down for OSHA 0 claims with a breaking calendar, and then OSHA 0 claims treatment But unknown. So depending on which one you need, it will be which one you follow here. Now, let me see, when we get to.

Okay, so. Thank you so much to play.

All right, okay, so we have our OSHA zero no treat so you can you can go through the steps. I just let them know. And then you can let them know we will do a breaking. One second. I'm sorry. He's so loud. But only a second.

That's a play.

Okay. So sorry about that. All right. Okay. So then, okay. So, and again, because sometimes when we add things to Iris, it kind of goes off into things that we haven't learned about with training. So that's why I was saying, you know, sometimes things may pop into the IRS that we're reading that we have not went over yet. So when that happens, just reassure them like we are gonna go over what exactly what a breaking calendar is and our HPDs a little bit later. And you can just kind of give them a general idea of what those are.

Because we don't want to get to stuck on the maximum questions about it when we haven't reviewed it yet.

Okay, so then see here.

Okay, so then it tells, you know, explain to them when the ocean. Sorry, Regina to interrupt you. I will stop now. I will return to the meeting later on once I finish the other meeting. So yeah, do you want to please just take notes of all the information we need to update for the training process. The file is already on the shared drive, so you can just take notes. Thank you, Ruchana. Talk to you later, team. Thank you. Bye bye. Oh, and then Johnny, then also if you want, so I know I haven't taken a break or anything. Do you want to take one at two?

Yeah, yeah. Okay. All right. Okay, so let's see here. Let's see. All right, so then at the end of that just tells them to note their claim review and move on to the next claim. Okay, so that's when we have these treatment thought. I'm sorry, treatment thought is marked no, no indication of treatment and we do the OSHA zero no treatment type. Okay, so that's kind of squished in the middle here of everything else. So then it goes down to school to medical information. So this is kind of just that.

And I have to explain that. So this is part of number four, like this part here, because number four has us look at the ocean regulatory information, but then like kind of separately this process is an addition to number four. that and then it goes completes on to number five. So if it runs into this step here, then everything, you know, you're done. And then if not, then it continues on to scrolling to medical information. Take note of a medical provider's name contact information. If information is present, update the OSHA regulatory card information to reflect that medical treatment is thought.

Sproul to employee service update. And enter today's dates and initial review date filled or use the calendar icon. Um, it does tell them to review the changes like for change requests usually, um, like a new wave is not going to have any. So, um, so typically they won't have any, but a more seasoned rep may so as, you know, as they start to get change requests, they may be working on a new claim that does have a change request on it. However, when we do the change request, I, the change requests are sent separately, but, you know, they work those separately. So, but there may be a change request that was just submitted that day, and I, I do let them know like if you're in a claim.

And it happens to have a change request that was submitted today. Then go ahead and work it. But not from like your change request list. So if they're in a claim for any other reason and it happens to have a change request on it. I need to go ahead and work it. So, they should be checking for the change request section to see if there's any change requests. If there are, then here's the link to processing change request. They need to review the claim absence. If TAW less time has been started, they need to document that, make sure to move the estimated

date out to one year. They, I do tell them to still go ahead and check the transactions typically, you know, new claims are going to have that, but just for best practice. Yeah, new claim, then it'll happen, but is there no brother that they always check?

Yeah, it's good practice, just so they're always kind of, you know, doing that automatically, because if they stop doing it because it's new claim, they may forget to do it on a follow-up claim, so. Yeah. Yeah. And then open task. Not going to have open task on a new claim. You know, but I tell them to check the the task anyways, there might be like an attached off task or something, so. they should check for any task and then same with notes going over notes. There are these hyperlinks

but we're not going to review them yet so I just let them know. We will get that review this address in a later lesson. Then emails, checking that the emails make sure there's no additional information, such as any medical treatment for anything about restrictions or lost time.

Then we can update the claim-based on any information we find in the email. And then, you know, files, so the documents could contain a variety of information. So just we want to go over check in the files. So that would bring them to using these iris articles. If there are anything in the files. I remember the, let me see. We saw the Ayris of OSHA 1012 and we briefly see the 3.4 and we continue with the 5. Because you said that the 3.4, we're going to see it later.

Yeah, mm-hmm. Yes. So we're not going to actually look at these right now, But these are here for later, like when they're... Oh, okay, okay, you're just mentioned that you can, okay. Yeah, so like all of these, like because they're going to see them as you're reviewing it, just let them know that we will be reviewing these later.

But yeah, but, you know, they're here when they're actually working claims and, you know, need to actually use the irises at that time.

Okay, you got it. All right. And then this part, we've gotten rid of. See then. Okay. Let me see how I. This here is. Okay, it isn't landscape. Sorry. The one that I. And. just has some additional information and then once we got to hear them. So, okay, so we are going to just have them.

We're going to remove this and then they would just use the iris one eight one five five.

Okay, so not change anything after that. No. Okay. So this won't be here. Yeah. And process additional information. So this is review the information gathered to determine if any other actions required on the claim, look for a breaking calendar. And if I identify, take appropriate actions, when medical is present, is there a gap between the date of injury and the visit date? An absence record is served. as they're dealt between the date of injury and TWA lost time start date.

Are there any indicators of the following? TWA lost time conflicting start dates.

Does the conflicting date of injury exist? So again, these are all gonna be things that

they will learn a little bit later as well. So I break encounter indicators and conflicting dates. Okay, and then when we get back from break, we'll go over the next, this HCP information, and then we'll start looking at the new claims quiz. All right, all righty, then, okay, all right, well, then I will see you in my 2015 Okay. Okay. Okay. Okay. Yeah. You're awesome. Okay, yeah, you're awesome.

And back and back. All right. I get kind of doing the dishes. You were doing dishes too. Yeah. Oh my gosh, I was too. I was loading up my dishwasher. Oh, man. The watershed is me so. Awesome. All right. Oh yeah, that's another thing. Sometimes I forget right away to tell the class. the class when they get back, put the hands on the air, raise their hands, so that way I know when they're back.

Oh, all right. Was it okay? So we're going to do iris 18155.

Like we're pretty familiar 18155. Let me share my screen again.

So this one, um, sometimes until we can actually apply it. Um, sometimes it's hard for them. This is like a low information without seeing any claim. So I go through it. And then, you know, of course, we will apply it later. because really, you know, it's not something that they'll fully understand right now and that's okay. So. Maybe we can try for example, okay, maybe go through the new plane, say widget, maybe try to find one that applies here on the children, children to them. Yeah, yeah.

You definitely can. Like if you can find. Um, maybe I don't know, just find one, I don't know if you'd be able to find one that fits, you know, each one, but, you know, a couple example claims to, like maybe some medical treatment that's yes, some that's no. I'm even like a few that's unknown. I mean, for the first two, maybe we just just kind of like open a new claim, just edit the right button without save any change, you just show it to the NIA.

Hey, look, for example, this part, like three minutes or no, whatever, what we are going to do, something like that. Found the NIA in the social 3, 4 and I just moved training to know about without saving any changes. I'm just showing today. I mean, what should I do in this situation? Yes. That's a good idea and to show them where this is at on the claim. Where do they go to look for medical treatment? Where do they go to the New York hospitalized? HCP info. Just to show them where that's at on the claim.

would be helpful. All right, and then now let me ask you as far as this iris do you have any questions on it? No, no, no, buddy. All right, all right. Okay, okay, okay.

Okay, so then we come to working new claims, quiz, let's see.

And we have the quiz for this one. Yeah. So 14 points. We must add it more. Maybe there were 14 questions at first. Oh, I know the name doesn't have. I don't think. I don't know. Okay. Okay. So I know if it can. Yeah, I think maybe we added some additional questions. And that's why it doesn't. That's why it's only says 14. But so this is what we have for our quiz. When selecting a new claim, if another act of claim has an open absence. What should you do?

And then. Consult coach. Another claim for the same employee has an open task. What is the correct action? Consult a coach. What should you do with the injury body part diagram during the claim review process? And that's why they have to select all that apply. Ignore it. Do not update it for its for external management use only. And then when the claim is coded as OSHA 5, which is a following must be updated.

Maybe the HCP.

I think this one this one could throw them off a little bit because they do have to update medical treatment sought, but this is not would not be the correct answer. So that might throw them off a little bit which is fine because it shouldn't this should not be the right answer. Um, so I think that one's kind of a little bit of a trick question. If the shift start date does not match the date of injury and an absence record is present, what must you do?

So it's a poach. And you should start an absence immediately if the claim has no previous TWA lost time. False. I don't think I like that question. Okay. PWM last time record should be extended 365 days. If that's made end date has expired or will soon. True. You should only update. Claim builds that employees services has been authorized to update true. Attorney file and listen in the description as an indicator of that. The mind application process should be followed. true. Employee name and employee information should be open in the same tab to say prime.

employee name. Information. So like where the employee's name is in blue, I think

do some updates to a lot of these questions. Yeah, because they are the most beneficial. So when reviewing a claim for mental illness. The blank radio button that's the updated based on the injury and the OSHA regulatory information section. So they would fill in the answer here so they can type OSHA privacy or privacy. Either one will be acceptable. Yeah, I was going to say that. Oh, they're going to type. Okay, okay. They're going to write down that part. Okay, okay. So yeah, so when we set them to where they can enter an answer, like type out an answer, we try to put different variations of how they might answer it.

So that way won't count them off. If no other claims with open absence or tasks are found for them, ploy your next step would be to blank blank blank the claim. I don't review and edit the claim for normal review. Why would they say that? If not a claim, we don't have to find a claim, and then they will be to review an eddy, or maybe what they claim as normal, working for five hours. This really wouldn't fit within this sentence, but if they put something like that, that's fine.

But this is like basically copy and paste it right from Iris. So if they're checking Iris, they should see that the answer is review and edit the plane.

Okay.

If medical, excuse me, if medical provider information is found, you must update the medical information section of the plane to reflect that blank is being sought medical treatment I would accept treatment as well and the build initial review date should be updated with today's date and treatment sought is marked no and there's no indication of TBS the following steps should be completed. I see the claims that the OSHA 0, no treatment sought pass. Okay. And that is it on those questions. I wonder if there's 15 questions, why is only 14 points.

I know for sure this one's probably was added later after we did the update. after the OSHA zero-no treatment sought was added to the process. So probably originally there were only 14 points, so it was C. Well as you can see every questions say one point, one point maybe one of them doesn't study any of them.

The egg one doesn't have an appointment. Yeah, it does not.

Everybody's not big, I mean there is not like a big deal that will I don't have time to make a score here, I just need to get the ray on.

No, it was it's because of the added so the name won't have any points so originally there were only 15 questions so technically 14 because number one doesn't count as a point but when we added the new process of the OSHA zero no treatment This question was added later. So now there's 15 points available. So that's that's why it's just that this part didn't get updated.

I don't know why is it not well maybe I don't know oh well I guess it does automatically um Adam you can you can point because you have on the left no no no on the left There we go. No, doesn't it? Okay, yeah, yeah, yeah. All right. Okay. Now. Thank you. All right. Perfect. Yes, and I still want to go back and change some of those questions, because yeah, all that's on there. Okay. And then our next thing is our PowerPoint.

For me this is like a difficult topic. I mean, there's not that difficult, but can be confusing. It has like a lot of rules. Yeah, there's five rules for the breaking calendar. Let me. This one has some animations and interactive questions and a quiz in here, so I'm just going to

That's just how it goes. Let's see here. Hold on one second.

I'm chatting to you. That looks like I did create the other one, but it took you off somehow. Okay.

Okay. Whatever. I got it. What's that Brandon?

Welcome to training.

Yeah, it can. So that part I would be really careful so they don't get too confused on that because like that we're saying code per medical, but then when we get to like the absence record? The absence record guidelines just make sure because it will go over that to not put them on TAW film last time. So just kind of we can go up but we can't go down about supporting medical information from management unless we're putting them regular duty. So yeah, there's a lot of do this unless bad or do this, but not that. So um all right. So

then as tolerated, this is always a fun one. Um so over these, tell them that they always need to make sure that they're coming back to this virus because that we do get a lot of best tolerated type of work statuses and they need to make sure they're using this resource to make sure that they are not starting TWA or continuing TWA based on and as tolerated type of.

I think that they all we need to check this part because I mean, Lossin is pretty easy, is Lossin or not? That's it. But in about TWA will be kind of like difficult because we need to confirm the resolution really apply or not can be taken as returned to regular duty as to layer or now. Yeah.

And this one, I would make sure to go over to because if they are in one of these boots. Then most likely they're we're going to be putting them on to you or keeping them on to you. So that's. That's a different type of. And it has to be like a foot type thing. not an old brace, but it has to be some type of surgical shoe or that it has open toes. They'll probably have to Google it. So I would use a Google image to show them what a surgical boot looks like,

so that way they can see because really it's about their foot being exposed and they can't walk around a production floor or something. You know, they have to have on secured approved shoes that are closed to and these types of things are not closed to. I always have a question about those boats because, for example, I mean, I go ahead of the decided because there is a last party that I said that there is some some jobs that will require like, like, for the where requirements.

So that will be considered a restriction. we know both is not like restriction, both could be TV, face anything like that, but we can use that restriction. So the example of IRIS is shorter, loader, and loader, package driver, but I wonder if there is more or not just, or just those.

Here's sorry, you're saying that has one of these. Yeah, for example, we have yeah, like the cam, walker and surgical bus, something like that. So there isn't some job that we don't require your footwear. Right. So so I just give you an example, sort their load their unload their unpacking scar driver. But I wonder if we have more of them. I mean we have more job that would work out your footwear or just just only only those sort the load they don't load their unpacking It's car driver who could be more.

It could be, I mean, those are the main ones like I would even say like, those like car washers, anyone who is not in an office setting like us. So, I know warehouse workers, I don't think they typically, I'm not 100% sure on them, I would say code code and then let management push back but we don't get too many people like office type jobs but every night at the end I think I think one coach is one coach or one I'll tell me to always go with more severe I mean if we can't

confirmed on we anything. I mean, just go ahead and set the W on way forward. I'm trying to push it back. Yeah, yeah, exactly. You let them be the ones to tell us, you know, that they don't need the TW and why. Definitely. Let's see here. Let me repeat it in movement. Yeah, It's hard when the providers just give a very big thing like limit repetitive movement. Well, how much are they supposed to limit it? You know, things like that. I wear that's fine.

If they're unsure, of course, give it the coach. And then it tells them here, I think this part's a a little bit newer. I have definitely only see that part if you're unsure. I think they only see that part. Yeah, a lot of times they do. It seems that way. Sometimes I look at them like right here. The answer is right here. You just keep all the centers, all the points and and just go to the councilor's like coach. Yeah, yep, they definitely do.

Okay, so this here, so in the absence record of the restriction remaining on the medical is one of these restrictions. The only exception is if management dictates that the absence record will be ongoing until they are released from this restriction. So yeah, if management wants to

keep the employee on modified duty or TW based on one of the restrictions that appear they can and then we would just keep that TW going until it is lifted.

Oh, wait, I have a question there. So, for example, we know that we don't start a sequence based on those restrictions but we know that management can do it and we will take as much made it. Now, the last appointment, I mean, as to continue the sequence, I know, ended, but we'll do now. I mean, we go with just on a front-end or a medical or to management decide when returns to regular duty because we are going to take it as management at the TWA. Yeah, so the way that we would want to handle that, so I say if it was keep wound clean, dry, covered, and management's like, well, we, you know, we have to put them on TW because their job doesn't allow them to keep their wound dry or whatever.

So, um, we would keep it going, so unless they specifically say, you know, that, that the, I'm trying to even think of what would be a good reason.

We would have to go ahead and keep them on that TAW, if they're stating that

The employee can't work while wearing a splint or they can't work while it happened to keep their

Dry, so they had to put them on TAW then yeah, we would go ahead and keep them on TAW Until that restriction is lifted and if they do ask us to bring back I would push back and ask them, you know, please explain how they are are now able to do their job with the same restriction. I'd make them to explain a lot more than just asking us and it because yes, it is management directed in a sense. But kind of but not really because these are technically restrictions.

We just don't look at them as something we would start TW on. But if management does, then hey, it's a restriction.

That makes sense. No, it is. Okay. All right. Good old TWA refusals love those. Want to I would even do some. Like a little question exercises on that. Because TWA refusals can be. a little confusing at first especially um you know you because you always want to think oh they're not working then they must be lost time yeah that would be the normal assumption yeah so but once they're offered that TAW so we always want to tell them after you're offered the TAW or the employees

offer the TW, they cannot then put themselves on last time. So they can during a break in calendar. So that's the thing that kind of gets lost or confused. Like during a break in calendar, an employee can dictate all they want. If they decide not to go into work because of the injury, we will give them lost time because they have not sought treatment yet. But after, after season or management offers them to, you know, TW, then they can't get lost time by refusing to not work the TW. We would have to still code TW. So, um, this is kind

of how I explain that. Um, hourly restrictions. So just letting them know like, hey, not only are there physical restrictions, but there are hourly restrictions as well. So if the employee normally works eight hours and the doctor says they can only work five, that's going to be TAW because they can't work their full shift, they can't work the hours that they're expected to work. So that's also considered TAW, um, the, oh, yes, definitely one that's, um, good to go over, um, thoroughly is the EJF versus restricted duty order section. When management gives, um, pushbacks,

saying, oh, they didn't need any T-A-W, you know, they continued working regular duty. So I think, especially when they're new, they feel like management's given me direction, I must do what management says. That's not true. So I tell them like just because management says something or ask because something doesn't mean we have to do it, especially when we get to the change request,

like, okay, they're asking us to do some, we still have to follow our rules. So, just because they say the employee that need TWA and work regularly doesn't mean we're going to say, okay, no problem, no, if what we have for their EJF

shows that the restrictions given and impacts their job, we're going to push back.

and some of the requests for EJF when no TAW.

And then white crew members, we don't get too too many of those, but quite a bit as you know, we see in our escalations. But there is no such thing as TAW for them. They get restrictions, as they go straight to the last time.

I would their wife. It's just because they don't, like, especially with a captain, there's nothing else for them to do but fly the plane. Oh, okay, okay. Yeah. So they don't even, they're not like, come in and do some paperwork. They're just like, no, you can't fly the plane then, you know. You can do anything else. Yep, they want to break it out of here. I'm back when you're 100%. All right, so we're going through TW and then we're going to move on to lost time.

Yeah.

Oh, shuffle the last time, both of those wonderful keywords and phrases. One on here that. Okay, Jonathan, just to make sure you're familiar with code 17, right? Yeah, compensation. Okay, all right. So I want to make sure. and I use the bail roll. It's a confusing sentence and the bail roll call. But yeah, mostly I got it. Okay, feel them. All right. So then, um, go through all these keywords. I would just let them know what a code 17 is. And, you know, some of these just so they.

And they're saying, do you just say code 17? The first thing they're probably going to say, like, what was that? So is that a code? I should be saying. So, you know, just give them a brief explanation that it's a payroll code that usually we would see like management using. So they say that, and that's what that means. It means they were lost time. overnight hospitalization. Um, yeah, so this one, um, what's really important about the overnight is, um, it's, uh, making sure to emphasize to them about it, having to be within 24 hours of the injury.

Um, if it happens two months down the road, we do not updated on our claim. So I would just make sure that, you know, like this one has to be within 24 hours of injury. And this here, if it's solely for observation or diagnostic testing, and I would give examples on what an observation or diagnostic testing would be. so that they know us like observation a lot times with like head injuries. For example,

they keep them there to observe, make sure that they don't

nothing happens, you know, so they might keep them overnight to observe them. So if that's the case, we would not update it to hospitalize overnight. So they're not like actively getting treatment, they're just watching them to make sure that they don't get worse. And then, same for diagnostic testing, we wouldn't consider that overnight and last time.

Here.

Okay, so here's our last time to TAW, that we kind of talked about on the last one. So making sure that they understand that its employee is already lost time, do not put them back to TAW based on the medical. And I will tell you one thing also that having examples is good is explaining that when they are on lost time and management does bring them back to TAW. It does not have to be on the data service of that medical. So. Yeah, I mean, I always say that, I mean, I mean, it depends. It's not always the same date, but I will, I will not use a medical from June 10 to 30 to today, for example, I mean, it's in the same month, month, I mean, I will use it.

use it. It's not the same day of the service, but for example, like three, four months ago, I will not use it. I have this feeling. I think I say that more than once. I don't know, but I want your opinion now. We are talking about this transition. Sure. So it all falls back on if we have have the most current medical. OK, so I was right because, for example, in that claim, I help, I don't remember when that was last week. They have a medical from June.

And it's about me last night, 24. A management want to start CW like night, 24, but there is no medical or nothing. So I say, I say, OK, the night of the chain request is playing that we need the medical from night, 24 to make the transition from Los Angeles to TW because I'm not using the document from June if we know that it probably has that point in this week.

Yes, so if they, so if the day that they were trying to return them on T.A.W. So I get the medical on June said that they can have restrictions, but the next follow-up was not until today.

Then, and they wanted to return them today, then yeah we would have to have that medical. But if they wanted to return them any day in between that June day and before today they can as long as there's no indication that there was any other appointments anywhere between that time. Usually we don't see a big long gap like that but

but yeah so that's the thing. We just have to have the most recent medical that supports the the date that they're wanting them to return. So, for example, if they treat on May 22nd

and they are given restrictions currently the last time, their follow-up appointment is not until June 30th. If management wanted to bring them back to WN June 27th, they can because the employee's most recent medical support them working TAW for that time and that's assuming we're not missing any, there's no, there were no other visits in between. Okay, now that is really good. I mean to keep it in mind. So the last, the recent medical document. Yeah, if we, if we, if we have a difference of, of a year, it's still considered more

recent America. For example, make up from 2025, employee didn't seek any more treatment. We don't have anything on note or anything. Management decided to send us a request to started a new this year so it's it. I would give that claim a good look over and I would be talking about it. Yeah, I mean, we don't. We have a period of the point, sick treatment. Technically, we could, if we, you know, look and confirm that there was no other visit, you know, things like that. But yeah, I would give it a really thorough review first.

Just before the, okay. Yeah, because that's that's a long time. And there's usually something that's happened in between then. Especially if it's like restrictions. Now, I know sometimes they will keep them on an extended, you know, a tie lost time. And then use the restrictions, bring them back to UW. So they'll say they might, if they know them, boys injured pretty bad. A lot of times what they'll do is they'll keep them going on lost time all the way until they, even if it's for like six months.

And if they see, okay, they've been going through like rehab, they're almost ready to come back to work. we just got to work them in slowly. So now we're going to use their TAW days. Can remember, they only get like 30. So now they're going to use their TAW days at the end of the treatment to bring them back slowly, and then bring them back to regular duty after that. So sometimes you'll see that. But yeah, so that that transition can be a little bit tricky, especially when because we always,

because we're going to go over with them, starting TWA on the data service, but just having to make sure to also explain to them that the transition back from last time to TWA is a a little bit different. We're not sticking to that, you know, the T.A.W. starting to happen to be on the day of the service. There's different rules for that.

Well, um, okay, okay, okay, I am back. I just get disconnected for a one moment. Oh, you did? Oh, okay. What's the last? I think I didn't hear the last part. Well, I was just saying, nothing that I didn't already say just was saying that just kind of make sure to go over the difference with them between starting to based on medical. Like we normally would and how the rules are different from that versus transitioning them from lost time to TAW. I think we did create a few scenarios for the, just for practice.

Yes. Yeah, I'll let them see what that looks like so they can have a visual of it. So for sure. Last time sequence reminders. Okay, so that's just reminds them always extend out 365 days as far as estimated and date. Always make sure to create a task and make the next last time change. So that's going to be important. to go over with them as that last time updates has and also not making the two updates on the same day, which is, you know, is this information here, and making the updates on two separate days, if they need to start in the absence record.

All at once. Let's see and then it gives them an example there and remind them there should always be an open due date to follow up with on a claim where there's an open absence sequence whether that's lost time or TAW, but should always have some kind of due date. I guess what we should say unless the claim is over the five years. Okay so ending last time over 180 days this process here has not been taught for quite some time because I think that's That's why I, okay, no, I remember that I talked to you about the return that we used

the Rick Smash, no, I mean, no, not the Richmond, how we call it, the, oh my God, I forgot. The Richmond has been lost time that we used to end the sequence because it was, and I thought it was on this one, but I thought it was here. I know what you're talking about because we didn't have that. We didn't have the wrist management last time for a while. I have have run away. And... Just grab this random claim here since it has lost time on it.

Or is it. Is it like TPT date or something. Oh, actual return to work TPA. Yeah. Yeah. I was so glad that I didn't spend so long since we've done it. Oh yeah. Oh okay that will. Yes. So this one we haven't actually done for quite some time. Because we didn't have access to that. So, I guess now that we haven't back. back, we can teach on it again. Oh, yes. I don't even think I have this on the itinerary. So because at that time, we didn't have that. Well, I mean, I mean, it's

normal that you know, how it because if we see day all the time, it's working like more new claims, more sort of like that. And these kind of like, this is for like really, really all those claims. Yeah they don't normally have that for the beginning. Yeah and I will need to familiarize myself with this processing in and not everyone knows it so um we got to figure out like do like how we're gonna bring this back because it would have to be reviewed with more than just

any future classes. So we'll hold off on that. Let's see here.

from the restrictions. Yeah. I just did the update for that one. So it's not. I look a little bit different. Let me. Hold on. Let me grab. What's the address? 26661. I'm just going to pull this one up.

because it has the updates from the social at all,

the virus. So, how comfortable are you with the MMI virus?

Well, that I can remember so far is like when the American documents is giving like permanent research And prostitution sorry, I remember that if the employee wasn't TW, we need to send something. I don't remember. Okay. Now I see your screen. So we need to send an email an email about about this because um, it should be on T. All you actually if the employees are in permanent restitution. It's almost like a place should be a lot of time. Yeah, but I'm doing this in an email. Um, and about, we don't, I remember that we always

checked it said that that that one hundred and eighty eighty day shape the day check because like the employee didn't think it more treatment. I mean, we can't find anything on the nose. I mean, we have the lost sign open. That's it. And I am pretty sure about their return to work. Now about the return to work, we will need something called the ATA. And I just remember the accommodation. Yes, but we need to make sure, okay, the ATA does not always show the return to work date that can be in the remarks and the chair request,

we need to make sure the employee did asset the ADA like an employee sign it. Yes, so so what we want is management must provide us with the disability return to work agreement form prior to making the return to work update I did add that on there prior to what prior to making the return to work update. Okay. Okay. Yes. So we have to have that form. They can't just say they're going to send it. It's, you know, it's similar to medical got to have it first before we make that update.

And then and management, but it's with the date that the employee has returned to work. And employees returning to work from last time that have an approved video. Okay. Yeah. So really those are the two things. Management has to tell us when the employee returns and they we have to have that return to work agreement form on file. Let's see here. Yeah. In the way that we can get the information to make these updates. I don't know about nuts from the district. Yeah, I know we can, I mean, it's not like a man that's really to be attached in the

in the same request. I mean, it could be in the in the in the files on the letter.

We took about the return to world date.

Let me check on this one because we used to be able to use note. Not just any notes. Um, more of, um, kind of like the risk management notes, uh, uh, to make immediate updates. But, um, when we got our new charm, or due charm us, then that kind of pretty much changed. So we don't use the notes anymore, but let me, I need to check on that because I think that actually needs to be updated. So I'm going to check on that before. Okay. Ashley and Tammy make the updates to this Iris.

See if how we're going to handle that. Um, okay. Oh, no, no, no, no, no. And on set, it's me to make a little note here.

Okay. Sorry about that. Okay. And then that's really it. But like, yeah, you're spun on with what you're saying. So like, if they're on TWA and they get permanent restrictions, we should be sending out that email. Basically, you know, because they should be on last time they have permanent restrictions, because they can't be on TWA forever. And then, and then last time, then we just set it out for 180 days because honestly ADA can take up to six months. Yeah, before they find something. I mean, hopefully it'll be by them, but I think the max time is six months and sometimes it does take that long.

So if there's nothing else to fall up on, we're going to set it out for 180 days and come back to us then.

Okay, reviewing employees should start time next one. That's not it. What in the world. I'm trying to get nothing but. Oh, I'm missing a number. Let's see. RMI. Is it archives? Is the shift start time archive. Let me see something.

It is okay, but I typed it in wrong. I was like, wait a minute. But it's just our time. Okay. So our next iris that we review the. And we have the keywords here, free shift, mid shift, post shift, and then go through the overview with them reviewing the endusing time stamps. Um, and then, um, this is also where we could, uh, we're, we're not going to review this iris just yet. Um, we will review it after absence record guidelines, but, um, but this is where we want to tell them to always make sure they go to check for how many hours the employee works because, um,

They don't want to just see full-time and say eight hours and part-time and say four hours because if it's found in essential job functions that can throw off our absence record. So make sure to let them know always check the shift start time or not shift start time but the hours worked in the EJF Iris. And then this will just go through with, you know, doing their shift start time and I go through that.

Lots of examples in here, which is nice.

Yes, we can always give them examples in training, but

to have the examples come back to an iris is always a good thing.

Do you have any questions on this iris? I don't remember in this slide, but it's about the chief staff, the time is on. I just remember, for example, like a medical document is 8 a.m. And the appointment was at 8 a.m. that will be considered impressive on the chief. I think I saw that before, but I don't remember where that is considered like a mid-shift something like that or perceive. Yeah, I think that is, and if it's not in hearing, then I think it's an absence record guide lines.

I remember something like that, for example, also the same example but backwards. at, for example, appointment at 8 a.m. Sorry, yeah, say a.m. And the employee at that time, the employee is out of the clock. I mean, it's of, I mean, finished his shift, but I will consider that mid shift because the employee didn't have the time, like, like, clock off or something like that. I mean, I remember he saw something like that. We talked about that but I don't remember which idea it is. So now you're talking about time. It's that I was

So this one I'm showing there's an example of that so like where the shift start time is 9 o'clock and then they seek treatment with a check in time of 9 o'clock and then we explain that it's a pre shift, but I think there is one with more of an explanation. It might be an absence record guidelines, which is the next virus review. So let me see.

There it is. Under General Guidelines definitions pre-shift if an employee seen at the exact same time matching their shifts start. Yeah.

Okay, okay, got it now. Oh, right. So, you know, this, this Iris is always a nice fun one to, to go through. It will take 20 a time and as it should because, you know, absent records are very important. So I am taking your time going through this one and I would definitely have examples to go through. So let's see here. Management directed and explaining the difference between that and medically directed. General guidelines. You know, most of these are pretty important. Pritch, Bishop, Bishop, Bishop, future dated.

This one I will tell you always takes time because. Typically there's always a lot of questions. Yeah, so going through this one thoroughly with them will be important just so they understand, you know how we use the word and clarification and what it means how to count, even if, you know, like pull up a calendar and count the days so they can see, you know how you're counting them. them. So, you know, just to kind of have that visual to go along with it because some of the, you know,

at least one of these they're going to kind of get caught up on. So, okay, and then putting the day the visit. So with this one here, I would make sure to let them know not only for like offer us a shift but return to work the next day and then also add in, you know, if it's more than than the next day, then it's considered lost time.

And oh, and for example, I got a question. I think I need any more practice in the in the matrix. I think I need practice in that part. I think I just understand like the four columns. The four first columns. The rest is going to be difficult. Yeah. So the matrix. I can tell you I. I have no idea. That was created when I came into Andrea and Otto. I honestly never even use it, but I like, I know how to use it, but I don't use it.

That makes sense. To be honest, when I was ACM, I never used it. Yeah. Yeah, I don't, I don't use that. I feel like this has been, this absence worker guideline has been updated so much. And so well that it's really not needed. So. But yeah, we can definitely go through that one. You know, and. or do I have it on fear?

Oh, yeah, it's down towards the bottom. Okay. Kind of. All right. But yeah, we'll definitely go through that one. And I mean, the good thing is, it's not really only used like if you do use it, you only need it for midship visits, but. Like yeah. And the only, and the only option we use is when I probably didn't return to work after the appointment that we always consider regular. And the other day. So. Yeah. And most of it we only know that is. Yeah, we only use that power. And I don't know why they put so much information there.

Yeah. Yeah, I don't know. I'm like, well, the code must severe unless management tells us otherwise.

Let's see. Return to earth the next day. Let's see. Okay. Yeah. But each one of these. I have a visual example form. So, whether excuse from work for office visit, you know, just like a visual example of the medical that would say that same with offer us a shift, which, you know, we usually see that with concentra. And then the same with return of the work the next day.

And yeah, okay. So then I'm going over these stunning apps records. Make sure to let them know. Yes, these are similar. And we can mention that the offers of the shifts on 10 days using the different words like off of the run reminder of the day, something like that. Yeah.

Yeah. I mean they tend to look for over this year or maybe like a whirling like time to this any intention. Exactly. Yes, that's important to because we don't want them step on certain words like that. You know, they have to pay attention to the context and how things are like similar verbiage. So because not all doctors and facilities write the same way. So, you know, this is similar verbiage. It won't be all be exactly. But how, you know, iris writes, writes it. With these two, with starting to, I mean, starting last time,

let them know that some of these are similar, they are not the same and to be careful with that and also making sure to stress that TWA can be a partial

shift. So if they work any TWA day, then that day because it is TWA however, if they work any part of the day, it cannot be lost time. So it has to be the full days, which is why mid shift, We start the next day, unless management asks us to start it on the data service, but just for them to like have in their mind that when they're looking at time stands. If, if it is mid shift and it happens to be lost time, they cannot start lost time that day, they have to start the next day, because the employee would have already worked part of that shift and it has to be the full day for it to be lost time.

So, but if management asks us to start it on that day, we're fine with that.

Please profile for other open. Yeah, I sometimes I feel like this isn't done quite enough. I've kind of felt like our new group doesn't more though. But and this is like any time so not just when it's new planes, so I feel like a lot of times people will just check on when it's a new claim and not when it is, you know, they're back into the claim. Because sometimes another plane gets opened and they know it's like a loop. Yeah, so making sure to do that because we don't want to have more than one absence record open during the same time period.

24 hour rule definitely take time on that practice exercises for that, you know, if you can, you can, um, you know, provide. I was still, you know, wait to get through a little bit more of the training before doing this, but one thing is having like medical, then, you know, finding the start date, not like a long medical for them to, you know, go through, but maybe just give a shift start time. data service works that is okay when would we start the TAW based on the information that we have or when we start the last time.

Okay now management's asking us to start at this day. Can we can't we you know what day are we starting it on so things like that. kind of, you know, really get them used to that 24-hour rule. Let's see here, I'm sorry, on the data. Andrea, that's the most questions I've ever heard. Yeah, crossman night workers.

This part here. So it can be tricky and this will come with time for them really because they just have to have enough practice before they really fully get this down, but when it comes to absence record complex. From due to management creating a conflict and also applying that 24 hour rule. So like when, for example, if I think that it gives an example down here, but let's see. Like date of injuries, January first, management starts and on January second. Now I don't like this one. Okay, I'll give my own example.

So when it comes to management creating a conflict and that's still applying, that's going to be our rule. tricky when it's a situation like if the date of injury is March 3rd. Medical treatment is March Third gives T.A.W. Management Assess to Start T.A.W. on March 6th, okay.

Oh, no, I don't like that one. Sorry.

Data Madrid's March 3rd Treatment Date is March 4th. Mid-Shift, okay. Mid-Shift Management Assess to Start T.A.W. on March 6th, okay. So they're creating a conflict because they're asking for more than 24 hours, but we still give them just the one day. So we would start on the fifth, but it would still be a conflicting start date. So that one can be a little bit tricky when we still apply the 24 hour rule, even though they're asking for a date that's more than the 24 hours but we still give it to them just not

all the dates. We just give them 24 hours and that's it. So I would you know kind of explain it like that. Like if management asks us for more than just the 24 hours our rule is they only get 24 and that's it. So we will give them the next day. Of course unless it's a pre- shift but we'll give them the next but no more and we would send the conflict. They have to explain the rest of the days.

I think the most tricky party to do for our rule.

One to apply it and then you know especially when they give us dates that aren't only 24 hours when they give it outside of the 24 hours you know I think that really kind of trips people up a little bit. Okay, so then we have our transitioning sequences. There is that again transitioning from last time to TAW. So this one gives, this Iris gives an example of that, so that's nice to have that here as well for the transitioning and then ending absence records. Luckily, TAWM your last time, I'll fall under the same rules for ending, so that's good.

So, yeah, this is newer here where we talk about council appointments for future data in return to work dates. So. Okay, so just so for example, we know that we have a future a future or a time to work. But even before you were sick before, then say that of the right time to work with or at the sequence now we have a new rule. If that appointment was canceled or not, or miss, we can end it. We can use the right time to work future.

Yeah, that's basically basically that. So yeah, it's so if they had an appointment on future date.

So yeah, so yeah, so they said, you know, we're seeing today on September 24th, you can return to work on September 30th, you also have a follow up on September 30th, if they miss or cancel that appointment on September 30th, we are going to keep it open. But if management tries to end it after that appointment, then they need to consult a coach. Okay. And then we decide what we want to do. Um, I'll see. You should see some. A day. Okay. Yes. This is just for the ending.

Um, her medical. Then, um, always make sure to send this. When we don't hear anything from management. Um, and not only. Um, So not to be confused with management just saying hey employee return to work here's the medical that's not good enough so we have to let them know that there must be a date provided otherwise we send this email because just by management saying employee return to work our day count could still possibly be wrong because we have that like 24 hour rule. So if they don't provide the date and they tell us employee return to work, we still have

this in the email, but if they provide the return to work, they then we do not need to send the email.

And then we have our exceptions to the rules for ending the absence record. And that will go through with them. I mean, they still might come across terminated employees, so that that is fine. I still want to go over that information with them. And then just let them know as it'll fall in their widget, which the coach will work, but sometimes they might get to a first just because they're working the claim for a different task or something. In that case, yeah, that's fine. 80 and you return to works. We don't require return to work medical. Important notes when starting

and ending. So this reminds them about the when entering a complete lost time sequence. Make sure to do it on two separate days. Stand up. There's anything that stands out. We need to really like there's So there's so many examples in here, so that's, that makes things helpful as you're, you know, training them on it. Um, maybe you return the work. So, um, I feel like I don't think I have an example form of the ADA. I bet I could probably find one maybe by going through the escalation emails because, you know, it wouldn't hurt to have.

a form for visual reference when showing them what that ADA form looks like.

Okay, and this tells us again, lost time sequences, do it on two separate days, if you're entering a complete sequence. Medical that extends an absence sequence without directly addressing a work set that may appear as lost time.

Okay, so this update is slightly new so just want to make sure if you're fully familiar with it and if you have any questions on it. on it.

Okay, I remember this part. So for example, let's say appointment in July, TW, appointment in August. Say it returns to February, but on September. So we are not taking that as the last time we are going to take that as a continuum of the TW. Okay. Yeah. Okay. All right. Sometimes it's like so. I think we have our ruling. I need to be from the same provider, right? Yes. Yes. Okay. Yeah. Yes. So this only applies when the medical comes from the same provider and the work status is continuous.

If the second medical had said in a service 885, it kind of worked to you on 1011, it would sit in the dates from 108 to 1011 as last time. That was okay, okay, yes. Yeah, I remember that. I think there was a rule about it provided, I was thinking. Yeah, you're right. Okay, and then this just shows how to zero out an absence record. I would make sure to tell them to be really careful when they're updating the last time sequences, especially because, you know, as with.

Yeah, and we need to do ISRA working. Were they. Yeah. I'm like, saying it. Come on, man. because it's the duplicate panels that just, you know, the old time consuming and, you know, errors happen, I get it, but just, you know, just, because I do always tell them like almost everything you do can be fixed. Like, the only thing that we can't go and edit and change are your notes And, you know, you just make another note correcting your previous note, but when it comes to absence records, yes, you can, you know, correct them, but lost times a little bit different and takes additional steps.

So, just be really careful when you're making updates, make sure that, you know, everything is correct. Correct? I mean, TAW also, but yeah. All right. So steps for zero out and when not to zero out,

let me make sure this declines that are suppressed cannot be modified after to say consult a coach. Definitely to say consult a coach. Yes. I think it does mention that but in the processing chart requires 90s to work. Unfortunately, yeah. And I noticed that one time I was about to send someone the Irish like, hey, wait, wait a minute. Um, or no, I think I had to send an escalation for it. That's what it was. And I was about to put that in there. I'm like, Tang, and then even say it. So I can't even be like, I risk that you can, you can be mad because I support it.

Oh, like, oh, man, we forgot to update in all the other places. So, um, all on one second. I just want to, um, Um, no, I'm thinking I'm just going to go through all of them and try to find anything that mention suppressed and make sure that it has cancelled the coach.

Oh, and so,

on the stress lines.

Oh, my word. Okay. Um. Um. Um. Okay. Okay.

All right, and then our 24-hour rule and step a little bit more with some examples, and then starting absence records in the absence records.

Crossman night workers. I do have a claim that I use for an example for, where is it at? All right, and I work is always going to be tricky. Yeah, when we have to force the day, because to get a lot of emails from the G-Sharmas team when we did not force a day on Crossman Nightworkers. I haven't seen many lately, which is good, but they seem to be coming in quite a bit. So I don't think I've seen since the center because I don't remember I happened to hand in the off to coach.

So how familiar are you with forcing the day?

I think I only stood to do that like once, that's it. Okay. But remember, for example, we have a medical document, like we are going to start the sequence in the same day in January, and we are going to end the next day in a resource-regular duty. Like mostly in those cases, Hudson Rock is going to show like zero days.

So in that case, we need to force one day, giving the resource to work on the next day. And we are going to set a nose and like a for a good faith and like that. Yes, that's exactly right, so instead of, so even though like they were trying to work the next day, we would have to change the end date to the next day so that it would force it to show a one day count. And then yes, there's a little blurb, where is it at? Oh, wait, where is it at? Good faith.

There it is. Okay. So you would just copy and paste that into your notes in regards to why you updated the absence record that way. But yeah, you got it. That's absolutely right. This example here, this was one that actually that was an actual claim. I remember to be to got this one and it was pretty crazy. So we added this example in here. And this one is one where it's more than just out one day return to work. There was like, we'll see, interworker was seen on 5-1,

placed on last time by the medical provider. Okay, great. And then the police is seen again on 5-2 and given to you with a return to work of 5-3. Man, why you late that? Yeah, then management asked us to start the TWA on 5-2 with a return to work regularly, date on 5.3. So it was all of it. We needed to do the last time. We needed to do the T-A-W. So we had to code last time 5.1 and it 5.2. So it would force that one day.

And then T-A-W, we started on 5.2, even though it was overlapping that. And then it ended on 5.3. By the way, ended on 5.3. I think that it's still needed to be forced for the one day. Or because the fine fight is going to be count as a low sign. So we need only one day of TW. So they fight three. Yeah. It was crazy. I think we've only seen one like this, that one time, but we thought, you know what? Let's put this in. I hope you could see it any more.

Yeah. Just in case we get another one, let's just put that in Iris. But yeah, I don't remember if I ever have encountering something that crazy again, but usually it's just the one day that we have to force.

So, and then it gives us more examples down here as well. So all right.

Good night.

Oh, and in the itinerary, I actually have the example of the one day count for crossman networker. So the claim link is in the itinerary for us to use for that example. Thank you very much.

Well, of course. I have my phone. Yes.

Alright, so it's this claim here and it has the one day for so it was really supposed to be one day of lost time, but we had to force it and they gone for two. So then this is where we see our day count of the one day. So just so, you know, you can show them what that would look like.

Yeah, we need that. They actually come to one day.

Yeah, if it shows a zero, but yet there's lost time coded, it like shows up on the G-Sharmas teams dashboard. So they'll usually send us an email if that happens. And then we just get it corrected. Okay.

The next one is the, it's the EJF, iris that we go into net.

show them this one here. And then also grab a claim. I would grab like maybe three different claims that, you know, would have different job codes for them to be able to look them up. who they you know they can pull the iris up along with you and then show them how to just like do the control and then they can search for the different job codes. Yeah, me how tonight goes how to find the idea. And where to find it on the claim and then um and then with after that

I go into one of them usually you know I just pick one of the ones we typically use like package driver. We see a lot of those. And I also at this time explain how this is broken down, so they know what they're looking at. So I go through, you know, the list,

Harry push pool, you know, all these. And then I show them here, like there's a lot of additional information we typically should not use under here, but one thing that we definitely do use is this is where it shows us how many hours that there's that they work. So nine and a half hours is what we would use for a package driver, even though the claim says full time, we don't use eight hours because their EJF says 9.5 and then so really using anything down here would depend on what

the restrictions say and you know and then you know if it's not found up here the restriction from the medical. So let's see, in pain and acceptable work pays. So for example, if they were told not to work in an environment with any dust or dirt, like sometimes we get that with like the different like loaders and stuff like that or even drivers depending on, you know, what their injury is. So then here where it says that they are exposed to noise dust or tunes. They wouldn't be able to do their central job functions because they're normally exposed to that.

that. So it depends on what the restriction is. Typically, it's one of these, but it can't be found down here. Let me look at the first page. It's always about the weight and I can find more in the second page. Yeah, so like the weight and then like walking, standing, bending, things like that. So you're going to be here hiding. And then I said not too much down here, but things like maybe even enclosed working areas, maybe if they say don't work in any enclosed work areas for whatever for whatever reason.

So it's first and foremost, like the heat, too, when they're driving and asking if they're working, and they're pulling by your man, I mean, I was going to, you're going to pull that, and they see in their rolls, something like that. Exactly. drivers don't even have air conditioning in their chest, so, yeah, when they have to work in air conditioning places, or sometimes it'll say don't work in any weather above 70 degrees or something like that. Just go ahead and put them on restrictions because we're not going to watch the weather or anything. Yeah, I mean, yeah, I'm a genius, I think they that way. Yeah.

So yeah, so I would just, you know, go through through these with them just so they're familiar with how to tell review the ejs and how we use it. And and then let's see here, where are they from? Oh there it's okay. Absence Breaker, indicator of some complex would be next.

Okay. So, absence record. Let me see. There's a. I'm going to leave. What about you?

There we go. All right. So, um, going over this year. Um. Oh, wait.

Oh, okay. Sorry. Um, I'll focus on my January, but we're, we're, we're supposed to be. All right. So absence record indicators and conflicts. Um, so going over the overview. Um, conflicts. So, um, I would just kind of explain. I wouldn't, you know, sometimes, uh, like I read off to them this information. also explain what things are, works that is on medical documentation. And then just, you know, saying that's where the doctor tells them if they can work with restrictions or lost time or regular duty, TWA agreement form or BJO, with the TWA start date listed. And let's see here.

there. I think we have an example. This is such a bad image. I don't know if we can try to replace that. I might see if Tammy can put a better image in here. So I don't think this one zoons in or anything. I don't think. I'm going to say I'm going to put a better image in there because the last time form, I don't think we see them often anymore why we didn't see them often before, but they were kind of coming up and said,

And so, you know, we added it to, like as an acceptable form, just like the TW agreement. I think I never see it would be actually. Yeah, they were pretty rare before. So we kind of thought maybe it was something that they were us are using a lot, but we know I don't think we see them anymore at all. But if we do then we will allow them. I know there is a copy of it in the in the absence record workshop. There's a good picture of it. Some I'll see if we can get it reposted in here.

But if anything you can always save it to your one note. Because that's what I do, and then just show it then. Um, Let's see. What are we looking at? Oh, conflict sources that can be used to start claim. Okay. So we're going to do the different sources that we can use to start the claim, change your class email from management phone calls. This needs to be so. Okay.

That needs to be changed or deleted, actually, because we're not going to use the notes of all ever to start an absence record anymore. So

So we'll see how it's going to go. 3970. I might have it saved somewhere. Maybe. All right. One second. Sorry. Make another. for these text sheets. No, no, no, no, no, no, no, no, no. Thank you. No, no, no, no, no.

Do you want to, do you want to take a break before we before we have until four. So you want to take a break for like 15 minutes. Yeah, I wasn't going to do that because I really need support to the bathroom. Okay. I was going to say that. Okay, okay, well, you could have thought me and Jonathan, you could have like, Hey, I was I was I was thinking trying to hold it a little longer

Oh, no, okay, all right. Let's take a break for 15 minutes. I think I've got back

Okay

I'm back. Are you back, Jonathan?

I don't know, but I think it's there, huh?

Hello, hello, I am back.

Sorry that I take a few minutes more.

and the screen

All right, we'll continue on with the conflict thing. I'm making sure there's nothing that stands out that you have questions on. I need to dig into a little deeper. I made a note to get rid of that.

I love you. I love you.

Yeah, so make sure to emphasize that we need an actual explanation when it comes to our conflicts. So when we send out our conflicts, there should be a full explanation. So if it's a start date conflict, they can't just respond back with just the date. We want to make sure that they know we are actually looking for an explanation. They have to tell us why there is a conflict, not just, oh, you know, it's this date. You know, or here's the correct date. I need to tell us more.

Let's see. And I believe, I know I believe that change request has examples of acceptable. Yeah, I think so. Oh, yeah. Okay, and then another thing is holding most severe when it comes to conflicting dates. Um, this is another one that can get tricky when it comes to conflicting start dates and using the 24 hour rule because we don't use a 24 hour rule when it's the conflict is management versus management. So we need to make sure that they know, like if they give us two different dates,

we don't use the 24-hour rule and just, you know, use the later date. So when it's management that gets two different dates, we use the earlier date for the most severe date. It's not here that when we have a conflict management management, we don't need to escalate the conflict, it's not here. I mean, for example, when management, for example, today, I entered to a search request 920, but tomorrow I enter a search request to start 819, it's more than every year, and we don't escalate the conflict.

I was thinking it was here you said that we don't escalate the conflict yeah I mean for example let's say today we had a chair request to start all of sign 920 but tomorrow we got another chair request saying it's all of sign 919 it's more severe and we use the 919 and we don't escalate conflict oh I see what you're saying okay I was thinking it was here

It's not always in there

I was thinking it was here in the carol and conflict.

But you remember what I'm saying? I mean, I remember that I said one idea. I wasn't is in the indicator and conflict.

Yeah, I'm getting over to...

Yep, I was on mute. Oh my, what did you say, Jonathan? You weren't mute. Yes, I don't even remember. Looking on mute, except for when my dog was barking, but I thought I got off since then. So I don't know. But you remember the idea that I'm talking about. I think I do. I thought it was in change request, but maybe it's down here with lost time. Okay, I think it's down here outliers. Oh my guys, or yeah, yeah, it's right below that.

Thank you very much.

I think it is called not a little bit. I think we found it.

Okay, when reviewing Los Angeles, the last time.

In that part, even as many as I need to make Los Angeles a beer America, a lot of employees to work during that rain because you lost time. And Los Angeles completely. If we found that BLS, So they complete. What is that part? So if it, um, so let's see. If they're making the absence record more severe, this conflict does not need to be addressed unless they. Okay. They look again. So. So if it is management versus management. And they give us two different lost time start date.

Um, then. If they're making it more severe, we don't address the conflict, but then if we just change it, but then if they try to make it like if they later send us something to try to make it the less severe option, then we will send the complex. But I think I remember I think I remember I ask you about these if we can apply this in a role to T. A. W. I remember you say no, but now that we are here, I want to know, I mean why, why, why, why, why we can apply to a T. W.

to. For T-A-W because with T-A-W it's different because there is a possibility of a lost time somewhere. So if they say if they ask us to start lost time on 519, I'm sorry not lost time. If they ask us to start T-A-W on 519 that is fine but then if they ask us to start on 518 instead Then we still send the conflict because we want to know why they are changing. Yeah, like what's going on so with last time since that's like the most severe coding.

We don't really question if they're making it more severe because it they're making it the most severe. Yeah, we just have to, when it's not the most severe that they're looking for and they're trying to change the date, we're trying to figure out why.

Okay.

Yeah, because there is a room for possibility for the last time. I mean, there is no possibility of something more severe than last time. Okay, I got it now. Yeah. Yeah, yeah, um, I think we'll see everything. Okay, so we looked at that. that they did an injury conflict, that's more than one day.

Remember, I don't think I have an example of medical that free dates, the data injury. So, that would be a good example to find and show to them. Yeah, I mean, just to add some, it's going to show something like that, yeah. Yeah. So, just to show, you know, here's our claim, this specific date of injury on the, or I'm sorry, data service predates the date of injury just so they can actually see what that mean, you know, what that looks like.

And then this is the task example of the IDE predates data because all of this is, it's fairly new. So as far as man and Iris.

And let the outliers next up.

indicators, all right sources that are considered indicators, initial injury review form, history section on medical documents, post injury coaching, so that those are some of the things that we might find in the files, but it's not limited to that. So there could be other things in the files, like even legal documents could have indicators.

So, but we never reviewed any of those.

I do. I mean, we know we can do it by they normally don't. I mean, they see some words in attorney and they will escape that document.

They should at least give them through. Especially like when we have those claims that are where we need to do the indemnity,

medical indemnity, update to yes. Whenever there's any kind of legal documents, I definitely look on there to see if it mentioned Sometimes it might mention different providers or treatment or if an employee missed any work, so I would definitely check those documents, anything that's in the files. notes, first management notes, pay employee notes, area notes, financials, or transaction history, phone calls or emails from the injured employee. You know what? We can maybe add something here when they say phone calls or even from the injured employee,

For example, the employee can now determine his own work status, so we will use it as an indicator, maybe. Yeah. I mean, like a young explanation, but I mean, we can tell them, but maybe we can add their tools so they can see a why. Well, the thing, so I mean, the whole subject about this, I would assume they would, you know, put them to put these. put these together. Sources that are considered indicators and must first be questioned part in making any changes. And then the phone calls for emails from the injured employee falls under that.

So I got I'm hoping that that would be. But I do think going off of your idea that there may be places in like absence record guidelines, maybe. Is it mentioned phone calls from.

I think I'm not going to go on. So. Oh, okay, now that's not the. You

So maybe even adding here, like maybe next year, this cannot be, um, the kind of, the kind of title, like, for example, we have managed made it to make, I'll get it to employ directly. Sounds weird, but. Um, so. Because I don't want to think that there is a such thing as employee directed. Yeah. I know it's not, but I just want to let them know that employee cannot direct his own word to the status. For example, when they sign the the UPA to the status form, when the there is a signature of employee, I know remember there is one part that is said that we cannot use it.

you said when the provisiness you're, I think it is an idea to remember that it's had to wear. But it's like a general specification and when they probably call, there is no social like employees going to call or sign because they probably say it.

Yeah, I think that the signature thing is on the reviewing medical, like it can't be signed by land for E. I believe. Thanks, and I said that.

There it is. If we receive a UPS work status from farm completed by the injured employee who cannot accept the medical and it cannot be used to update the claim. Okay. I think I was on there the whole time. I just need to look up. So that that is in the reviewing medical. I do want I need to find

I really feel like putting a statement in this line cannot be the injured employee because sometimes the injured employee is the management. So I think we. Yeah, because, yeah, because sometimes or for example, when the employee is a supervisor. Right. So sometimes they feel like they can call in and things like that. So I think if we put management director when the district requests an absence record be started and there is no supporting medical and then we could put in parentheses this cannot. This cannot be the injured employee or something like that so that they know that they cannot request an absence record.

So, the only thing, you know, was putting it here, that's kind of, or where did it go? So, okay. So, putting it here, I don't think would be necessary because this is already saying that. So, this is already saying that, um, sources that are considered indicators, I must be first question prior to making any changes. Um, so if we want to kind of maybe change this and maybe say, um, you know, sources that are considered indicators and first must be questioned, um, to the employees management team.

Um, and we need to see, you know, question and answered by the, um, the district prior to making any changes like we can add that in there. Um, but it would be anything in the, um, files that

Not the work status basically.

Notes, whether it's management, employee notes, carrier notes, transactions, and phone calls or emails from the injured employee. So they would be considered. All these would be considered just indicators. Then we can't make any updates based on what they say.

Yeah.

I mean, we can't find a place to put it. And I would even go as far as to say indicators, I would say absence record indicators, because that's, that's what it would be. Yeah, actually, yeah. Just to kind of, you know, give it a little more clarification. Okay, hold on one second.

That's it, that's it.

Or let me say LT-TAW indicators and must firstly question.

Okay, yeah, all right. Um, good night.

Sometimes this gets little lost as far as when we see an indicator and there's a breaking calendar we do have to address both at the same time. Even though breaking counter, we are asking with the work duty status, but indicator is a little more exact, so we would send both.

This does not necessarily tell them that they have to consult a coach. I would just strongly encourage it. So that's what I tell them and training like, you know, you could or Iris and make that update, but I strongly encourage to check with the coach first to see. Yeah, I think we also mentioned that, right? And the last training, I mean, for we are good for breaking calendar the way complete until that, I mean, you can just go ahead and put all efforts out there but always with indicator, you can sort of coach.

Yeah, absolutely. Yeah, because right now, I mean, Iris says that they can update it, but I would never really recommend that because there is. Yeah, I don't want to affect the like other sequencing, more than like overlapping something. Yeah. And sometimes the indicator, it's sometimes, I find a lot of times they're not indicators at all. You know, there might be referencing something totally different. So I think it's got to be. To be honest, I don't feel a little lighter. I don't really like that sequence. It's basically the care to be honest.

Oh, why? with I always like check everything before like like saying like yeah you can do it and go ahead so the sequence like that but I always like I don't know and I feel like sure because

I don't want to like mess up something. It depends on what it is so like um transactions I will but I still check against what the carrier notes say because sometimes they overpaid them and and carry notes will say, they actually return to work. We overpaid them for this and they're working on getting that paid back. So things like that, when I say like this isn't an indicator because carry notes says that it was an overpayment and they overpaid them for me. So now I wouldn't code based on that.

But if it's pretty clear or it doesn't say that there was an overpayment or something. And if it's clear that they were out and it was due to the injury,

then I will have them go ahead and cook last time because management had their opportunity to get back with us and give us an answer on

if they were lost time or if they weren't lost time. So management had the opportunity and they didn't take it. So we're on a code. If, if, when we check it, if, um, if we can, but I don't do it all the time, it just, it depends on what the indicator is. Yeah, I mean, we have a, like, a really clear indicator and we have support of the national history. I check word, it doesn't work with anything. I would just go ahead and say, start a lot of sign.

But I need to check everything I mean. Yeah, and honestly, work day is not one I will check because there are times that they might be on short term disability or they might be on FMLA, which that even if they are, we would still be able to, you know, code our lost time. So, if they're out on disability due to the injury on the claim. So we would still code lost time for that. So they would they would need to suppress the claim. Otherwise, we would code lost time if they're out on disability or the injury on the claim.

Yeah, a lot of times, liberty will deny the claim. So then they file for short term disability. So that way, you know, they that's how they will get paid. So, if that happens, then we still code last time, but they may just be like disability and work day instead, which is fine, but the claim itself still needs to be coded because them filing disability and things like that has to do with compensability pay, you know, things like that, not OSHA recordability. So those two things are always separate, which is why we kind of always have to explain

ourselves to risk management because they deal with the compensability of things, you know, with like liberty and employee getting paid and, you know, that kind of thing. And that is completely separate from OSHA record keeping, which is what we are doing on And so that's why when they say things to us like Liberty denied the claim. Well, that's great, but we don't care why that that's that's separate. They're there for, you know, to pay and cover the expenses part of it, but that's not what we what we do.

so if they feel like it was a lie because maybe it wasn't work related or whatever, then they need to suppress the claim. Um. Yeah, we have a good to know. Let's see here.

Okay, this just reminds them if there's multiple indicators and we need to address all of them. And one email and one task. Okay. All right. Wait, what does that. Okay. Okay, okay. The specialization one is solely for observation. Okay.

Oh, yeah, and this part was as newer also. That's in the employee details. It's more. Yes. Oh, yeah. It's so hot in here. My goodness. I'm burning up. I don't want to turn my air conditioning on. It's not hot enough. You have a farm maybe? It's a small one. So my son's room. I just help the like, go grab it. About place. I'll probably grab it later. Let's see. Okay. All right. Let's move on to our next thing. Did you have any other questions on indicators?

No, I'm good. So, then we're off to, what do we have to, I think a quiz, yeah, so it's absence record guidelines. Oh, is this the workshop or the quiz?

I don't think it's the workshop that's much later.

And I'm going to get up for this. I'm going to go on with this. That's that. But. Oh wait. Hold on.

Okay, here we go. All right, absence record quiz. Oh, it looks like someone was. Oh, wait, no. Never mind. I forgot it gives the current data here. Someone is working on it. Okay, when can we start an absence record about supporting medical documentation? When the management team requests it? Um. And then if medical, so this is also another opportunity to explain to them, the employee can't request it. That would be all. But if medical documentation indicates last time, but management wants to change it to TAW, what is required.

medical documentation. Which of the following does not affect how an absence record is recorded? and this is not a, what?

Oh, never mind. Okay. Sorry. Yeah, all the above. I was thinking it was a select multiple, but no. Okay. Management can make the coding of an absence. And they select which one more severe than medical lessons. They are only with employee consent less severe than medical. We had a medical data service for one mid shift that indicates employee can return to work TAW on 4 to 25. What should we do? And they get the here. And they'll be that first one. Then we have them review this image over here, which is that TAW offer,

because we, you know, it gives us a word problem. We currently have medical data, 1124, 25, no time stamp. I guess restrictions and based on the 1124, 25 medical and TAW offer shown in the image, when should TAW be given? I had the feeling I used this same question and this picture for my IKV. Oh, yeah, I remember. I used to, I used to use it. Oh, nice. Okay. Then that one is familiar to you.

If medical attached to a claim does not have a return to work, date, what happens? It remains open until supporting defonitation is received. Okay? When should TWS since record be started if the medical appointment is pre-shift, and have that. How should lost time absence record be ended if medical has a future return to work date the day before the return to work date with no 24-hour rule applied. And then last one, if the medical note states out of work through 98823, one should the employee be coded to return to work.

This is a good test, actually, woo. This is pretty good.

Yeah, get a little, you know, make some work a little bit harder as we get through, you know, further in training. So, um, and then, you know, with these quizzes and stuff, you can always

modify them. And one thing to, to remember, not only do we want to make sure, like, PowerPoint slides are updated, but also quiz questions because we want to make sure they still apply and depending on new things that we add, you know, we can always add or new things that we add to the process, then we may want to add them to the quizzes, just depending on, you know, what it is.

Okay.

All right, and then that's it on our quiz.

I mean, this one was a pretty good test to be honest.

Yeah.

All right. And now we are on to conflicting body parts. It is hot over there. And he is training cats and dogs. Oh, is it? He's dog and cats and dogs. Cats and dogs. Yeah, he's really in a lot here. Oh, my goodness. It's kind of funny because the building here on the left is not sunny, but it's cloudy. But on the right, it's really rainy. Oh, I find that so cool when it's like that. Like you can look over a month or even when you're driving, you're like sunshine and then rain.

And then, you know, it's just so weird when you find those little breaks of weather. And it's crossing the river, so it will be on the left, it's cloudy, it will be on the lorry, it's raining already. That's cool. It's kind of funny. Yeah. I remember I was looking out of our building one time, it was like that, it was like sunny on one side and then rainy on the other, or when it's sunny and it's raining, that's always kind of cool too. I love the rain actually, for my mother.

I mean, we love to just quash raining and drink some coffee. Oh, man, I'm OK with rain, as long as it's not like tornado weather, because we live in what's called tornado alley. I think like our area would be known for like our state would be known for getting tornadoes. Luckily, I've never seen one, but I don't know if I could have like, I don't know, a lot of money to build my house, I would build like a storm shelter. We're going to be like a demo with tornado, I just, you know, in a pound, trying to catch the tornado.

That's terrifying to me. I don't see how some people are like, I just want to go outside and look. I'm like, no way. I am. For what? What is the need? Yeah, no, thank you. I don't need to see it. Okay, let's see. Oh, conflicting body parts. So again, this is one that's probably going to take a little time also. Most importantly, is like that right versus left, making sure that they know. If there's a right versus left conflict, do not update the claim based on that medical.

absolutely nothing on the claim, so I just try to make sure that they do know that. that. Um, uh, uh, uh, uh, uh, Yeah, new additional body parts. This one's a little bit easier, I feel, because most of the time, I feel like the conflict doesn't go on and on like the right versus left. And most of the time, we can usually find a connection. A connection, yes, but I do have a question here. It's most for, okay, okay, now I so it now, it's most for how you, because it's okay. If we have a how you claim

and we couldn't find any connections or, for example, like, sorry, FDMTULA set by the additional body part. And we will normally call. But now we see how we are going to escalate through management. We just send them basically the same thing that we would be sending the health care provider. We would send it through management. Let me let me look at because I know maybe we can add the request medical template of the email, but how I mean, what we are going to put there.

Oh yeah, so you forgot I can't do that on emails.

I think that okay.

Okay. Okay.

Let's help them out here.

The system needs a rate, are you? Yeah. Maybe it's just me, be patient, be fit.

Okay, well, you know what? Let's try. If you open the view or emailed, maybe? I'm gonna try that. I don't know why you move.

I'm going to try wallboard. Okay, now, all right. What is happening?

Oh, that is that is why maybe. Oh, so I got them all day. God, then I'll take you here. Okay. Okay.

Okay, let's try now. Yep. Oh, yeah. I thought you know. Well, I don't know. It. Yeah. All right. So, um, what is it? conflicting body part.

Also, we are going to use the template for completing, but I was thinking there was America. It's technically still considered an RM, but it's just a different. Like it's not the regular request medical. It's not requesting a medical document. So, yeah, so we would use on this template here. or for the additional, or even right versus left.

But it would still fall under like the RM escalation

or request medical escalation.

But yeah, so if it's Ohio just instead of sending something to the healthcare provider, hold on. We typically don't send anything to the health care provider, so we have to call the health care provider and that would be hard on one. So is he how you, we will clear everything through management, but I was thinking that, I mean, what email or what we are going to say today. Oh, okay. Because I was thinking of the clinical normal template, but now you show me the, the committee

body parts. I mean, how are we going to edit some of them? Uh-huh. It would be a lot of editing if we use that other one. Yeah.

So, yeah, we're just using that one and then it can manage metch instead of calling the provider, and then we'll see here. Yeah, make sure, you know, that this is even in the normal RM escalation, Iris, but I still make sure that they know, okay, when you're calling health care provider, you got a document where you call who you spoke with, you know, The details of the conversation, what you asked them, what they told you, okay, because without that, it's not gonna be considered a complete installation request.

And you'd have to do it over.

Yeah, and if the ARM3 expires, then they can set school.

All right. 344s. I cannot.

Okay, so now we're going to amended conflicting memories that and one important thing is any of these needs, it has to be a phone call to the provider. Um, a lot of time, you know, they look at used to sending the, um, factors. Yeah. Um, all the time. Yeah. And one other thing, um, that it seems like is that when people are calling the health care providers, they are immediately asking for medical records. And I would not advise them to do that. Yeah, I mean, I mean, well, I mean, you said to say like, oh, no, but we already had the document. We just had to clarify something in the document.

Yeah. Because medical records will automatically just usually retake the recording. Yeah. Oh, yeah. Boys, yeah. Yeah. So it's just, you know, when you're training in the summer, no, like it's best practice. when you're calling the facility, try to get a person on the phone. Like if someone answers the phone, don't just ask for medical records. Let them know why you're calling and ask if they can help you. Now, if they spend, say you have to be transfer to medical records, that's fine, but yeah, so try to, let them know they need to try to speak

with someone on the phone to request the information,

especially when it comes to like them and they're conflicting no duty status, because medical records, we already have the medical record. So medical records really isn't gonna tell you anything.

I have a question, why the missing can be three attempts? I always say like, all we do three attempts for all of these, then I realize there's only two attempts for missing and three attempts for completing an amended. I don't know, the only thing that I can think of is why that the numbers are like that is because with amended and conflicting, we never escalate that to management. that the numbers are like that is because with amended and conflicting, we never escalate that to management. So we only want that and request that information

from the provider. So we give it one extra attempt. Now, Missy, we will escalate to management and make a fill in it. Okay, okay. Now I'm not making sense. And so, you know, if someone asks her when you're a sling and, you know, explain it that way, that, and I also like to make sure to, that they know, like, hey, when it comes to a mended medical, we're not going to escalate that's a management because they really can't say what the doctor meant, like, They can tell us that but we're still going to try to get it from the provider and then if we can't then a coach will make a decision based on the information that we have and what management has said but we never want to escalate.

Conflicting or amended to management because we really don't want their opinion on it. Yeah, I mean, they want to save anything that is fit for them. Yeah, so but if it's missing, there's a possibility that, you know, they have a different document or, you know, like maybe we only raise up the rest of the document. Yeah, so they may be able to fill that part in for us. So let's see here, I really wanted to leave that. I'm going to ask the group if we should delete that.

Because we don't ever get way, way back in the day, we used to get calls from OCAL. There was like specific OCAL from nurses that we'll call in about acclaim. And they could confirm a conflicting or amended work status and we would use it. It would be just like talking to the health care provider,

but they don't call us anymore. So I'm guessing somewhere along the lines, their process changed to where they don't contact us for that. So this right here probably does not need to be here anymore. I'm going to three, two, five, four. We should read the. The. The. Over. Right. That. And then, let's see, processing. Let's just kind of go over that again when contacting a provider, make sure you get the name. You know, what it was about. Okay, so then, you know, these are the questions that they would use when trying to get that clarification and what to do if they provide a response.

Versus if they do not provide a response. Fund for missing work status. See what to do if they're unable to speak with someone or if they have. If they're not able to leave a voicemail. And then also management response to the email. And if the if it exists.

And then we have our examples for them here with missing unclear and then did or conflicting medical.

And then you can always take this opportunity to ask them since we have learned about conflicting. We can ask them questions like, okay, you know, based on this conflict or you can have, you know, use a real medical and ask them when they would, like, what they would do, what would they have to call, what's the start date, you know, what questions would they need to ask, things like that. And I have a question. We still consider as amended, for example, we have a medical today giving TW free time in the morning

and then in the afternoon and probably when again, I was giving regular duty. I used to say that it's amended, it's correct, right? It depends. So it will be conflicting.

Not always, it depends on if they had two appointments. Sometimes they have two appointments in one day, and I know like on like concentra medical, you can see that, you know, where they have the next appointments at the bottom, and then there's other providers too, but if they had an appointment already scheduled that same day, know what and be conflicted or amended, but if they, but if there's no reference to that being a follow-up appointment, then that it depends on how it's written. So, if it's for example, I mean,

like you say two appointments scheduled. We can notice, for example, in the tiring lunch until I get a time in stamp. Like time is different, different word is said, okay, we will take like two separate appointments. For example, in the Wednesday morning and AM, giving TWA, but in the afternoon, they provide another word is said as same date, same time but regulatory. That would be conflicting. Oh, okay, I was thinking I meant it. So amended would be if they scrapped something out and changed it like this example here. So like maybe

this one says return to work with the limitations 1013 and we can see where they had that and then they scratched it out and then they're like oh 10 6 you know which is also the data service. They might initial it here. So this would be I mean, they're changing something on their, so the conflicting would be if this 10th, 13th, 25 without this here, then we get another one same date, but now this one says 10, 6, 25 here said that would be conflicting, but scratched out initials and change like that would be conflict or amended.

I mean, okay, it's crash hub will be Amanda. I was thinking that the order in example, I gave you that will be considered meant to because it was replaced the order for the service. But, but makes more sense it is conflicting. Yeah, yeah, and then they have, I think there is. Yeah, so I mean, you'll go over that part too. So it explains up here the difference with what it amended works that is. Um, let's see, uh, when a doctor updates an existing works that is noted or new documents received with an amended works status order, this new document will typically say revise or.

Where's the script? Oh, okay, or okay. Yeah, it could be a single document and have items stretched out and updates initial by the doctor. So yeah, so sometimes it won't even be scratched out, but it'll say revised or amended. So if it has the, you know, either of those words, then it would be amended. Okay. So it just means that they change something and we can see that they changed it but conflicting would be like nothing really says that they changed anything but they're different.

Right. Okay. So, five minutes. Five minutes. I think we can't raise now. Yeah. Yeah, because how many how many I just have left. Oh my god, didn't like that. So we just did this one. Oh my god, we are missing one complete base. Almost done. So we've done all that. Look at how much we've done. We did all that. And then we're here. or I'm 30. Okay, okay. Okay, I get the 49. 19 more, okay. But tomorrow, so tomorrow you're not going to be here or you're going to leave early?

So I'm gonna leave for a little bit. So yeah, I'll be leaving from two and then I'll be coming back at four. Okay, so basically, let's continue Monday.

Yeah, I mean, we can cover, We can cover stuff tomorrow too, but yeah, I just have to leave out for a little bit. Okay, and we have a schedule for our intake.

I think so. No, I have a meeting. Let me see, I think I saw it in 8, 12 a.m.

Why do I have an iris update? Was I invited to that.

Good question.

Oh, can you invite me? Is that so kind of her? Okay.

Probably just so they can make sure that, you know, they don't have to like ask me any questions. That's fine. So that's from 1015 to 11.

I'll just go there if they need me because we do have intake training scheduled tomorrow from eight to 12. So I'll just hop in when I get in in the morning. Yeah, but we should start now as we say before, right? Oh, wait, I mean, so the one we really have was nine for an 11. Um, the one we had before, I think, like earlier this week, are you time out? Yeah. One was from nine to two, well, and then, or was it a 11, maybe it was 11 because, yeah.

So, Tuesday was 11, and when is this supposed to be 11, 30? Yeah.

I'll just, I don't know. I mean, connect to the eight, eight, eight, eight. Should we do it at nine maybe?

I'm fine with that. I mean, I'm fine with doing it right when I get in. I'm going to get on in the morning. I mean, because I need some time to left this patch already. Organize everything, the starting numbers and everything, the email. So I use that one hour to get everything ready and just leave it to margarita that covered me. Don't worry about it. Thank you. We can do it at nine. Make sure to set aside those driving history. Oh, my God, no. I got to, I saw one safe work already there.

I want to say for tomorrow and say dry bin five of them again, okay, perfect. Yeah, so I don't like it, but okay, I need it. I know I need it. It'll be fine. Trust me. I hated them at first, but once I hit it for the same day for the first day. Yeah, I mean, Kelly knows she didn't in them really well. So luckily she was there to answer all my questions. I had a lot of them. She has a lot of knowledge about those safety and safe methods.

Yeah, yeah, she does. So, yeah, I will just pass that on down to you. Oh, my God. Thank you. Thank you for the time. For today. Yeah, no problem. I will see you again tomorrow. Okay, see you then, and thank you again, bye-bye. Bye.

different leaf maybe I was thinking maybe it's based on that oh it probably it yeah it is because they're gone more than 30 days but we don't even have to worry about that now because it's going to reset to one year and one day from the injury date okay so the injury date is nine, four, so supposed to be nine, five, twenty, twenty seven, mm-hmm. That's correct. Okay, less than five years, kind of like I'm going to say easy, but I don't want to say it.

No, they are easier, because it's just resetting every time. One year and one day resetting, you know, so you don't have to, you know, worry about anything else. And we're here.

What is it okay here?

Okay, I'm gonna see in the note

Okay, now it okay now now we are good with this one. Yeah, that's the last one

Okay, let's try and see again active. Okay, good Let's check Warday

Okay, go to add. Also, okay, so here, so this has created a screenshot. We need to to add in iris because

change the view. I'm old. You think it's not necessary? No, I think it's um, yeah, because let's see. Well, I don't think iris has.

No, I should just, just say, please terminate it. I don't know, the NSA coupling play number. Well, he only says, actually, I think we are okay. He only says, actually. Just provide a step. Yeah, yeah. I think we are okay.

Yeah, because if they're new they won't know any different

ok, eat, eat, drink and cheers

Okay. Okay. Okay. Okay. So he's supposed to meet 13 years this year on November. Yeah. Now employee had an accident on September.

I see you. There is any return to live with more than 30 days.

You think it's more okay. I think it's more than 30 days. Let's back in 20. Oh, but that is 23. Okay, okay now. So okay, okay, we are okay So in this case, let me check Irish because I don't remember

Okay, over five years

So in this case, the new one actually for the 13th year will be 11, 18, 20, 27. Yeah, but how many accidents have they had this year? In G-Sharmas? Let's see. Just want to make sure. Okay. Yeah, all right, excellent. So it's great. 11, 18, 20, 27, that's our 10th year. Yep. What happened in the play had more than three injuries? Three accidents. I think I saw here. They have to start back at one. Oh, for real?

The only time I got locked in to where it never goes back to one is once they hit 25 years. after they hit 25 years it'll always be at least 25 years and even if they have three accidents but so say if they have they already met their 25 years say they're on 30 years and they have the three accidents we don't take them back to run but we would take them back to 25. Okay got it so let's say in this case, I mean, the employee has three, three accident and the same year, this year, and

this one is the last one. Yeah, the nine for twenty two. So let's say that's the last one, the third one. So we need to restart everything to one. Now, the date should be one day plus one year. Yeah. It should be. So in this case, it should be nine, five, twenty 17, one year. Yeah, yeah, exactly. Okay. Okay. Okay. Okay. By this case, it's only 11, 18, 20, 20, 7, 4, the 13th year. Okay. Got it. 11. Why was so complicated before?

I mean, I'm pretty honest. I mean, I don't remember the first time you teach me that I was with Fabi when you change the coaches. I mean, I need to be honest, I never get it. I mean, I was lost. I was really lost. I don't know. Why today's, I mean, it's like more easy. I don't know. One button.

That's why I was so scared of this.

I remember the first thing when the new way for intake, I saw a question about safe, safe work. I just run away. I just say, hey, if I would take that, I'm not going to take that. Yeah. Some of them like you run every now and then you'll run across some that are, are a little confusing. I've even had to reach out to Chrissy before I'm like, like, uh, you know, what do we think about this? So, um, yeah, so you'll run into those, but for the most part,

they should be just like these.

I hope that because I remember when that happened to me, a Kelly, right to me, oh, I'm going to help you with this safety. Oh, yeah, oh, my God. Thank you.

Yeah.

I remember one of the, I need, we need to enter like, like, by your seats panels. I don't know. I was, I just follow her lead. I mean, I entered this one, entered this one. I just, yeah. And I wanted to ask anything just.

What have you told me? Yeah. Yeah. All right. I'm Chrissy. Do you want to share your screen with us? Sure. Let me make sure I move something over here to make sure my this meeting opened up very weird for me not in my actual team. So it was really weird. Oh, I don't know why, but okay. Let me know when you guys can see my screen. We can see it. Perfect. Okay. So I've been working on them. I pretty much kept most of your guys' ideas. Everything laid out the way it was. I

just kind of changed some things around. I made some updates to like any current iris updates or processes that we did have. I'm still working on them. I still want you guys to go through them and make sure I'm not missing things as well. Or if you have any ideas to add things or to remove things, please, please, please do that. Okay, so I did on the first slide, I did go ahead and add.

Was this the agenda? Yeah. So I went ahead and added kind of three things together. So our welcome part of the intro and the system overview, I kind of added that all together so that you guys don't have have to have so many PowerPoints. And so I went ahead and did that. So I've just started it by our core intake responsibilities, which everything you guys kind of already had together there. And then I wanted to do something with our system applications to make sure that we covered everything that all of intake works.

BNG sure miss all the way even to outlook. And I even added Pat one password in since that's something we have to utilize care providers, portals now. I went ahead and updated the daily workflow based on a most recent email that we had. And then of course I added in their supporting roles and then intake being right here to let them know that who they are, but also kind of the other teams that are going to be working alongside with them as well. Perfect.

Then our system, this is where it's going to start kind of the systems and applications overview. I didn't do 100% depth into them because some of these other slides that we taught we touch subjects on are going to go into more depth on these systems or the applications that we use. So I just kind of started off with how to get to G sure mess obviously by going into UPSers clicking here their CC our main dashboard.

It's going to open it up to their dashboard how they can access to a claims page. I also put this part in there how they can filter by and making sure that they're filter by by the workman's comp claims when they're doing their searches. I think we need to change the a slide. Change what slide this one. because I don't think we have the same view when we go to UPS, UPS, UPS, or ledger, I think we have, yeah, I think we don't have the same view right for you.

I think now we need to go through the address. Do you guys have that? That part, yes, but when we log in, there is a different view. So your view will look different than this? Yeah, let me, let me send you a screenshot. Okay, I don't know maybe because now in world that we show like a terminator so I don't know maybe it's based on data.

Yes, I know they don't have a continuum workers journey so our view will should should be different now, but yeah, that's okay, we can add it. We only see the Elchon UPS University to mid-sales elite, basically, and retirees of the center. Okay, so we could probably go, so can you guys still access the applications? Yes, application, yes. So let's try this. No, it won't let you guys, well, hold on.

Yes, okay, so we could add it this way if you wanted to by going through applications and then going to do G sure miss this way. Can you guys see it that way if you go to applications on your end and search G sure miss. Let me try I hear right now. Be sure. Oh.

It's happened the same way, but no look

No, it doesn't show. Yeah, no

Yeah, if you just type it here, it should pop up down here unless your guys is views completely different from us now No, they say application of the phone Yeah, I think we are continuing workers and we don't have the full apps John, I think could you share your screen and show me how you guys get to Judy Stormis then so that I can take screenshots and get that updated? Well, I have I have the link and save it to be honest, but no, you can do it.

And you can show the open and you tap.

Okay, you tap. Just type my apps. Here or an application. No, I'm exploded. Oh, you guys go through my apps. Yes, that's the way. So here you say here. Yes, that's right. Just write my apps. Enter. Open the first link.

And there we'll go to the G-Sharmas icon. Yeah, that's the way we have now to access. Okay, so let me look and see if I have this fight and get to G-Sharmas through.

See, and we cannot access G-Sharmas the way that you guys do it through your app dashboard. Oh, yes, we can, just kidding. Okay, just kidding. Yeah, you will have that issue there that will happen that's normal. You can just open that again, and the error will disappear. Just close it up and do it again. Okay. Now, yeah. No, it's working. Okay. So I will change that slide then and get that updated. How you guys get to do sure miss. Thank you. Yep. No problem. And then so by doing that.

And I'll kind of I'll keep your guys is dashboard and stuff and show you get to the claims and how to still filter by. But I'll get that other one updated and then work day. So I'm assuming you guys can't get to work day the same way either by going to the main page. That's, that's correct, crazy. We are accessing to where they throw my apps to or to you share this. Okay, so can I, let me share my screen real quick then and see if.

Okay, can you guys see my screen? Yes, we can. Do we even have work day on here? Yes, at the end. It's one of the ends. Well, I don't know. We may not. Yeah, I don't think we can access it the same way that you do. So, let's go ahead and. When you go to your app stashboard, can you send me a screenshot of that where Workday is on your app's page, so I can update that for them here as well?

If I could you help me with that, please? I'm getting more work. Or if you want to share the screen, I can go ahead and just get the screenshots if you'd like.

I'm sure, just give me one moment. Okay.

Well, he's working on that. Can you guys still see my screen? Yes, I can see. Yeah, taking his screenshot. Okay. So also I went ahead and added service now in as well since that's a new thing for you guys. So I went ahead and just used. The link. The link. And hopefully that works for you guys as well as it does us. And then I just kind of. I added these screenshots of where to go, how to get there and these are the ones that Fabian had given me so they should be the same way you guys access it.

And I just took screenshots of your guys is dashboards of where to access. And that is all I touched on with service now here just introducing the program. And here is where I kind of introduced Iris. But again, I wonder if you guys can't access it through the application's page. Can you check on your in Jonathan if you can access it for the customers? For sorry to interrupt. So for Iris, we have the same way. Through your patients. I'm just saying. Okay, perfect. That's good then.

Okay, so that's what I did there. So I just kind of showed everybody how to get there, what it looks like, getting to it, and then once you're there. Again, I'm gonna touch more on this one in another slideshow that I'm doing of like I'm gonna teach how you guys can add folders, create your favorites, and as well as looking things up on Iris.

Then I touched on one password, since that's kinda new for everybody. So I went ahead and had you guys access it through my apps because that's how we access it as well using a screenshot once you get to the app, where it's at.

And I'm assuming you guys have to sign in through Microsoft as well once you get there, is that right? Yes. Okay. So then I did the whole send notification. I didn't put the whole password part in there because I feel like that's just kind of going to be a flow with the go.

And then I went ahead and did the screenshot of where we need to go to get to the medical providers. Because you guys don't access anything else within here. Do you besides that tab? Just make up right there. OK, perfect. And then once I did that, once we get that open, it's going to pop up here to our search page. I went ahead and put that in there.

What else we got? And then I touched on wrist track because this one's kind of a little bit complicated to get in. So I went ahead and showed where we could search it through one password and then where to click once it pops up. How it obviously gives us that authentication method once we get there and then once we get there.

We have to click that and then I kind of showed them how to get the click the claim number in there and then what it does and making sure that they remember that it has to be a WC claim number or just isn't going to work. And then I just kind of went through some more steps on this one. I think I touched more on Liberty Mutual for wrist track on this one so they can kind of get a just on how to do that. And then I kind of touched went back on to one password to show how to get to the provide the provider portals kind of the same steps, but then also showing how to

get to them. And then I did Outlook, which I didn't do too much other than just showing them that that's kind of where their workflow is going to be every day and then just the basic location knowledge of outlook right here if you guys want me to add more email stuff like let me know but I don't know how much other than just receiving and sending emails that they'll do with Outlook.

Yeah, I don't, I'm pretty sure they don't do too much. Like, uh, okay. Yeah, did they only see their absence, who's, who's, who I agent is off, just to not transfer calls. Um, and they were flowed, but the Liberty municipal code. Do they get the wrist track passcode out of outlet too?

I should be in the chat. Oh, I was just saying. How did you guys do that? or sharing their email from Meredith? Yes, all of the team are getting the email. Once we have a new way, we always inform Meredith and we provide the emails, the UPS emails. And she just update the email with the code. You don't have to ask anymore. that's yes. Can we get added to that email? Okay, so then on this one going back up to Liberty Mutual then I probably shouldn't put request authentication code through assistance chat. I should probably say

check your Outlook email. The more recent email, Jess. Yeah. Okay. So I will update that too.

And then I left the quiz questions that you guys had. The only thing I changed was the first one, which was geared towards ATREC. So I kind of just geared it towards service now with the answers being on the second slide. And if that's okay with you guys, we can leave those there, we can take those off, we can change them, that's up to you guys. Okay. Let's see, I do have, let's see. Okay, so the Entry to G-Sharmas slide, I really did not mess with this one because this look like it had

been done. I don't know who did this one, but it was done pretty well. So I really didn't change too much, but do we need to change now that I know how they get, they get into G-Sharmas a little bit differently? Should we change any of that? Yeah, we will need to use my app's screenshot for access to G-Sharmas, but that's the only thing I think. Okay, so once you get me those, than I can do that. Yeah, sure. I already leave it like the one for

where they on the chat and I'm getting you the one for your sharements right now. Okay, perfect. Okay, so then I will go back through there once I get screenshots from you on how to do this.

Like I said, I didn't do much with this one. Rashana, do you know who created this one? I think Fabian then. Yeah. Okay. Well, kudos to you because you did darn good on that one.

Because it pretty much flows right along with everything. But if you guys see something in there that we don't do anymore or that's not how you train anymore

Let me know, and we can update that.

I mean it does look different now, but yeah, I was going to say maybe the view. The only difference we have is that with the update that beats the Russian request to Peter is the where they option to go directly to where they throw the claim, I think will be easier for. Um, they integrate when they have to do the same work method.

Oh, to add the screenshot of that with the work day on there.

Oh, yes. But that one doesn't, that one doesn't work when you click on it, right.

Going into a claim.

So when we are inside the VPN, yeah, it will work. No, but we should work through Citrix. So yeah, it works.

So once you click here and where they provide, yeah, where they should be open, you can open it on your guys side. Yes, okay. So do we want to go through them and change screenshots of all of these. or do we want to teach or just teach and do not add that here like to apply the change we can just add it as maybe on a new slide at the end yeah just just to share like you know what guys we have this option if you want to go

worthy and the same like it's pretty much the same view I think that doesn't affects a lot of the train.

Okay, so the main page or maybe we can just change it on the one slide one slide right here. I could change it on Yeah, well, hold on though. What's the side of my own?

Hey

Was it

All right, it's sorry you're good

Oh, it's slide 24. 24? Yeah, because I think that's the one where we're kind of going over that specific section. And that's not how it looks anymore, because it's actually down here. And there's more. Actually, I don't know. None of this looks the same because everything's down here and we have so many different more options. You know what, I forgot that they changed it to make it look more simple or whatever it was that they were trying to do. Should I go in and just update the screenshots.

I don't want to let you go to that trouble to be on it. Yeah, I wouldn't. I was going to say that I mean, it'll be a lot of work to change all those. Yeah, yeah. Maybe you just add it maybe you said it went to slide within you. Oh, but right here we have one. Which one? No, that's still the old one. Oh, is it? Because remember they took away the brown banner. So now it's like. Like a light blue. I mean, this is kind of just going to be like a tool to see kind of how it looks.

and maybe while we're teaching this or whoever's teaching, can have them in a claim so they can see what the updates already are. I agree with you. I think this is just a general overview to show them where they can found the task, the notes, the emails, and it will be exactly the same with the same titles. Like, the only difference is the blue banner and that we add the OSHA code in on a bigger way on all claims and they were the option, but yeah, I can, I can, well, maybe the training can just explain that.

Yeah, yeah, I still want to, I still think we should make a slight update on 24 just because Um, when we go over that section, they can see the workday slide or even like show before and after like, well, um, they've updated everything, but this is a new. Like maybe just put like another screenshot right here of the new updated one. Yeah, yeah, I can do that.

just put my note

Okay, so I can do that. And does everything else look okay to everybody when it comes to the g-shurmas. Remedious. Okay, so then I won't spend too much more time on that one because I think that was pretty self explanatory. So the next one was the intake phone calls. This one I am still waiting on information from Fabian since we no longer have the a trek or not a trek avaya. Now, I may have to do some more updating here because you guys can't. Can you.

You cannot access workday through the applications, right? Yes. Yes. Well, we can just access where they throw my apps of Microsoft. Yes. Okay. So I'll have to update that one. So then there's work day. This is just kind of showing them how to get into it. What the summary page is going to look like in workday. It's going to lead up into for them how to update any of the home contact information whether it's their email address, their phone number or even their actual address. It's once you hit that edit what areas you can edit and then how to just save it.

How to update the Social Security numbers by going to the ID tab using the my government ID and their employee ID number shows there but I blocked that out. And then once you are able to hit that edit, you can go here and edit them. at them. Now, something in Workday, I don't know if any of you guys have noticed this recently, but it looks like we have a blurb up here that some of this stuff might require them to submit documentation once this changes. I don't know if you guys saw that.

No, no, crazy because we don't have the way to update those. Well, like before, the way we have, For example, if someone calls intake to request an update on that, we mentioned just to go to my HR and submit the process through through there. Oh, so you guys don't update any of this stuff anymore? Well, no, we don't update it. We would show them how they can update it. Okay. So that's what these instructions are for, but I don't see the notes on here anymore. Oh.

uh

question. Um, so the slides that were here before, did those get deleted? I think on accident they did because I, yep, I think I did. Are you talking about the ones where it tells them how where to go to update it? Yeah. Okay, so I was trying. So I did delete those because when I tried to go do that. Did not allow us to do that anymore through my HR?

I know what you were talking about. Yeah. Hold on, I'll show you because none of those steps correlated with anything that I followed along with to try to get to anything. This is what we get when we go to the my HR. Oh, there it is. Change my data. Okay, so that's where they would have to go to do that. That was not there the other day.

Oh, and then this is where they would go to change all that. So instead of putting all that in there, because I thought intake still updated that information. No, I didn't think intake ever updated it and if they did, it's been a really long time. So the instruction on this one is for them to walk the person through it. So while they're on the phone, I think I might have this one saved because the only thing is because there's notes on the on a lot of the slides, not all of them because some of them we just work right from the slides, but they have like the facilitator notes on there that that we read as as the slide is up.

So, let me see, I think I have this one back up, but yeah, so these we would just say, you know, we're talking to them, if they ask us to change it, we let them know that we can't, but if they want, we can walk them through it. Of how to get onto my HR. And then that's they need to take. Okay, so then I can update all these slides with that information of how to facilitate, walk them through that.

If you still have that, those slides saved.

I probably do.

Yeah, Rochana, you should have it on your email once, we start working on it last year. You send it all the presentations to Laura. Okay, so yeah, it would be only your sand bugs.

Yeah, I should have them in a folder, you know, in my.

And take both training system, how here it is sweet.

Because see, I was intake and I did update all that stuff.

Oh, I didn't even think it was cool.

I'm just missing to just double check this with someone here in Accenture and then I would be ready just to send you this. So I have ready just well this is just to let you know like I have ready most of the information for the new tool for the calls. Okay, I'm just missing to just double check this

With someone here in Accenture and then I will be ready just to send you this We the problem is that we have a lot of screenshots of how to use it. Okay, so we'll be kind of long

All right, so I'll get all that fixed. Then that was my bad. No, it's okay. I'm just going to add the notes on here. Okay, yeah. Okay, so then I did kind of just go into here about the three minute rule. I didn't know that existed for you guys still. About not keeping the collar on hold for more than three minutes. Yeah, it is still. Okay, good. I kind of elaborated a little bit more on that one. But I kept all the basic information that you guys already had with it.

Oh, for the three minute rule, hold on one second, because I think that one was for. Let me check the notes. Hold on. Yeah. Okay. So that one is if the caller places them on hold. Oh, then hold on. I'm going to put the. The notes on that one. So that's if the person that called us puts us on hold. Yeah.

So on that one, click on notes under there. I mean, you see it down at the bottom, right to the left, to the left, back to the right. Oh, yeah, we're says, give feedback to Microsoft on that. Oh, down here, got it. Yeah, there we go. Okay, so now so these will be so on these slides, like I said most of them have notes with them. So these are our talking points for. Okay, okay. I didn't even know those were there. Okay, so those were there then I'll leave those there.

for you guys. And then we went into the intake phone call where you guys had the injury claims that are not reported when you get that phone call in. I pretty much just used Iris on this

and how to walk it through. We might have to change this portion of it if this is not the same flow So you guys use with service now. It is the same. It is the same. Yeah. We request a very not to just add for us the templates. Okay. We have it. Okay. Perfect. I'm glad that that followed along with you guys then. And then I left this on here for you guys to the employees call back. to run their G-Sharmas. Everything's in here that you guys had.

And I kind of left that. The intake phone call is just like the way it was because there was no questions quizzes or anything like that under here. I think you guys have,

is that word this one? Oh no, that was for the G-Sharmas one.

Now, on all these iris ones, did you guys have anything or did you literally just take them to the iris and read through it and go over it like that. It's gone through iris. Just going through iris. Okay. Because I didn't see any slides so I wasn't sure. See, then we had the safe driving. So safe driving. I left the safe driving also as well. There was only one thing in here that I want to make sure that I'm not mistaking this one. Okay, so this example, I think we need to put a little bit of a blurb in here because,

second. On this example that's in Iris, it does state in here. I'm just going to bring my Iris over here. So where it has the example where the accident was on 1220 and returned from leave that 330 and a new award date, I think we need to add a blurb in there because with this example, I'm on over. It says on here. It mentions that he had an incident. See here we go where's that. The driver must be accident free, eligible. Gosh dang it, where was it?

No, that's not even the one, is it? That's the same one. Is it? Yeah, those dates look familiar. Don't know what's right here. OK, so this one was where the accident date was on 12, 2021. They had the return from leave on 3, 30, 21, which reset their anniversary date to that 3, 30, 22.

Since there was an accident between the real turn from leave date and the next anniversary date, I feel like the. It's example that part needs to be in there because I feel like it wasn't in there. It would change the new award date on here. You see what I'm saying with that little bit of a blurb. I think so. Yeah. Because if I feel like if once intake reads this and not that they're probably even going to understand most of this from the very beginning. But if they were that might raise a question and be like, well why?

Yeah, I was confused. I was confused. I was thinking like because it skips like in between a whole year. Yeah, yeah, I was thinking the same. I mean, even for me, it was confusing at first. The Russian has claimed to me now makes sense. So do you think I should add that blurb in there? Yeah. Okay. I just wanted to make sure I wasn't just reading and feeling like I was seeing something different. Okay. So that was it on the safe driving. I left save driving the way it was. I will get that blurb added in there. Oh, here's the service

now one that I created based on Fabian's help as well. So service now, I just did those main screenshots we touched on in the welcome and the intro showing them how to get there to their dashboard. This goes into a little bit more where it will show you how their actual cases that are assigned to them once they're there. If they click on the blue hyperlink, it will actually open it into their new tab. And at this point, it will.

Oh, yeah. It'll open to the new tab. So on this one, we have to click injury. Make sure that I'm, baby, and I'm going along with this right. Because again, some service now is not. No worries. My expertise anymore. No worries.

Okay, so that's what it was. You have to click on when you open it, you have to click on the injury part of it. And then what's then you have to click start work to be able to do anything on it. Okay, that's right. And then you can toggle over to the email tab, kind of get did an atrack and you can view the details through here. Yes. And that's by showing more when you scroll to the bottom and hit show more, it'll give you everything, all the information of the body of the email, correct.

That's correct. Okay. And then

Moving through that, you can click on the attachments thing to attach kind of like we did an a trek or if you have the attachment up within your files tab, you can just drag it over and attach it still the same way. Making sure that our two section is still going to be through that live origami. And then making sure we still use the brackets with the claim numbers. And we can send the email once we have everything attached to it the way we need it to.

Yes. Now except now we have the extra steps that we have to do. going to the different subcategories and choosing what it is that we're doing in that email, and then also going to the other resolution category and selecting complete, correct? That's correct. Yes. Okay. And then from there, we close and complete

the service now email. Yes. And then moving from there, if okay, so this was teaching how to create a new case for probably more along the lines when you guys are working in center, is that right? That's right. Okay. So, and basically from your tab of the service now email that you have open, you can always just click the plus sign and it will automatically bring you to creating a new A-track, or sorry. So, I'm sure you're as burned in my brain.

And then from there, we have to enter the employees ID number before we can even move any further. Correct? Yes, that's correct. That's a mandatory step. Okay. Moving from there is when we are to fill out these two fields and they are required with HR medical case and workers comp. Correct? Yes, correct. Okay. And then also on this one, the caller validation, we're always going to choose no when it comes to Concentra. Yes. Okay. Now when would you guys I'm and I don't even know why it matters, but when would you guys choose yes on this? Would you guys ever even

work any cases in here as an intake rep where you would have to choose yes? No, no, not for us. This is just more intended for the other departments are using service now and when they have to create cases throw phone clothes. Okay, perfect. Yep. Um, Fabian or Jonathan, we're on side 13 or it says enter the employee ID number. If it is not, they're correct. So I remember there was that one case that was really crazy because we couldn't. Yeah. gender. But if employee ID number is wrong, say like it's off by one digit, does it recognize that

and it will not work if the employee ID number is not correct? Yes, that's right. Okay. All right. This is linked with wordy. So it will provide us just information that comes from wordy.

So if the employee ID is wrong or is missing one number or whatever thing is incorrect, It will not let us create any case, like, any, yeah, any open case on service now. Okay, all right. Is adding a little. Okay. Adding a little blurb. Okay, so then that was where we click no for the caller validation. then the next slide touched on having to fill out the short description and the description fields basically with the same thing. We're going to do the CMC and the date of service probably that

we're attaching. Is that what you guys are doing? Yes, that's right. Okay. And then clicking on create case. Say on that one. Okay. Then we have to go in and choose injury auto for the category. Is that correct as well? That is correct. Okay.

And then also we have to, now we assign it, you assign it to yourself if you're the one create the case. That's correct. Yes. Okay.

And then from assigning it,

we have to also put the claim number is the external ticket number. Is that right? Yes, that's right. This is just a recommendation that Sarina gave us in order to link all the future medical cases to the same claim. So when this is just for us like for management team, when we tracked reports to Excel, it gave us directly the case number in which was

like linked it. So it's very good because in that way, we can see, for example, how many documents are uploaded by an agent on the same plane. But yeah, it's just for reports. Okay, perfect. And then you would also have to choose the HR case type, which would be injury in this case. Yes. All right. And then that's when we would just click the ready for work now.

Yes. Okay. And then we would treat it kind of like any other case that we had. And we would go ahead and go to the emails tab. We want to fill out the two field as well as putting the claim number in the brackets and attaching anything that we need to and hitting send email. Correct.

Yes, that's correct. Yay. All right. And then this one, it kind of confused me at first when I saw it. So we want to go ahead and hit just hit send. We kind of just ignore the subject part, even though there is a subject, or do you guys add a subject in it now?

Well, normally we should have maybe that was a mistake from the agent, but always we will have a subject. Okay. Yeah. Okay. We might want to put a blurb on this one then, making sure that we We make sure to always have a subject. Yes, yes, because that will came on on this year is as the name of the email. So yeah, that would be also easier for the ICM reps in order to know that that was the make a document sent by intake. Okay, perfect.

Um, then once we've done that, you guys have to go to the resolution category and to resolution notes and something has to be entered in those. Oh, and then you can hit the close complete. Is that correct? That's correct. Um, now does it matter what goes in this resolution category? Yeah, I think you can use the same at the top for the first process for. All right, in bone. Okay. What is some of your guys' options you have for the resolution category? Just curious.

If you know off-shop your head anyway.

I couldn't tell you. I think. Oh, sorry, I was talking in mute. Yeah, I'm a polo. Yes. So yeah, on resolution category, always we need to select. The specific option that we have that is resolved complete so probably the agent that was helping me with the screenshots for the album cases means that needs to choose the display options and doesn't show us the options but are basically the same that we have at the top of your presentation for inbound so we can use the same. Okay, perfect. The one that says result complete and yeah,

I'm sorry I was talking about. No, you're perfectly fine. I was thinking Where did I see that?

I can I know I saw something. Oh, no vote up a little bit up a little more. Yes. I think is the 10. Is it 10? Yeah, I think. No, it's not that one. So we'll be 11. Right, it is right here. Yeah. So I could probably essentially just move that down. and copy it into that next one. Okay, I can do that. I will do that just so it doesn't look so confused because I was confused on this one. Okay. Yeah, I'm sorry. Thank you.

No, you're fine. You did a great job, thank you. So everything that's in here, we got done, is everything look good to everybody in regards?

For me, yes. Okay. You guys too. A lot of stuff, a lot of stuff, but yeah. Yes. Man, there's a lot of things. You guys do a lot more with service now nature required. Yeah that that was something that the agents just just alert us when they are doing all bones because it's taking more than expected because they need to feel more more more things. So for the APH. Yep. That's something that made me mad. Okay so consent reportal.

Okay, so in regards to the consent report, I pretty much took this straight from Iris and added in the screenshots from the portal as well. Letting them know that you'll need access to the portal, G-Sharmas, and ServiceNow in regards to Concert, Concentra, I can't even talk today. Okay, and then the documents that are needed, which is the Entry Active Status Report and the transcription, and obviously giving the irisarticle for them to follow along with that. Again, teaching them how to get into the one password to access the portal and looking up Concentra.

And then to click on this one to actually get it to open. And then I went ahead and took some screenshots of Concentra of where they need to go, showing them how to go ahead and get to that very last page. Is that how you guys still advise them to work in Centro?

Where do they just go in and work wherever they want?

Uh, yeah, they still need to go to the last page in order to work from all this to newest because the last page will have the oldest. Okay, perfect. So I went ahead and did that, huh, do they still commute? Like is it communicated on who it works each page? Like is that all? Yeah. Okay.

Okay. Good. And then on the next one, I just advised them how to navigate to the last name, copy the name, enter the employee's name, and be able to search it. Of the name of the person they're choosing to work on. Having them to select all the documents that were. For that data service, which I guess they could have left the 813 off and did the 910, but. There's that part, then once they get it, they can click that reviewed tab, choose the most current day, date first, and then checking, make sure they check the files of the

the G-Sharmas section to make sure that data service is not going to be a duplicate. These were already in there. So I just kind of carried these over the screenshots of how to match the medical to G-Sharmas. And these screenshots were also already there, so I just left them on how to look at what to look at on-consider medical versus the different places in G-Sharmas, confirming their next visit.

Probably could get a different screenshot on here of an actual document that shows the visits down below, but I just carried that screenshot over.

Then for them, teaching them how to download to print it, So I just showed them what, for the two buttons that they'll have to click to download to print.

And then,

that they'll repeat each step for that visit.

And then here, okay, so here was the other part. I know we do not have the H drive anymore. Where are they supposed to be saving their consent or documents to before they attach them to their service now email?

Fabian, Jonathan. Sorry, I wasn't mute. They are saving the files into the doughlands of the computer. But the instruction is to also save those in the shared drive that we have that is over secure drive. And then they need to delete all what is get done landed from the computers for security policies of UPS. So that's something mandatory they have to do all days. And yeah, if you want to can send you the root of the share point folder, but I'm sending that right now, okay.

Now the only other thought I had is did you guys want me to get more detail with the concentric steps by because obviously once they save it kind of we need to tell them where it needs to how to be processed next with the service now part or do you guys just want to direct them back to the PowerPoint of service now.

From the creating an email part. Yeah, I think that's fine, Chrissy. I love your presentation. It's very complete during training. We can just stop in in bounds and then just finish servicing a concentra and then go back to this presentation and start with albums. I have a, yeah. I like it. Okay, so if I can just get the routing of where you guys save so I can add a actual screenshot here that will be correct. Sure.

I'm doing that right now. Okay.

Does everything look okay on the concentric side? Does, did I miss a step or could clarify anything else? It was perfect for me. Okay, really great. Thank you. All right, so then from Concentra, we did the accident change request. And I pretty much left everything that was I just. Did my little slides and at the different things to it, but I kept all of our screen shots that we had already previously had and just put them all together. to put them all together on how to work through it.

Everything looked good here to me on this one. I followed through Iris just to make sure none of the questions and stuff had changed.

Everything seems to be good on this one as well.

Let's see.

Showing them what they can and can't change in the claim. Now I don't know if things have changed for you guys or what things you guys are directing them to change. Because I know Iris doesn't get very specific and there's been questions before on what they can and can't. So I figured you guys will be able to navigate for them on exactly the different things that they can run across when they get more into them.

Yeah, definitely.

And then saving the claim, saving the information.

The no changes needed part. Just going in here, change request documents, edit the change request.

Yeah, see what else, confirming the change request, making sure that that note appears once they've done the change request and that was all that was already in this slide. Do you guys need or want me to add anything else to this one?

Nothing that's coming to mind right now. Now the remark library, do those look like the all the updated ones that we had had done in G-sermost to this point? I think it is. I was looking at that the other day. Just fine as that's final. Yes, I don't think there's been, at least there hasn't been any updates as far as the intake side of the remark. something something that maybe I don't know team if you agree is to is the per coach think uh for approval or deny it uh or maybe we can just explain

verbally the review with the coach yeah because always well we have instruction from the last year uh for quality purposes in order just to always have or coach because sometimes they are doing what they want at that time right so now yeah now we have but I don't know if we can say that everybody too maybe or that's a note that we could put down in here oh let's see I'm trying to see if there was already something in here I don't think that I think

that changed after okay do you want to go ahead and then just put do we want to put a blurb there just advising them to. Yeah. Yep. Okay. Well, I guess.

Then we had the

Apparently I am not been in or off. Oh, there we go

All right, so the intake escalation process I also left that

The way it was who I don't know who created this one. Do you guys know was this Tavita Fabian me? It was you. Okay. Another good job Um, I didn't know if any of your guys's process on this has changed it all seemed to match up with Iris. Um, no, no changes there. No changes here. Okay, I just wanted to make sure because I know you guys are making some updates to Iris now. Um, other than that, everything on this one was pretty good, and I left that one to be.

So that one I left and I think actually that was all of them the only thing I did this was kind of for myself right now. I went ahead and just kind of put a screenshot of every single Iris article that you are going to go over with them. through the agenda, but I was going to within this is where I was going to show them how they can create a folder, how they can create a favorite, and so forth on this one if you guys

just wanted to use it as a tool as you're going through your agendas. Oh, and I also did this because I'm going to read through each and every one of these iris articles to make sure there's nothing we need to update. Within the service now versus the a track and so forth. Yeah, I think Jonathan already updates all iris articles including the word service now, right, Johnny. And this part of, yes, I mean, I'm talking about there being now and everything. Yes, is there a service now Iris article? Oh, right here.

Making sure here

Okay. Yep. So then that's everything I have right now. Is there anything else that you guys can think of that you would want me to add create?

Is there a different process, Fabian or Jonathan that you guys are using over there on your side now that's not on our side? No, it's pretty much all the same. There's only difference that we have from UBS now is there I get one that is AWS but I will send you that today so no worries. So yeah, thank you. Yeah, no problem. Shana, did you have anything? No, so in the training, I'm trying to see where we're at. So we do have them pull up Iris and kind of get them used to or just let them navigate through there.

Okay, where is it? I think it's in the, oops, let me close this because it's not here. It's in the, I think it's in the intro. I'm intro to do Sherman's. No, no, it's not. It's in the welcome and system overview. Okay. It's on. Okay, let's see. Starting at 14. Yeah. That's where I was like, I didn't know if you guys wanted me to add any more up about Iris there. I could totally add. There where they could learn how to create their folder and do their favorites.

Yes, because that's where because at that point we're saying like let's take a look at how it works and then having them open it up and pull up an iris article. Okay. I was also going to I kept that so what I also kept on this slide because I know that it used to be in there was the standard injured record keeping one. I kept those two slides that were also there. Do you want me to add that back into there as well? Yes. Okay, because I know that is a part of your guys's agenda here. So I can add that into the welcome slide with how to create the folders and the favorites and showing them that specific.

Alright, that's all I had really for today. I think it's pretty close to being done. Are you guys going to be walking through this kind of like a pre training training. If you guys see anything you need me to change update as you're going, I can do that too. Also, maybe in as soon as you get everything to me, I'll get everything else updated and let you know when that's all finalized sure no worries. In the next 20 minutes, writing all will be ready except for the IWS tool, the Amazon tool.

Because maybe that would be sent by me at the end of the day. Okay, perfect. No worries. Now that we are all here, I just have a question because I'm working on that Iris to to have updated the over phone call tool. Let me share my screen just just to make sure you can understand what I'm saying. So this is the Iris that have before. the AWAIA and the process to transfer phone calls that will be updated at the beginning of the document. But now we have those employee service menu options.

Since we don't have the menu options anymore, can we just leave? This is something that I was talking with Rochana and Juni before. Can we just leave the phone number that appears here? and the options that they will find on the schedule time, and that's it, right?

Yeah, so I would definitely get rid of those other options, like the option 010203. Yeah, because those won't apply at all, and hopefully the hours are still right. Yeah, I agree. And at the end, we have the internal connection options process. Basically, this is a resume or a summary of what is here. So basically, we also need to delete this, right? Okay, this is still valid. And this one, this part also needs to be removed because we are not sending calls to the queue of other departments. So also this needs to be removed. All right, that's, that's all my questions now.

Okay, well, and Chrissy, that is a good job on those. Well, thank you. I love it. Thank you, Chrissy. Yeah. No worries. Tina, I want to ask you something. I mean, this is something different. It's in the screen. I just, I don't know why I open a claim. I don't remember the reason. But it appears like a claim summary. I don't know, this is on T-new. This happened just to me. I just see it. What is that? Damn. It's a plane summary. It's like a, I don't know.

That's what happens. That's when we are going to the clean. Oh, I guess it's a summary from maybe the carriers. Is there now? I mean, Let me open a new plane, yeah, you want, you can, you can share your screen, it would be better. Oh, look, this is an A, a generic plane summary. Use like that and refresh his, oh my god, this is. But this is new when, when this happens. Well, then now we got a. correct. Like some claims we bring it into with the IEI summaries have been on a total different

employee in a total different injury. Yeah. Yeah. Yeah. What is this? I used to open because I was checking a new claim because I didn't dispatch today. I was looking to for a new claims and did that happen. Oh. I like. So Chris, you're thinking this is like one of those AI things like. Yeah. I guess the biggest part would be just glancing through these just to make sure it even matches who the person is their age, what they're employ, or what they do because sometimes they're not right.

more plan just not only on new claims oh look this is like it every can't look this is like something is vlogging here yep I just might look like that too let's try the pool they just happened right now I mean I didn't see anything in the morning I mean neither huh well that's interesting I see a log in, but maybe because they have more information, maybe it's about to say, okay, now you see it, Clay Summary. Oh my God, look. Yeah, let me see where the limitations.

Up to 20 image, hello, each no larger than, okay, no more than in. The claim is added and the claim is received a temporary disability. I've documented this AI-generated claim summary uses live data and refreshes each time the claim's opened. It pulls from standard claim fields related. Oh, son, they're adding some AI features. Interesting. Well, parties, police, police, police. And they told me he has been a temporary attorney. He worked here daily with a restriction. Oh my god. it's pulling from claim fields. So I was not going to say how do we feel about using this to

confirm treatment beyond first aid because I can see. Yeah, for example, look therapy. Yep. I will profit a hundred milligrams. I mean. Yeah, that would be not so good since in the limitations that we have states that up to 20 images are low and up to five documents. Hello.

I don't know how I feel about this yet, I just saw it, I mean, what is what is going on when this is really new? And if this stuff actually matches up to any of the documentation medical that's on here, but I mean we would really have to keep our eye on that summary to even be sure that it matches the employee that they're talking about. just before using it, just make sure, yeah, like you see. say like everything match and this could be just like we're

for in the care and we need to find it in the CCN or the actual document. So, hey, go to the claim notes on that. Look, there's a whole bunch, well, the one that I'm looking at has a whole bunch of AI generated summaries now. Oh, no. and create a lot of notes for

wonder if yours does too

Yeah, I don't see your ears looking like that, but mine. I don't see any AA notes, like a summary, no. Hold on, I'm going to put it in the screenshot. No, no for me. I just want therapy. I just want to make sure. All right, I put in the chat. So this one. And I don't think I've ever seen a medical note look like this. Like I've seen the AI generated summaries. So they had you in there somewhere from the many. Yeah, so that looks new to me.

Let me share the other one. Okay, the claims are turning into AI generated info. No, this one no, I think it's only here if the information is cracked, I guess that's one thing, but It's not there's going to have a problem

The AI takeover

It is happening

We're all gonna be replaced Yeah

I wonder when they are going to start asking question about this probably today it's coming because it's taking up half my screen yes I mean it's pretty big it's really hard to avoid it too ignore it yeah yeah so I don't know because we're going to have to figure out if we are how we are going to use that if we are going to use it or not that's a very good point because I'm not sure to be honest. I mean I could say like could be

working as indicator to find in the notes or many actual numerical documents but not to use it right away. Yeah that's setting them up to miss a lot of information. Oh yeah because it'll just be used from there.

Maybe that's a new topic of conversation. I think so. All right. Well, thanks for showing us that Jonathan. Welcome. I mean, we would have seen it within few minutes anyway. Yeah, I mean, yes, probably. Goodness. All right. Well, I see all the screenshots. Everybody's guy better get it before this chat goes away. It won't, it won't go away when we get out of this meeting with it. Uh-huh. No worries. Also, I sent to you that through the, through you, your chat, like, our chat. So. Okay. You can find it. Yeah.

Is there anything else on here? Oh, just the cup. This one. For Shauna. And. Shauna, then you're, oh, you were just showing me your guys' screen was different. Okay. Okay, perfect. So then I have what I need and I'll start getting things updated and hopefully finish that through Monday. Awesome. Love it. All right. Well, you guys have a wonderful weekend. Thank you. Thank you. Thank you so much. Bye guys. Bye.

Okay, so that's a very good start that we have there, so um. We have 3C for ICM. I see it might feel like we've paid more attention to and. You know, we've we've we've done more with ICM than intake, I feel, but ICM is going to need a lot of updates. So yeah, yeah, yeah, that's that via thing and well, we just replaced that one, but yeah, we're going to have a lot of updates for that one to actually. All right, so I'm okay, I'm sure I said I'm going back with a question, sorry, ICM.

We can move to ICM, yeah. Yeah, because I'm trying to finish in tech. Yeah. I think I might save a few, say, driving for Monday, just to practice.

I think we can finish intake. Maybe what is left?

Oh, we see. Let me share my screen.

All right, so we were sorry, use a question or phone number is 877-535-0751, right?

Or that's the folks the folks number and I don't remember. I'm from like the right one. I think that is the fax number.

Yeah, I just get that from memory.

that. Yeah. Let me see. I read it. It's been a long time since I've had that number of memoriders. It's been seven five three. Oh, no, is that one? Yeah. Eight seven seven five three five zero seven five one. This is a reference. The easiest claim. No, is the callback number. Is that the for the health care providers only or is that just for regular? Say, say, say number again. So there's a number seven five three 5, 0, 751. Oh, yeah, that's the code, but because the

path is 8772, 5141, 2, 5. So what's the one we give to the health care providers? That's a different one? Oh, wait, no, I think that I think that's for health care providers, since that's the one that is on on all right, there was medical Iris. Yeah, that one. Yeah. Yeah. Yeah, health care providers, we give them a different number that's supposed to be more direct where they don't have to, you know, go through different But anyone else we give them the the regular number

Okay, so we were looking at where we were at so and take change and so we did safe driving that's where we kind of left off and we just saw the presentation. And then so then service now and then processing and voices so we have so we would be here on 10. 24. Probably not event. Yeah, that one would take like a couple of minutes. So up to you. You want to keep going with intake today? Or do you want to move over to ICM? I think I was finishing take.

Okay. Let's do it. Alrighty. Um, processing, invoices. Oh, I don't know if this one needs to be updated because of the service now thing. Maybe, I don't know. Let's look.

Okay, so Jonathan, you already went through and changed anything that had that need to say. Yes, but I don't remember looking to eat these iris. Now that I see it. I don't know. Okay. All right. No problem. But I waited. Why? I checked everything. Maybe at the time these. I was. Archive. Maybe. Or I don't know. It's possible. Yeah. Absolutely possible. Well, now we have a new. Update. Yeah. All right. So processing and voices. Um, and Jato teams responsible for addressing two different types of invoices.

The following information will help determine what type of invoice has been received and how to act upon it. Uh, and trying to speak, so we have a couple of examples and yeah, that's, that's that's going to have to get changed. It's a work in this one, yes. Yeah, okay, let's see how it reads. Okay, so review the different types of documents and look for keywords to help identify which type of invoice was received. It's neither of these bit, they could be invoices for DOT physicals if you're unsure, consult coach.

So invoice for treatment keywords. So I would start out by just telling them the difference right away about what an invoice for treatment is versus medical records. So I would just let them know like hey, you know, invoice for treatment is the doctor went and treated the employee so maybe they gave them some medication. they gave them some stitches, you know, they actually treated the injury versus and so the invoice is the bill basically how much the employee or how much they're charging for that service.

So an invoice for treatment would be the bill from the doctor for treating the employees injury. And voice for medical records is the doctor's office charging for receiving medical documents.

So, and then kind of going over the keywords. So, treatment when you see things like services, exam, data service, DOS, words like visit, health insurance claim form. That's going to lead you to know that this is most likely an invoice for treatment. And then keywords for invoices for medical records. It will say medical records might say document retrieval. Words like per page and copy. These will allow you to click on them too. But DOT is made like a record sue, right or not?

Oh, wait, no, DOT, no, wait, yes. Yeah, so a DOT is more of a treatment, not a medical record. So the DOT's physical is what they, a lot of times what they need to do to get driving. Yeah. So they have to get these physicals done called, and the DOT stands for Department of Transportation, just in case that's asked. But so they have to get those physicals done to make sure that the doctor says, yeah, you're good to keep on driving on the road.

So, and a lot of those will say DOT on them, like DOT physical. So neither of these fit, they could be invoices for DOT physicals. and if you're unsure, consult a coach.

Okay, so that seems fine here.

All right, so processing invoices for treatment. So we do know we're gonna need some updates on this. So review the information on the documents to locate the correct claim in GCermis. If medical documents are present, attach them following the process for attaching documents to claims. Identify the work comp carrier based on the carrier claim number. If no carrier claim number is present, reach out to the health and safety manager for assistant. Okay, so by doing that, it's saying forward the email with the attachment. Use. Okay, so.

I guess the service now has templates, right? I think, yeah, it's right for me.

Okay, maybe you step away for a minute. Okay. No problem. Okay, so it'll just depend on if there's templates and service now. Okay, so these steps will be different. So whichever it is, it's basically saying we need to forward it to health and safety. Okay, so if the carrier claim number is present determined who the carrier is by using the chart below. I wonder if this is still the same. Yeah, it should be. Well, I don't know. WC is at the beginning of the carrier claim number because I've seen some Ohio claims where there's actually a WC and the claim number.

your claim number, which is different. So I don't know, I don't know, I don't know. I'm sure what I want to say. Maybe, maybe, maybe it's not an Ohio claim. Maybe it's because there's a Kentucky claim, maybe, and they were treating an Ohio, I'm not sure.

Sorry, Tim. I was away, um, that's my favorite for Danny. Uh, I would be back on the meeting. Uh, just give me probably 10 or 5 minutes until I do a phone call. And then I will be back. Okay. Okay, dokey. Hi. See you later. All right. Bye. I think we need to. I was indecided because I don't know why we need to change. Yeah, like this part definitely as far as forwarding that's going to have to change. Let me see if there's anything else. I think they took about the colleagues.

I think it. I don't know. Of course, of course, forwarding the asterisk. To build a. Okay. Now it's no. It's no forwarding. Now it's reassigned the case because there's no email. So we know this program will be easy. So we can still get things to bill pay, right? Yeah, yeah, we have. I updated a night is. And let me make sure. Chris. Because I said, okay, because the idea was probably safe for, the world in HRA emails to my HR case management. Now it's called the reassigning service now,

cases to the appropriate HR support group. So they know forward email, they have reassigned so they need to change it to the another center. But we have bill pay, bill pays will be the group, group, bill pay, COE, HR medical case, and the new HR service bill pay. Yeah, but we still reassigning those to bill pay. Okay, just in a different way, but just different steps. Okay, so yeah, so the process will still be the same but just different steps.

So basically we're gonna look and see is the medical, so if they've attached medical, so processing invoices for medical records. So this is when we've called and requested a medical from a provider and they bill us for sending the documents. the documents. Sometimes some of them don't. So the first thing we want to ask is, okay, is the medical attach to this invoice that they've sent? Okay, if the answer is yes, they did attach a medical, then we're going to attach the documents following the attaching supporting documents to claims.

I'm probably need to add the iris number there or link or something. Consult a coach prior to forwarding to bill pay, so that way we can approve the charge. So usually we would go ahead and say yes. I mean, if it's some outrageous amount, we might just ask them if they'll cancel it. But usually if they're not money, yes, and I'm going to approve. Yeah, normally, but yeah, if they sent the medical with it, then we'll usually just approve it. Now, if they sent us a bill,

I know, I really was thinking about it. I was like, oh, look at them making ice coffee. I already had one large coffee this morning. I've had some Starbucks pumpkin coffee, It's delicious. Oh, do you really have it? It's not as delicious as it has to be. You know, do you know when when my fall starts September 1st? Absolutely. Oh my god. I was thinking they just is going by season. So yeah, I like to get started a little bit early. I really, I really want to try that pumpkin spicy.

It's good. I got that. How you see? It's it's pumpkin cream. Shaken espresso is what I got. And it has like oatmeal in it. It's good. It's not as sweet as the pumpkin latte. That's too too sweet to. Yeah. I don't like my copies too too sweet. And I like it to taste like candy. I always drink coffee without any sugar. Oh wow, you're super grown up. My parents teach me, oh my god, my parents drink coffee. For me, I start like, I don't know, like, let's say, 12 years, I don't know.

But I start drinking like, three, four coffee per day. even a noon. For example, we have a saying here when it's really hot, maybe the heat is

like it's terrifying, you drink a really hot coffee and you want it to be like fresh. Oh wow. And my parents teach me that. I mean, to drink coffee is really hot and noon. And when it's really sunny. Okay, I drink my coffee. Usually I usually like to start my day with a really hot, cup of coffee, and then my later coffee, I do ice, but I do like my coffee really, really, really hot. Yeah, I got no sugar, no milk or anything. Oh, man. I'm not at that point of

life yet. I don't feel like I know. No, I feel like I'm doing good because I don't have to have so much like cream and sugar in it like I used to and like most coffee shops just make it too sweet so I have to do as for like half the sugar. Yeah okay. I mean you're a serious coffee drinker than you're not playing around. Mm-hmm. No, no, no. That's cool. You know why? No, I need to make some copy. Yeah. I know. We'll take a break in a little bit of how you grab me a cup.

Um, all right. So if they send us a. Yeah, if it's, if they do not attach any medical documents to it to it and they just send us a bill like here pay this before we you know they're asking us to pay it before we get the document. So we're going to basically continue to contact the health care provider or a biller so we would skip down here and we're just basically going to call them and ask them to cancel. But now if it's a request from MRO we're going

skip the phone call and go directly to sending the approval to bill pay because they do

give a cancellation fee. Yeah, so since we know that about them then we're not even going to call and ask them because it's because you already know about them. Yeah. Okay. Yeah, so that's why they're on here so we know they they charge a fee so we'd rather just pay for the medical documents and then paid to get nothing. So okay so then we'll Spyox will see down below so now if it's not MRO and they sent us a bill for documents that they did not attach we're going to contact the health

care provider using the information that's provided on the invoice and ask them to cancel the request. It says prolonged hopes will happen, be sure to stay on the line or try back a later. So never close a document without resolution. Information to have ready. When you call so it tells them the date of birth, the employee's name, and the voice number request ID.

Hope they means that.

All right, so then if it's Syox, we see we've seen those.

Yes, okay, that's the right moment. Yeah, so for Syox, so they have what's called the regular invoice that would look like this here, and then they have what's the prepayment invoice, which has this little bar pair full payment required prior to release of records. Oh, I was saying it looked the same for me, but now it's either different. Yeah, so sometimes they'll send us the prepayment. So prepayment invoices should be automatically canceled. Cancelation can be completed in one or two ways. You can call their phone number here.

Or you can send an email to that email address. Be sure to include the invoice number in the cancellation request. requests. Once email is sent, move to document the invoice and use show miss. All invoices over $25 are required to be billed for prepayment. If a prepayment invoice is not received and the charges over $25, then they need to consult a coach. She we're dealing. Still don't know if I've ever, have I ever I'm trying to think because now these are really the kind of consulta coach things where it's like

it's never really happened so I'm not 100% sure.

Okay, so if they're if they're over $25 they're automatically going to send it as a prepayment, which it should be sent as a prepayment.

I think we would just have you call to cancel it or have them call to cancel it if that were to happen. I hope that never happened. Yeah, me too. So, yeah, we go ahead and take care of the regular ones because they're supposed to be under $25, but, you know, and then the prepayments, I said, if they're over 25, they'll send the prepayment and we just cancel those. I would say just just go ahead and I will pay for if I will pay for that.

If I pay $85 there. Goodness. Yeah, I would definitely look and see what it is like if it's something that we just do not even need. I wouldn't. Just cancel that. For invoices from share care. A cancellation can be completed one of the two ways. This phone number here, on mine form, once email is sent, move to document the invoice and that should be the sureness there.

There is a live chat option also that can be used. Once email is sent, move to document the invoice and the sureness. You know, I don't really know if anyone really does these steps here, meaning noteate that it was done on the claim, because I'd never see notes like that. So I would almost think that someone like intake does not do that step. Now I don't know exactly how important this step is, but I think it would kind of

I guess tell us what you have, have you seen that? I don't really see that before. Sorry, sorry. Once email is sent, move to document the invoice in Shermys. Well, no, we don't leave notes on G Shermys. And now that you're going to ask me this at the beginning, I think the last science thing that we saw was three months ago, but it was just one, I guess, and the process was different. So, you mean, when you say the process was different, like they're fun number or it goes through phone number yeah so this number does not work for them

I don't remember pretty much well let me see let me let me take a look first of all on the tool

and let me take a look on service now because we can track our our cases so I can just write science and that way it's supposed to give me the cases if we have one.

I'm gonna see what happens like oh oh it's not even called science anymore, it's advanced, that event, that event. Oh my gosh, we need to change that.

But I want to, I want to see a natural limboid that say, then your name. So I give you no. Well, let me see. What is this? Okay, so I bet that. Okay, so I'm thinking this probably isn't good anymore. Also. Oh, yeah, you're right. Sorry, it wasn't my mistake. It was not Sykes. It was another provider name. Yeah, Rushana, if you want, I can show you my screen. Yeah, we don't have any cases with Sykes. Yeah, what about that event? That event was, that event appears on one result for a case open back in 2025, but it was for the department of exams and it was related to the category DOT physical exam.

So, so no. Okay, and let me take a look on our last stop just to make sure. Let me open Salesforce on the other one, the chair, chair, chair. see sales boards here. All right. Superbizer consoles, iOX,

pop-up, search results. All right. What is that?

I ain't coming for me now. The last ones are back to 2024. so probably yeah we need to change that from there okay so we don't get sionts anymore this was from you we need to 2023 yeah no more no anymore you're All right. Okay. And then, what about MRO?

MRO, let me see. Because I was reviewing, I remember, I was reviewing something with someone for an invoice because we received an escalation from Sabrina in which she said, this is an invoice. is not something that you need to send for exams. So I need to review it with an agent by Iron Remembering. Actually, at this time, which was the invoice department? Well, like the invoice provider, sorry. Bill, oh, OK. But yeah, let me take a look to see if Emerald is still one hour. No, it's all related to exams. MRO. But yeah, this is still valid. Probably we can have one if we are getting recently cases on the exams department or test results. So probably in one moment we can just get an MRO invoice for us.

probably. I would say to keep that one but the science one, yeah, needs to be out. Yeah. Okay, well, that makes things easier.

Okay, did you still need to share your screen, Fabian? Or you want me to go ahead and share? Oh, I didn't. Oh, my God. Yeah, well, let me, let me share my screen just to see what I saw. Because yeah, so this is my service now screen that is a little bit crazy because they have a lot of things open, but yeah, you can see that we still are getting cases test results on exam department that are working progress a way in a sentence means that they already close it in the last 24 hours so yeah we still

getting those probably we can have also an MRO, MRRO invoice, so I will say just to keep that open we have 141 cases that includes MRO, so probably we can have one day one and maybe if we delete that information will be kind of hard to understand the stats so I will say yes we can keep it. And also when I was doing the last search with Syox, yeah I found some from 2023 as these ones some others for 2024 but no any other recent case. And you said you didn't find anything for

that event right that event to yeah also I can do it here uh that uh who was I'm sorry can you spell that for me yeah just like that uh no okay we have locations but it's okay okay Those are the locations that we have save it on the system when we create cases for these type of people. Basically, just to let you know, like once you want to create a case here, it allows you to have a lot of spaces or fields to complete information.

So maybe in one time a goal someone received a case from this location and they save it. into service now, and that's why it appears here, but we don't have any cases, zero cases in HR. Yeah, and we definitely would have by now, because I'm looking at merged with Syox in 2021. Yeah. Okay, all right, well great. Then there's less story about when it comes to that. Yeah. Fantastic. Okay. Cool. Yeah. Good catch, Johnny. Very good. Yeah. You say it is. You say it was like some time to read that and explain that.

Absolutely. Okay, so that's good and that's one thing we can get rid of. Okay, so we can keep the script because we still wouldn't have to call the provider so we would. Get rid of all of this so we would keep to here. Get rid of this. Get rid of all of that and then. keep this as this tells them how to request the cancellation. Okay. And then so they do have to ask if there will be a cancellation fee. So that's important because we don't want to pay a cancellation fee.

So yeah, they need to ask, will there be a cancellation fee? If there's a cancellation fee, do not cancel the request, follow these steps below, or no did not agree to cancel payment or there is a cancellation fee. So here's the question, do they agree to cancel the payment? If they say yes, they agree to cancel the payment and there's no cancellation fee, then follow the steps below and document the invoice in G-sermis. If they say, did they agree to cancel the payment? If they said no, they did not agree to cancel the payment or they say yes, but there's a cancellation fee,

then you would follow these steps. Coach approvals required prior to reassigning. So see, we ask you that before you leave. If serving now they see those, you can found those templates from the one that is up. I don't remember which part on this one. Yeah, so like there's a template here for bill pay asking them to authorize a payment. So does service now also have templates like that. I don't remember. Let me see because I don't remember this one in well that that's not a big deal. We can request us everything to add it once is still valid on on what on a track if if I can found it in a track, I will be able to put it on.

Okay, so let me see what is one one zero seven right one one zero seven. Let me take a look at that is an invoice for processing make up documents that was requested by the injury out of team this email is the prioritization for the payment identified vendor below is the priority to assist in the cause location, thank you. All right, okay, what about the one here 1115? Let me let me use the note here real quick. Oh, uh, okay. Now I found it. Uh, just one moment, please, Rushana. Let me see what what I sent to Sabrina. Sabrina, uh,

just to make sure I send it like the correct ones. Yeah. Oh, I have a lot of emails from Sabrina, but I don't find the one that is sent. All right, that's okay. I will check this and let me see. fan plates, fan plates, problem with this wording would be better, also for us, The LT. Proces.

All right, it looks that no. So the other one is one one five

Three three ones one one one one one one

Sorry how many ones three one, okay, yeah, I want five. Okay Okay. Send these to the health and safety manager when I'm invoiced for three minutes. Okay. This is still valid on a trick. So basically what I can do is to copy and paste both and just request it to Sabrina. And that's it. That's the same way they save it as a template like a yeah they save it as a template uh-huh

That is not an article in service now it will be like a template note

But yeah, it's basically the same purpose to To have what we want on on on the email. We will send it. Oh nice. Okay

Great Okay, and then all right. So perfect. So do they agree? Yes, they're going to cancel it. No, they are not going to cancel it or there's a cancellation fee.

If it's either of these options, then we're going to send it to bill pay. First, they need to ask a coach. We will go ahead and approve. Unless it's some the amount that the original bills for, then we might want to decide, you know, is it worth it? And then, so if we approve it, they'll go ahead and send it to bill pay. And we'll update the, have to update those instructions. And then if there's any other answer or any other situation, and then they just need a consult to coach if their scenario does not fall under one of these two.

Okay. So after they get through all of that, then they're going to document the invoice and G-sharmus. If medical was received and is getting attached to the claim, Um, then no additional notation is needed as the approval will be sent to bill pay and can be tracked in service now. Um, if there is no medical to attach to the claim internote using the following as a guide. So we're going to use notes category document who you contacted, whether or not they agreed to cancel the request.

us the actions that was taken and the service now number, I don't know, yeah, service now number. Hold on. Why is it talking about a date? All right. We're just talking about a note. That's weird. It wouldn't be a half. is that our old shermis have, did our notes have due dates? I'm trying to remember, it's been so long. I think you can connect tasks. I mean, like it related. For example, when you said a note and they said, like, it showed you like a notion, like a follow task,

something like that. You know what? No, it's, that is referring to an old, before we had G-Sharmas, and that's what, that's referring to because we, like our task used to be within our notes, and used to be able to make a due date on a note. I remember now, so I used to drive me crazy when people would So yeah, okay, so that's what that's referring to, but it is a regular note. So let's just need some updating. All right. Not as it's on this. Okay, so I think we're at a kind of a good stopping point. I'm going to say let's just take a break.

come back at three and then finish up for that last hour. All right sure. All kids out. All right, See you at 3, enjoy your break. Thank you, Urjana, you too. Thank you.

Okay, sorry about that. Back. Okay.

Okay, so what is next on our agenda? Where's that? Hi, it's Marie.

Are we dead?

I don't remember.

Hold on.

There was now reassigning 2, 3, 9, 8, 2.

Okay.

Okay, so the next thing on the list is I'm resigning the iris for resigning service now cases appropriate my HR support group. I have not taught on this yet because we didn't have the service now. Yeah, I mean, I eat a rename, I rename the iris because, yeah, before what's forwarding age for it, email. Sorry. Now, see, we don't have email. We have cases. So I just sent it to reassign the cases. Gotcha. Okay. And I'm pretty like a few steps like screenshot and where they find information, but they basically are going to find the COE correctly, and I put like a

Like a list, for example, they get the OT is ADA code is where supposed to go and be able to pay the deal. Yeah, I mean all all of that all of those for

Okay, so we they know where need to reassign the case to the correct department

Got it.

Okay, I do remember that. Okay, in sure case there's an erotic correct claim resolved. Okay, so there's no cases must be reassigned to the appropriate. Oh, yeah, yeah, yeah. Okay. Mm- hmm, mm-hmm. Cartoons notes and sure the documentation are. Information's closely reviewed, so, sure, does not entry auto documentation. I clicked the three dots in the upper right hand corner of the case. And that is still, this is correct, right? The way that this reads. Yes. Okay. All right. Perfect. All right. Um. Okay. Then that looks good.

And you're familiar with that? Yeah, yeah, yeah. I was decided with Juan Jose Rios, actually. He had me to update this part. Okay, perfect them. For them. We can move on to the next thing. I think we only need to do is rename the. Yeah, that. Okay, that part. Okay, you have a resume. Okay, no. Never mind. All right, so then we have the invoice process. Quiz. Equates for a invoice. Mm hmm. It should be next to the items of the invoice. I feel like yes, so honestly.

Oh wait, we didn't do invoice locations. Sorry, I skipped that one. been processing invoices. Oh, yes, yes, yes. And then the quiz. So, hold on, let me back up here, because they all kind of go hand in hand. So, we learn about the invoices locations, then we learn about how to forward the cases. And then we learn, or I'm sorry, then we learn about the invoice locations because sometimes we have to call them like if it's like if they send us something for treatment, we have to call the healthcare provider and tell them they need

to contact the carrier when it's treatment because the carrier is the one that's supposed to pay for treatment, not UPS. So they would have to know how to look up the carrier and the contact number to give to the provider that they call. So you're familiar with this IRS, though, right?

Yeah, I mean, you need to find the currency and provide information. Yeah, all right. So that part is good.

All right, so then we would come to the quiz.

All right.

Well, let's see here. You're reviewing an invoice and trying to determine its type. The document mentions services, exam, and includes the date of service based on this information, what type of invoices it most likely. And then treatment. All right. You receive an invoice for treatment related to a work comp claim. The carrier number is present and starts with WC. The claim is from Washington. What should you do next? Term of the carrier is liberty mutual, locate their billing info and contact the billing provider to reroute the invoice.

You receive an invoice for medical records, but medical documents are attached. What is your first step? Close the age rig. Close the age rig, for example.

Bye-bye.

Needly forward the invoice to health and safety bill pay group, but attach a note in.

Jewish Hermes, an archive of the end boys, attach documents if available or consult coach before forwarding to health and safety, yeah, health and safety built pay group. The other ones have, yeah, let's change that. All right here.

Let's see fourth email to the Health and Safety Manager for assistance and close the service. Okay. Okay. Okay. All right. Good catch on that, John. All right. So you receive a medical record and voice from MRO. What actions should you take? Okay. Okay. Okay. Okay. Okay. All right. Good catch on that, John. All right. So you receive a medical record and voice from MRO. Tomorrow, what actions should you take next?

And then skip the phone call directly to send approval to the bill paid group to avoid a cancellation fee or archive the document since no medical records are attached. Okay. According to the resource, what does the advisor do if the medical documentation is attached to the invoice and attach the document to the claim and send it to the health and safety bill paid. the code. Sorry, excuse me, I'm attached to the invoice immediately since the documentation is already included for the invoice directly to the employee without taking further action.

Contact the health care provider to request cancellation of the invoice and her note in G Do you share a mess and wait for further instructions from the billing provider? All right. And then this one, uh, there's no. So according to the resource which companies and voice should be immediately approved and sent for payment. But that have to do with. out. I think it did. Do you need to write down the U.S. commuter, maybe? No, which companies and what should be merely approved and sent for payment? That's going

to be, oh, wait, where is my, there we go. I think it's this one. Oh, wait, no. For requests from MRO, skip phone call directly. It's an approvalsable pay.

Okay, hold on. It might be MRO, I think.

Which company, the one should be really progressive. Okay, yeah, it's MRO. All right, cool.

Hey.

I don't need to really adjust anything with that.

All right.

She's 3634. I think did I just see Chrissy send an iris update for that one. I think I did should not forget it was already.

3634. I think that might be why she highlighted it.

Yeah. Alright, so that one is archived.

Well, I won't even show me the park light.

No.

Oh, Tim, just one moment. I will be back. Just one second. Is there anyone you want needs me? Okay, just one second. Okay, all right. Okay, well, I don't think I can pull that up. Oh, what's in there? Usually like I do that. Then it'll show me archive document. So all right, well, and I thought if I'm not mistaken, I thought someone said that we no longer get these previous employment from exams anymore. Is that true? Say that again. Well, someone said that we no longer get previous employment requests from exams anymore.

Is that true? Now that I don't know to be honest, I'm not sure. Okay. We can't just, yeah, but it had Lana and we will ask later, maybe, maybe Fabi knows.

All right, so at this point we would work on service now cases together so having them, you know, get assigned some whether you will you want to assign them to yourself. I don't know if it depends on if you're able to directly assign it to them or not. depending on access, things like that, but if you can, then you can assign some to them and you can work it together, maybe work through a couple. Yourself first, just to kind of show them. Oh yeah, of course. Yeah, and then let them work on some. And then PowerPoint for the

the concentral portal steps which we reviewed today with Chrissy. And then we would then go into the iris which I think if we look at that during, let me see. I think this is It's going to need to be a need of maybe long into the concentral website. Yeah, because, well, no, that's the work. Yay. All right. It works. OK. Log into the concentral website. Access to username and password by opening the medical document portal from the injury and auto share point site. So that actually is different now.

So that's going to be the one password. So, you know, my goodness, the updates are getting so long.

I will say, what should I say?

Perfect. I'll take the supervises.

Um.

Hello, hello

I'm on mute. I'm sorry, one second. I'll go, go, go, go. My bad. I think my arm had the mood, but not my speaker. If we still need. I'm going to go check. If we still need to. Um. If we still. Work. We. I'm sorry, man. We did it. We did it, man. Um, um.

Oh, okay. Oh my gosh. All right. Okay, so that's going to need to be updated. Click on the visit results and report to the top of the page. I almost think that we should we could maybe update a lot of what's on the PowerPoint. point into the Cyrus is what I'm thinking with the screenshots and everything. I don't know if I was in an end of day for these areas. I'm not sure. He said you were thinking he was updating this one or working on it.

I'm not sure but I think he said an email about this. I don't know what happened. If you remember, I don't.

Yeah, I'm not sure.

He's in an email, I'm sure it's probably still I'd probably still go find it in my emails if it was.

But then last year.

Because let's see.

I don't know if that would be too much to put an iris. I think that will be better go through to the presentation. Yeah, well, I mean, just as far as like iris being updated because I know we need to update the. or is it at? I know we need to update it.

Okay, I know we need to update it saying one password here instead of on to the share point, but I see this should be all this is a cup of the name employee. Well, that part seems okay. I just wanted to put an extra visual in there for them instead of just this one thing. But yeah, it might be fine for the document to the claim, so document and journal, yeah, so like that part would need to be updated, but the steps are pretty clear. Okay, so that's just one iris that we need to update because we want to do both and want to definitely still go over the PowerPoint with them, but we also want to show them the steps and iris because the steps and iris is what they will come back to use.

So we want to make sure we go through that and they understand those steps listed there for them. Alright, hope to see you.

And then touching support and documents, we already looked at this one when we were doing the ICM review. But just to kind of see, but we did not look at everything because. Yeah, only the first part because then that's the only one that applies to to ICM. Yeah. So this one, they still, you know, they'll need to review identifying the correct claim and how to search for the claim versus, you know, what's the information from the medical document. And once they establish that they have the correct information, they, we want to make sure that they are looking in the files to make sure they're not attaching a duplicate.

So I want to show them how to do that. And then, so then these steps here, which will have to change to fit service now. So it's going to be, but they would use forwarding to the claim for concentra, specifically. So we'll have to update, get that updated and then probably this one too.

Running password protected documents.

Yeah, well, no, that's where they should save it.

Oh, yeah.

Well, when they send it from share point or not share point from service now, are they still using this? Yes. Yeah, we make sure. Okay. All right. And do they still need to add the claim number and the. Between those, those signs, yes. Oh, okay. Well, that is good. Okay. what? Okay, and then that's that updated in there. Okay, then those steps, let's be fine. All right, cool, cool.

All right. Okay, so then we have the attached dot e-learning. So just a little quiz for that.

And why do advisors work concentric claims from oldest to newest to ensure that documents do not expire while waiting to be reviewed. We only have 60 days. What is the prep process when reviewing and saving concentra visit documents begin by assessing the medical document portal list for login info that's a last page of visits to find the oldest link mark all as reviewed and download the most current documents. to forward to the claim? Oh, I want to make sure, we want to make sure that

nothing, not the old verbiages listed. Okay. When forwarding documents from external websites like Concentra, which of the following is the correct procedure? Name, retrieve and save the document ensure social security numbers are redacted, find the claim in G-Sharmeth and on the FORD-V-V-V-V-V-V-V-V-V-V-V-V-V-V. case, the service now case to the designated inbox with the correct claim number and the subject line. That's all right. When forwarding documents from external absent to the phone is corrects future or trees and say the document sure the socials redacted find the claim.

Do you sure, Mr. Ford? Yeah, okay. That's right. Okay. To the designated inbox with the correct claim number and the subject line.

Write the document, scan it, upload it to your personal email for forwarding. Only send the document if the social screen number is visible as it helps identify the correct Okay, which of the following steps is required when forwarding documents to acclaim through service now?

Okay, use the UPS or claim number in the subject line, remove all existing, skip, redact and social security numbers of the documents being sent internally. Why are the key steps to correctly match a medical record to claim and what are the key He steps to correctly match a medical record to a claim and he sure must use care number match the latest document match the state in the operating center with the work activity status report verified the law state. Okay. And then last question, when reviewing documents attached to a claim, what is the correct process to handle potential duplicates?

And attach all documents regardless of duplication to ensure completeness, review the file name and description, open the existing documents, compare the only and only attach the new document if it contains additional or revised information. lay all previous attached only the document. Okay. All right, that one looks good too.

Hey. And then again, once we have them take the quiz, we just give them enough, you know, how much time it takes them to complete it. And then once they're done, we have like, you know, we can see who missed what. If you notice like say if everyone misses the same question or a majority everyone misses the same question, try to give extra explanation on that one, and I really explain why.

All right, so dressing and taking others, oh no, that's what I accidentally pasted instead of clicking on copy. So this is just teaching them about DDEs and IDEs.

tells them, you know, what it is, and then also let them know that they should never attempt to remove or delete a file as always for a coach to do. And you know, send it in the Teams chat, and you can have one of them practice doing that if you want.

And I also let them know like, hey, your message in the team's chat does not need to be long like it doesn't need to be hey, how you doing hope everything's great. I had this DDE could you please you know, remove it. Oh, yeah. Oh, my God. Just put DDE. and it says, saying, happy birthday, like, what, I think.

I was like, no, no, no, just put DDE in the claim link. We're good. That's all we do. Yeah, I mean, I mean, I know you are really polite, but just who did the eat the clean number and say 10? That's it. What do people, I mean, we didn't a lot don't care to say. Yeah, we don't need a long message for DDE's.

But yeah, so let's just tell them about that and then I would just like tell them what to do. Oh, and this would be a good place to show them that they can send the link from the file section. Um, it's to make it easier for us so we can tell them like hey, if you open the claim, you'd see, go over to like, you know view all files. And send us the claim link from here, it'll take us right into the files. So that could just be a little, a little tip to tell them.

So that way we don't oh and one other thing that I always want to tell them is do not send us a claim link when the claim is an edit mode. I think I said that before when we were looking at ICM but like just make sure you're not an edit when you when you copy the claim link because that's how open for us. Okay, so we did that. And then, oh, I think this is the one that was archived. I think it's open now. I think it's, yeah, phone call, injury claims not reported.

So I think this is I'm going to need to be updated I remember we talk about and that I take out Laura email because I'm told me but I don't know the rest. Okay, yeah, we got to find out who it needs to go to. Yeah, because see, Skelly's not about to receive the emails. Someone from UP. To get it. Right. And so we would need to know if it needs to be Brandon, consent team or. Marita. Okay. Let's see. All right. So phone call, injury claim, not reported. This procedure is to be used when the phone calls received from an injured worker and they say that they have reported the claim to management. However, there's still no claim in the system yet.

So that was the one important thing they, because we were talking about they need to confirm if they've already reported it to management. then we'll, I'm sorry, if they did, then we can complete these steps. So we want to ensure the following that there is not an existing claim. So again, that's important that they actually look for the claim, not just take an employee's word that they don't have a claim. So they need to look in G-Sharmas for a claim. If there's an existing claim number, then they can go to the frequently asked

questions to see what they need to do next. The injured worker has already reported the injury to their management.

If not, if they have not, then we want to make sure to encourage the employee to speak with them first. And then if that is unsuccessful, then they can call us back. All right. So while we're on the phone, then we want make sure to gather the information if we need to go ahead and send the health and safety email.

So

that is what I wanted to add in here. So use the email template,

quick messages. Oh, is that what it's called? Quick messages? Okay. All right. Complete the fields with information provided by the employee while on the call. Use work data complete region. Okay, so one of the things that I tell them to do while that like after they gather the information they need from the employee. The employee does not need to sit on the phone with them until they actually send the email so like they can, you know, go find the health and safety and everything after the call is finished.

So they really just need to try to get the information from the employee, update the. fill that information in, and then they can fill in all the other things like the region district

for the health and safety, and all that. Then they're going to go ahead and send it

to health and safety managers, and then we'll figure out which management they need to copy in. They're from email subject, okay, perfect. Okay, so then if the employee calls back, run their employee ID and G-Sharmas, is there now a claim for the injury? Yes, inform them that it's been entered and provide them with the claim number in contact information for their carrier if we have a carrier claim number yet.

Inform the employee that the carrier will review the claim and determine compensability like bills and payment for the time for time off work. Do not speak on compensability

or guarantee the employee that the carrier will pay for their injury. This is determined based on different state laws, to be completely honest, I wouldn't even bring this up because you mentioned it. Yeah, because if one thing intake, especially someone new or most intake are they're not going to know what they're talking about. So I would get more confused. Yeah. So honestly, I wouldn't even Yeah, I wouldn't ever mention that because then that will bring up too many questions and there's too much room for misinformation from our side.

Yeah, I'm going to suggest removing that completely. All right, is there a new claim for the injury? If the answer is no, consult a coach on your team's system chat for additional escalation, maybe required. Okay. All right. And they might have questions like, well, you know, what if they just called the day before? Well, so with that, like I said, what I think it's like about three or four days, you know, they should have had something like, but not in one day like if it's one day they still need to go ahead and wait.

Tell them to give it like three or four businesses before reaching out to us again if they don't hear anything. Um, I'm probably add that to iris 2.

I would definitely have an example of this, because we want to make sure, and I see not even necessarily with newer reps all the time, but a lot of times there's confusion on when the employees, when they save them employees out, they need to make sure they're looking at the context of why them plays out. I always have a, no, not five, but an institution about that topic because I see that all the time with the older agents, like they cannot be friends between an indicator and the word

to the title for America's document. I always say, like, look how I say, I mean, review medical, word to the title of word that I mean, that is an institution from the doctor, for the physician, but it's not saying the employee has been out of work. That would be different. I mean, I always have that discussion, trying to make the difference between the institution from the physician, and then the detailed employee has been working by doing for has been out of work. That would be way different.

Yes, yes, so I feel like I just had that question come up. Maybe this week or last week, I can't remember, but yeah, it was it was that same kind of situation where I had to explain that the those are not doctors orders. They're just mentioning, you know, what the employee told them. Yeah, so that is and knowing what the difference between lost time and employing off for another reason we don't have to ask about that. So, oh my God, I have a fair preclin today that just mentioned that employee, I think

when I was with Rashmi and Tinsel on the visa, that the client, they know it's practically that. The employee had been out of work since the delivery during the day, but for FMLA. Okay, so that's a little tricky when it's epimalay and when it's they're out on disability because they might file epimalay. So epimalay can be for their own injury or illness and it can also be for a family member. If the context is that, you know, that we could gather that it was not for the injury, then that's fine.

But the employee could have maybe not knowing that it was a work injury or not. Sometimes they just don't want to deal with work comp and they might have filed for FMLA instead. Well, in that case, the image of the employee was the employee for anxiety, anxiety, and they put no word later. Oh, OK. All right. So that's fine then. So I would try to find an example of maybe not the management telling us that it's not work-related. Like as you're working and helping, that's kind of like how I find examples.

And then to start adding that to your one note as you come across them so that you can't give examples, because I think a good example would be for them to see what could be confused as a lost time indicator, but it's saying they're out for some other reason, not work related. So they can see, you know, you can show them like, hey, see how this says that they, you know, haven't been at work. You know, this would not be for lost time because they were out of work because they have

the flu or, you know, whatever. So, yeah, so even like an example like that, that you say, yeah, it shows their out of work, but this would not be a lost time indicator. And then you can show them an example of what a lot of time indicator actually I think we can we can use the common indicator that is from concentra and also one for the nodes. Yeah, absolutely. You have a good commenter of all 55, but you don't be working more than 55, but you have been out of work.

Yeah, they do.

We can use that one. I know another for them. Yes. Uh-huh.

Yeah, that sounds really good.

Oh my gosh, my eyes, it's so bad. Okay, sorry. I think I need to take my context out. Oh my god. The eyes are so dry. Oh, okay, oh, um, oh gosh, one second, sorry. Oh, Brian, I picked you bang.

I know I shouldn't sleep at my contact them, but I do because I'm so free. I heard that it's bad. Huh? I heard that it's bad. Like it's maybe your eye content. That's probably why I can't see that well because I've been doing that for. That's other than my 20s. But do you leave it on purpose as you just forget? I don't like that happen to take them out and come back in and. You know, I just, I just wear them until, you know, I'm ready to change to the next one.

Yeah. So, yeah, I'm bad with that. All right. Let's see. Okay, so we did the duty status indicators. Medical information. Okay, so. We saw where someone actually did a medical review from the carrier notes based on the medical information that they found. You know, like, it'll show like medical reports. Do you see someone doing it? I saw someone do it. Yes. It's not a common thing. I think that's probably, you know, yeah, but maybe just, you know, let them know that, yes, we will see where there might be a medical note where it shows the data serves, it shows

the work status, it shows the next point measures, you know, all these things, but we cannot use that as in place of a medical, in place of requesting medical say that because that's what that's what they did. So maybe show that example, you know, example of just a carrier note that lists the the appointment information and just let me know and show the points of what we can use versus what we cannot use. Excuse me, or how we use it, we use it for possible indicators, but we still have to request

a medical. Okay. So let's see here. So carry notes often mentioned healthcare providers that treated an employee's work injury. Healthcare providers could be listed as just the provider's name. Oh yes. So, this is another thing when we're going to this, and it will tell them to use Google. I know it mentions it. I can't see it. There it goes. Okay. Yeah, no problem. I love Google information. Yes. Google, I want people to be very comfortable with going to Google. So like, I know with the last class, I was really trying to tell them like use Google, you know, just, you know, just, you know, just, you're old brain, Google.

Yeah, with Iris and Google, Iris and Google all the time. Because, and also show them an example of how to Google adopters, information. So, they might see in the medical section, er, I'm sorry, in the carrier notes. the carrier notes, that maybe it just mentions the doctor's name and maybe what kind of doctor they are. So they went to the orthopedic doctor, orthopedic doctor, Dr. Sims. Okay. So then when they go to Google, that doctor, they don't, they shouldn't just Google doctor Okay, so make sure that they put in more information to help narrow it down because you might have like 50 doctors in the United States.

So narrow it down with, okay, what state is an employee and add that in your Google search. Okay, also we know that this is an orthopedic doctor. Add that into the Google search. So you're adding doctor sends, you're adding the state, you're adding orthopedic. So then we have a real good chance at finding the correct information. So they have to kind of

think outside of just taking the information, like just taking one little piece of information, they have to really think critically and in order to find the information that they need. Because otherwise, if you just do like kind of a short search like that and you don't find it, of course, then they're going to go to an RHPD, probably never get answered, you know. So just making sure that they Google plenty of information. Also,

sometimes there are too many locations but if it's a location that's like a clinic, You know, like if it was a care now clinic, for example, and we know, okay, but there's probably like

three different care now clinics within that, you know, in that city or surrounding area. Then it's quite possible for them to just call one and get the information. You know, they might be able to say, oh, no, they weren't seen at this clinic. They were seen at the other one and, you know, and tell us that. So I always try to have them call one of the clinics and see if they can get the information if not then we can do the RHPD. Let's see if the facility is one of the portal facilities, they definitely need to be checking that portal.

And then if they still can't find anything, then they can do the RHPD. Okay, so yes, when it comes to the adding to the contacts, you know, this was one of our somewhat newer processes. We don't want to just add anyone in there and everyone in there. I believe what's the criteria, what do they have to either have appointment scheduled or they have to have treated. So it's employee has been referred to a new provider or is considering a transfer of care to a new provider and treatment with this provider has not been confirmed we have to call first we don't want to add them to the contacts.

and we should be making two attempts to them, and then after two attempts, some RHPD,

and then give some examples down here. So we did a schedule appointment will be enough to edit. I was thinking only if we conformed with what's in. Now, if they actually have the,

if the appointment is scheduled, then we're okay to add it to the contacts. They don't have to have treatment. It's just like, we don't wanna do it if they've just been referred. Like, we're going to- Okay, so, but they need to be specific. Like, is the schedule the appointment? Yes, it has to show that scheduled. So, like maybe if CCN says, they scheduled an appointment with Dr. Smith, or throw on, you know, to give a date or whatever, that's fine. You know, we can go ahead and add them to the contacts at that point,

even if it's a future dated scheduled appointment date. So as long as they're scheduled or have been treated, we'll add it to the contacts. Okay, so let's see. date of injury conflict so that can be found in the carrier notes and they should be using the iris there to address it. It's more than 25 or 25 24 hours. And then office visit dates. Hold on.

Okay, here it is. I was like, where's the pre-date thing? Okay, so office visit dates. and they want to make sure TV look at it. I mean, I want to look for a sample from the DIY conflict because they all think that the only conflict is when we have a natural date. I remember I told one of the new way that it's not necessarily like a sad date. For example, you see that America has been in pain for two weeks ago that would be announced to corporates not the same they don't even know.

Yeah, they thought they had to have an exact date. Yeah, they didn't seem that bad. No, I mean, we found a better place in La Senna than employee. That's where the pain and the injury happened like one month ago and week ago, even two days ago. Right. To be enough to confront your white conflict. Yeah. That's. Oh, okay. I mean... I mean, yeah, there's something we can explain. I know it sounds kind of obvious, but they would think that we need like a real day, but it's not necessarily, I mean, we can

put on some time back kind of berries, just under a wet to say it is, he has a different way. You know, I'm pretty sure I said that in training when I get there not going to remember everything, but again, I do think that that is one that's kind of like a, let's say, definitely like a common sense thing, but I would still, I think because they will be related with the data engineering and the American document, so I think they always think that it has to be like a

natural thing. Yeah, I see, yeah. But yeah, when going over the conflict then definitely, You know, we want to make it a point that it does not have to be an actual date. Let's see. And also, I can't remember if I pulled an example on that or if I just spoke to it. But yeah, that they should already know that but that's definitely something to make sure to mention. I know there's so many things that I say someone should know, but you know, yeah, they always

surprised me with new things, okay, so office visits dates, seeing on a certain date, Okay, yes, so if they find office visit dates that we haven't already requested or don't already have, we need to make sure that we start the RM process and request the documents.

Yeah, if CCN mentions that it was misrescudial but it canceled, then the request medical for that data service is not going to be needed.

Okay, so this is how it's great. The important is kind of like very important notes. Improved. Improverent. Yeah, that's what it means. I understand. What do you mean we are the first hour right, or I don't know. That, yeah, this art needs to be removed important. Yeah, but I try to make this very impressive. I think I don't know. Oh, yeah. This is definitely not the way. Okay, important notes, if there's mentioned anywhere in the claim, including carrying notes, wrist management notes, medical, et cetera, that the employee treated for the work

related injury prior to the date of injury on the claim, then do not request the medical from that provider. And that, let's see, we would send the consideration of suppression for the incorrect DOI, by in the email that the employee was seeking treatment for this injury prior to the date of injury. We would set that RDS in a few and then the body notate the provider information and the data service that predates the claim. And the same task note that the medical will not be requested until a claim is opened with the correct

date of injury or the date of injury is updated to the claim as a medical will predate the claim. do a conflict will not be needed because we're going to go straight to this suppression. Excuse me. One other thing I want to say in the task is this just reminded me is and I think I only saw one person maybe doing that not putting good information in their task notes. And I can't remember what it was it might have been like a request medical or something and they're just they didn't

put the like I think the health care provider or the data service or maybe they just put the health care provider only but yeah just making sure which I do go over that with them but maybe that this needs to be like done over a little more just because it makes it clear. I always tell them like if you're working behind someone else or you get a call on a claim, you don't want to go digging through a claim trying to figure out what the task is for, especially when you have someone

on the phone. So put good notes on what the task is and label it correctly because that way you can can just go there, click in it, and say, oh, it is for this because no one has time to sit there and find the task, find the email, find the claim note that goes with it, and all that. So they need to make sure they're putting enough information in their task notes. Okay. And other types, other note types, this one, we'll have to get updated a little

but I'll see here, like that's gotta go.

Okay, wrist management notes. We need to remove this because we don't have to view and edit anymore.

Updating. Thank you, thank you. Okay. Oh, yes.

And next office visit. Why did Ellie mount the Ellie claim to view their response and notes?

So before the way that G. Sherman was, was in order for us to see the risk management notes, we had to go into edit claim and then we could see it. But now, and for a while, we can just see it. But it doesn't have to be in the edit claim view. Okay. Yeah. So, um, all that part removed. I'm updating what was injury illness. Did you did the next office visit? Yep. So all the things that we can use. From the risk management section. other sections occasionally there will be additional information important to claim

and other sections of the RM sector such as comments in the left test session. That is really weird spacing. That discusses me. I'm going to see if hopefully Tammy can fix it. I don't I don't know. Updating iris I've seen has not been, it's not easy. Like it's not like using word doc or anything like that. It's pretty.

Not user friendly. So locate previous updates in the RM section, select the more button, oh okay, so yeah, this part's important. This is kind of a newer addition to this IRS which is making sure to use that claim timeline to see updates from the risk management section because sometimes they do change things like even appointment dates and things like that. So I want to make sure that they look in there in the claim timeline. And then this just shows the different areas of where all of these where all of this is down here. So I don't even know if that's a

little bit better. So TWA start date and then we have that's indicator only. But honestly, we've been told that this date is something entered by risk management. But no, from what I can tell based on the claim and just kind of testing it, that goes in as soon as we put an absence record. As soon as we put TWA on the claim, that date is going automatically populate. It's not something that with management puts in. I think they used to, but now it just automatically populate. So, we have no answer you see.

No, not really, but because we asked and they told us the G-sharmist team did tell us that

that it doesn't automatically populate, then we're still going to just say it's an indicator. But it's it's just going to match with whatever the absence record was. Okay. Last office visit, date there, can use to confirm TBFAs, yes, so the current treatment. So the same thing with risk management, you can use it to confirm TBFAs, yes, but not no. We cannot use it to confirm it as no. We can use the diagnosis. Basically, the risk management section is going to have the same exec rules as care claim

notes. We can't use it to start an absence record. We can't use it to confirm TVFA is no. When it comes to the diagnosis, it's the same thing. So we would use what's on medical and we have the option of using this here. Or if we don't have any medical in the clay, we have to use the diagnosis here, just like we would for

carrier notes. Then we have our next office is it and then current health care provider right there.

Okay, and then here's an example of fields to review when it hams the risk management to wh section, which we actually have the, we now have the risk management lost time section, again, which is nice also because sometimes we can find information in there. So just highlights here on this example, data Inventory, TWA start date, last office visit, current treatment, and said diagnosis there, the next office visit, current medical provider, and of course there are other fields that sometimes have additional information like under here, next office visit, EE, filling

out better, expects to be released to regular duty at next office visit. So, you know, we still want to make sure that even though it's not highlighted, but we always want to still review and take into consideration the additional fields that they may fill out. Okay, so that was it on that. Jonathan, I'm going to, I need my eyes are killing me. So I need to go grab my glasses real quick and get these contacts out of my eyeballs. I don't know how to say your time.

Give me just like one and a half minute and I will be right back. Okay. Thank you.

Okay, I'm so sorry about that, but I feel so much better. Oh my gosh. Yeah, I'm a buddy. Um, all right. Oh, I can see better too. Um, let's see. Okay, so office is at day eight. Okay, so we went over to that. Okay, one more of all of that. Okay. Not there. Where am I going? Oh, he's dokey.

Let's take. Oh, we're seeing that. Can you help me? Okay, that one. Yeah. Okay, so then we're going to move on to this iris here.

I think we talked about the, no, no, no, no, no, that's just something different. Sorry. I think we see this, I think it was for intake and was covering the 650 number and all that stuff. Okay. Okay. Yeah. All right. So we're having medical documentation. um this one uh i would definitely make sure this is one they definitely a lot of times try to get away from using when they're reviewing the like i don't even know why but they stray from it very quickly and just start doing their own thing and i'm like you know um i'm like well hold on like let's

Let's go back. Did we follow each step, you know, so make sure that they are sticking to using this because there's kind of a step by step guide using this sometimes it's a little difficult when you have more than one document, for example, like concentra medical, for example, you know, we have to look at the work status and we have to look at the transcription. Yeah, so you basically have to kind of go through this twice and you know they'll get used to like those type of documents, but this is very helpful when you're just reviewing one medical document versus one that has like a work status and a transcription.

But also they kind of skip past this too, I've noticed, like the validating, you know, check, make sure data entries good, making sure the description matches, you know, all those kind of things, make sure we have, you know, like the name matches. So I want to make sure that they're always doing that.

But yeah, so just to kind of quickly go through these steps, so when they get to reviewing the medical, especially, just make sure they're following each one of these steps, looking at everything. So this part I always have to kind of explain how to do this or actually I think last training class might have been the first one since we've had this update in here, but this first step is supposed to be what they document on their note pad. So as they're reviewing the medical, they're going to take down the facility name, contact information, physician name, you know, they're comparing the medical diagnosis to what is on the claim and the IMBPT or the what was the injury illness, so they should be making sure to do that.

DataVinjury document that, the data service, and let's see here, okay, so they need to make sure to do that step, so I'm in the first date of service per medical, and we're the work status. So again they should they should as they're coming down not so much on what they put on their notepad but yeah so like for example the treatment rendered plan if TBFA cannot be confirmed document that as well. So they actually should be going back to their TBFA iris that we would would have already reviewed to see if the treatment is considered TBFA yes or no. So they

should be using the iris to check on that so they can document it correctly. What was about to say I left my mind okay so okay so they should be still using other iris articles to kind of figure out you know what they're updating oh that's what I was going to say I'm making sure to really explain the difference between treatment and work status. Okay, they're not the same thing. Work status is only three different things to be lost time full duty. Treatment is bad. When you say

make the difference, I mean, how do you normally explain? I mean the difference. So So I tell them like when we're looking for work status, then we're looking for, there's only three things that we're looking for. If the employee can work regular duty, if they have any type of restrictions that keep them from working and then, or that keep them from regular duty, and then if they need to be off work, so that is the work status. What can they do? So, treatment is always going to be what the doctor did for the employee.

Did they give them any prescription medicine for their pain? Did they give them some kind of blint for their wrist? Did they have to perform surgery on them? So treatment is what the doctor did for the employee and then the work status is, what can they do at work? Okay. Okay. Okay. Okay. Yeah. And then let's see. Going through the history of present illness and then explain that's where we can find things like the absence record indicators, additional training providers. Also, like concentramedical is always such a great example to use because

they usually have like all these things like the history section, you know, they have the retreatment section, that's the appointment section. So their medical is always a good go to.

Care now is fine too, but I do like that concentric does have the work status on both and care now, they only have it on, I think, is it the DWC? Yeah. So let's see. Okay, so then after they document everything on their notepad, then when they get to step This is what they should be taking from their notepad and updating the claim based on their medical review. Let's see. This is our new edition. If medical treatment is updated to yes, you must also update TBFA to yes until TBFA can

be confirmed as yes or no. Yay, love that new process which we would have known that a long time ago. Facility names. Oh, dear, dear, dear, dear, dear. Oh, gee, I remember it's time you say it. Yep, yep. We got all of those Irish articles updated. Family or family. Facility names. facility contact information and physician name. So review contacts and the medical information section of the claim if the provider including physician's name that was documented listed in either of these sections. Yes, no action needed. If the medical information has a different

provider at this new provider to contact. If the medical information section has no provider update the provider section with the information that was not notated. So if it's a different provider, they need to put it over in the contacts if the medical section is already filled out. And then if it's not filled out, then they'll fill it in with the information from the medical. And this tells them again, if we only have like partial facility information, they should be using Google. I maybe the doctor signed it and it has their phone number.

Google the phone number, find the location so we can fill out the information so that way we We don't have to send an RHPD.

Yes, I think we've been pretty good with this, but also let them know if we get a UPS work status form that is completed by the injured employee. We're not going to use it absolutely not. Then the DOI, if there's no data injury, then skip this step. I would also let them know, because sometimes they call the health care provider for things that we don't need. For example, maybe there wasn't a diagnosis listed on the medical. is okay. There doesn't have to be a diagnosis. So, or if maybe they didn't put the date of

injury on the claim, they don't have to call the doctor for that. Most of the time we don't have to call about a next appointment. A lot of the times we don't. Sometimes we may. The data service and relevant timestamps, okay, and this just has them looking to see if the data service is on or before, after the date of injury and how to recognize a breaking calendar. I'm sorry, when there is treatment, we do not send a breaking calendar for the report date. You do not send it for the report date when there is medical.

Okay. Yeah, because for whatever reason that one is that is. That always happens like we have treatment saw and they see that that gap there for. For the. Oh my gosh. report date. And they send that breaking calendar. So let's see here. So at this point, looking for a breaking calendar, if, if there is one, then they need to follow the BIC iris, if no, then they, they're going to, if it's before the date of injury, however, that they need to go to this iris here because we are not

going to be able to use the medical if it predates the claim. Is the data service the initial office visit? So if the data service is on the date of injury, then we do not need to call the health care provider. So, we're good with assuming that that is the first initial on the set. Yeah, you will be, yeah. Yeah, I'm always saying the same. Yeah, yeah. See, time stands. Should always be going to absence record guidelines. Work status information. Michael does not address the work status document that as well.

Yeah, they should be documenting if it does not address it. then going over to this iris. If the work set starts an absence record or ends an absence record, they need to definitely be going over to absence record guidelines. Watch for absence record conflicts. The claim has an absence record and the medical allows full duty on a future date,

yet with no next office visit, sure a lost time update task is set to reinsert the claim and in that absence record. Then it just talks about the, you know, if the employees released a return to work in the data service,

is a future date that we go ahead and take that as a release to regular duty, unless it's stated otherwise, or if an employee has treated somewhere else before on or before that future date. I'll see you.

We are medical states employees hospitalized are admitted more than 24 hours. It should be considered loss time. If the medical that's another good example to have is medical that has. Where they were hospitalized overnight, but it doesn't necessarily say off work. I think that's so one we rush me today that the medical say I mean he didn't say like it like in a corner really like a small. I mean a day 728 discharge. I mean, but abbreviation discharge. You like 30. 730. I mean, I said 31.

Sorry that it was was like a two, three days. Okay, yes. See something like that would be good. Especially if it doesn't say that they need to be out of work, so that way we can show like hey we just have to know, you know, so because clearly they couldn't have worked right so if they're hospitalized, they're in the hospital they can't go to work. Now let's see here. The last time will remain open until we receive some kind of supporting documentation that allows the employee to return to work discharge from the hospital does not equal regular duties. So

you know we want to let them know just because they're discharged home doesn't mean that they are able to just go back to work. So we keep that last time open and if hospitalization is solely for observation or diagnostic testing. This is not going to be considered lost time.

Maybe that talks about if medical doesn't address the work status.

Next office visit and referrals to other providers. There's kind of goes over the referrals, there's wonderful examples, treatment rendered, treatment plan, and if TBFA cannot be confirmed, make sure they document that.

Okay, all right, exiting the claim and making the note that reminds them to close any tasks that the medical resolves, so like if they had an RHPD out for it, RM out for it or next office visit, they need to make sure that they are closing that task. we don't want to have tests open that are not needed and see format any documentation from the medical per the below standard listed in update. Yeah I feel like I see too many files that are not updated so I would show them kind of

like a file that does not have all of the medicals updated versus a file that does and show them the difference like okay this one's easier to view because we can see all of these office visit dates. And then on this one you know you're just going to have to kind of guess which one this is. So, you know, let them know the importance of making sure that they update their files appropriately. Okay. And gives an example of the claim note here. So these down here.

They used to have, there used to be like, I wonder if I can find it in the old training because this used to kind of go with a question and answer where they're supposed to find this. And I feel like someone, it might have been Chrissy, who mentioned replacing this with a more updated concentration medical. But this just here, it just kind of shows the different areas. So the name of the facility, phone number and address, service date versus case date, visit type,

diagnosis, treating provider, time in. I'll use that, not the time out. that is regular activity so just you know it kind of just shows you the different sections. Oh I remember what it was. These numbers used to go with what was up here. That would be benefit. Yeah but I don't think it does anymore. facility named Diagnosis is number two. No, it doesn't. Yeah, because before Diagnosis was number four and now Diagnosis is number two, so it really doesn't go with the number of items anymore.

for forest data service and now number five is so, I mean, I could always just kind of redo this part and, you know, put the more updated form medical in here and put the correct numbers, though, and always go back and fix that so that way it goes with all, you know, these up here. So each, yeah, it's like, yeah, it will be awesome. Yeah. Um. So now all the mega should be on the top and then for each click and guide you to the to the next test.

I think so. Again. For example, if each number is like red box, you know, it will lead you to the right contest, so the maker should be on the top. I mean, at the beginning, the maker document and all the test like well, and then you click and they got you to each test and each paragraph. Oh, I think that's interesting.

I think you're really good.

And mine, yeah, I don't know why not. Yeah. That shouldn't be any problem. Um, definitely. All right. That is that one. Um, and then. How about you learning? Yeah. Why is this. Okay.

If you have medical documentation, right, if a medical document is entirely illegible, what should you do first? Salt a coach. If only a small part of the medical document is illegible, like a physician's name or diagnosis, what should you do? Notated in the notes.

When reviewing multiple medical visits, and what order should you review them?

Or not chronological order, oldest to most recent? Yes.

Don't review them out of order, you. That will probably confuse you. When should you update the medical information section with provider details? only if no provider is listed in medical information. When should? Yeah. I think I don't get it. When do you show up? Yeah, so it's like in the medical section of the claim. One should you update that section with provider details and then so the answer would be only if no provider is listed in medical information. So if it's, and Iris, it told us if it was blank on me, go back to it.

That didn't even need a different world, I don't know.

Oh yeah, if the medical information has a different provider at this new provider to the contacts, if the medical information section has no provider update the provider section with the information that was notated. So you said you think this one should be where to go reword it. I think so. I don't know. It looks kind of like up to me. Yeah. I don't know what do you think. Should we put HCP provider or just make like the last word? when you should know the information that's shown.

It's like a when you should know the making information that's shown with the head of room.

Okay, okay, I think I got it now. I mean, what's going on like I'm busy when I read it, but I think I get it now

It was going to compete in that first, but no, no, I think I get it now. Okay, did that extra words in there make it a little more clear at all? I was thinking maybe, I was really out of no language. When you show, you know, he's using the community to incorporate details. I think maybe it was the only part of it. that was the part that's confusing me, but no, I think I can get it now. Okay.

All right

I

Come on.

Are you going to make sure you're okay, Lola? I'm going to make that. All right. I get looking out of my. How can I change that? What should be done if a UPS work status form is unsigned? We cannot accept the form. The word unsigned. Did I receive the word unsigned? Hold on. I would say only when it was signed by the employee work.

No, if we can see how you pay the board of the cells.

We cannot accept the form. What injuries can be related to a LLC loss of consciousness.

And trees can be related. Yeah.

Yeah, that's, that's a tricky one too. Um. Why, why, um. Okay, suspect it. Okay, we cannot use this bit. I'm actually going to want now. Let's see. Always win. What are you going to do for us?

Yeah, um, because the concussion does not mean loss of concussion. Okay, you got to know. Yeah, circuit. Yep. I want to see the word concussion on the algorithm. My concussion is much different, so we sometimes still see that I'm medical, but yeah, you can definitely have a concussion without loss of consciousness. Definitely happens all the time. I actually want to put another one in here that we get asked about a lot. Um.

Let's

So that's what we call it here in Colombia, cascara, like the peel of the banana. Cascara, like a little tricky, like a, yeah, like the peel of the banana when you can in sleep. Yeah, we say like that, the cascarita, cascarita, that is more. Wow, cascarita, cascarita. Yeah, that's perfect. Okay. So, the 24 hour discrepancy between the show start date and the and the data service does not require escalation. True, TBFA must be documented every time it appears in a new medical visit, even if it was already confirmed.

False, the use of post-stop walking boot with no work status automatically qualifies the claim of C.A.W. until clarified. Yep.

If an OB date has passed and you don't have documentation

to visit, what should you do? with our own process. All right. Perfect. So they do that. And then after that, we move on to to processing change request.

That's saying, the change your equals. They take time in the, in the version of the channel requests. Ideas. Yes. Definitely. Because, yeah, these generic words will affect the old shackle of. What's on the client always. As long as the add sense or the TVFA. Switching start dates and dates. All the same. That's it. Oh yeah. Mm hmm. Oh. Mm hmm hmm hmm. That's here to tell us about Canada and Puerto Rico claims and how we do not work those but. They can come over on a change request, but.

If they do, then we'll just send, uh, uh, use our template for the nine, but they're, you know, depending on if it's Canada Puerto Rico.

Super important one to let them know about. Consult a coach before denying a second change request, but. Okay. They have to know that it that means for the same reason and the problem we should probably add that. But consult a coach before denying a second change request for the same request or for the same reason. Because we can deny multiple change request. They can deny multiple without a code stamp. But yeah, I mean, only for the same reason that the United First one. Yeah, it would be okay.

Um, what does that mean?

You're not going to believe that one time Oscar asked me about Ako Shistan to approve a second chair request for the same reason. I mean, I mean, well, you're talking about why? If you ask me coach, then we'll approve a second chair request for the same thing.

And who asked you that? I don't remember when, but what's no part of me was this year, and he said, oh, I was thinking of the same chair. I mean, it's just for denial. He definitely had what I can remember what he asked today, and I'm like, you've been here way too long to ask that question. True. I don't remember what it was, but I was just like, what? Okay. Yeah. He sometimes asked some question I didn't like. You don't even like. Yeah. Let's see here.

Compare date. Okay. So change your post starting in apps and circuit to you or lost time. So they're going to want to make sure that they compare the dates, though, yeah, just kind of, you know, go through the iris. It gives them a lot of good information, like even like with the conflicting lost time versus TWA start dates and management directed on TWA lost time. But some of the things that become a little tricky also is when we get different management responses so like one one thing they might say might be an email another thing might be in a

change request and we have to make sure that we're looking at all these things compared with any medical we may have to get to our correct start or end date to update the claim. One other thing that I like to let them know is just because they are management and they are asking us to do something does not mean we have to do it. We can tell them know like if it's not if our process doesn't allow us to do something then we're not going to do it. I think sometimes not everyone but some some reps

they kind of get into the mindset of, but it's management asking me so I should do it.

But that's not how we operate. We operate based on our process, which operates with OSHA guidelines. And most local management does not know all the OSHA guidelines that we do. So we have to do it. What is our process? So it's okay to tell them local management. No, we can't do something. If we really cannot do it. Yeah, so change request ending an absence record. Make sure that they are using the 24 hour rule. They have the you know the iris links here that they should be using.

Um, super important for suppressed claims. Please tell them. Yes, don't such a thing. Do not touch a thing. Yeah, they have to consult a coach prior to updating any absence record on a suppressed claim. Even when it's one of those situations where maybe there's duplicate claims or something. something or it interferes with an older claim because what they will end up doing, which I've seen is zero out everything. I'm like, why did we zero out from 2022 just to start an absence record in 2026 on the new claim? Yeah, so yeah, so definitely and not just absence

We're not making any updates. We're not updating TVFA. We're not doing anything on a suppressed claim. Do not update a thing. All right. Transitioning sequences. Let's see. Okay, so.

Review the absence record, start dates, not the end date. Oh, and TWA and last time in a change request on a claim that does not have lost time or TWA is not an indicator of lost time or TWA. So sometimes we get that like this example here. The claims the notion zero, the NTW does not indicate that there was TWA. So, if we just had a claim without an absence record and they say NTAW329 turned to regular duty. And we don't have any medical supporting NTAW, then we're not going to send an indicator for that.

Same with this example here, if our claim is in OSHA 3 and they just say, And last time, please place employee on full duty. We're just going to end the TAW, you know, as long as we have the medical. And we're not going to send a last time indicator based on that. We're turned to regular duty date. See if there's anything. We're trying to find an example of the second point in the central or doing matches with the end date. We, because that happens so many times.

It's in here. Yeah, so down here, there should be some. Oh, yeah, examples of unusual change requests. Let's see. Yeah, so this one here. Okay. Okay. Yeah. Okay. You got to know. There we go. Number two, yeah. With return regular duty date in TWA lost time dates are the same. Is that what you said? Yeah, okay. So it shows us when they have the same dates for end and regular duty, then it shows an example of start TWA start lost time are the same. Um, and then it was over an example of transitioning sequences.

So this one shows start lost time 1212, start T-A-W 1216, oh wait, hold on, start lost time 1212 In last time, 1229, start T-A-W-1216, N-T-A-W-U, 1229, and regular duty, 1229. So, yeah, so what we would do is return to regular duty day, oh wait, I'm sorry. So as long as medical allows, we would start the last time on 1212. We would start the TAW on 1216. We didn't say that end of the 15. I know it sounds obvious, obvious, obvious. Uh-huh. But they might live in an open boat.

Oh, yeah. Well, on the sample. I mean, following the sample, they will. It's all of a sudden. It's up to you 16. They will leave you both. You're right. Right. Unfortunately. Yeah, I didn't want to be right about. But you're right. I know, I know my people. Oh, man. Um, all right. So we will would not continue last time due to the end last time date. So, yes. So we would start last time total in last time 1215 start. And then we would end last time on 1229.

But it's just saying we would not continue out the last time because I've been putting the last time and date in here like that. We would go ahead and transition them to 1216 or TW on 1216. So then, you know, they have these things to remember. Um

Some example responses. Okay, so I'm going to sit here consult a coach before denying a second change request asking for the same or similar change. Yeah, they definitely need to make sure that they're using this template, even though I really most of the time I feel like management doesn't even read it. for the additional process time. And one thing that I make sure to always tell them is when it comes to change requests, if they are denying a change request, same with approving, but especially with denying it, make sure they're saying why they're denying it.

Because if they don't, then that's just going to either create an additional change requests or a phone call or an escalation email to coaches because they're denying a request and not explaining why it was denied so I always tell them if you know you had a request but in and

someone denies it the first thing you're going to want to know is why so we want to do the same tell them why it's denied. And then also if we are able to approve anything within that request then we need to put what we're what we are able to do. So we would still deny it but let them know why it was denied but then also let them know what we are able to do. I don't know how many times we talk about the chair request and I still see my deny chair request

so they'll see if they knew it was my nation, why would somebody do that? Oh, you're saying, like, when they deny it? Yeah. Yeah. Yeah. That's, yeah. Definitely need to be putting why.

Oh, I have that.

What is true about approved change requests? I have been processed and you know further action. I'm not a fan of this question. I don't know, it's a. I don't know, it's a. What is true about the pro channeling queen?

I've had enough. I mean, what is this proof of check? I'm going to get a second check request. Oh, let me see. Where is it at? Yeah, so it says it here. So it's just like if you're. Okay, okay. approved, uh, uh, uh, change because that's been approved. I's already in the approved status.

Then it just means that someone already processed it.

You don't have to do any additional.

Okay. All right.

Means sounds going to like, if they asked me what is the true, the, uh, about approval and I wouldn't know what to say. Yeah. That one, I mean, if they're looking at iris, which they are, you know, we encourage them to use their irises are taking these tests. So that one, they should be able to find okay. Okay.

I just don't think it's the most beneficial question, I guess.

What must you do before denying a second change request? Like this question I like. I like a lot. Was not you do before the line of second chair request. Okay. Yes. Add something to it. Oops. Oops.

Did I go?

Now we'll be just perfect.

Because as you said you can deny multiple channels equate without cautious. Uh-huh. Yeah.

Okay.

Okay, let's see if both last five and TWA requested for the same time frame, how should you code it initially? This is the most severe.

When does the 24-hour rule not apply? It's really an appeal to the day. Okay, yes. Thank you. If new provider info submitter but no medical is included or on file, what should you do? I need to make a sense your contact and I'll request medical school age. No, this. If new provider info is submitted but no medical is included or on file. submitted where? Oh, on the change request. Uh, okay.

Oh, I did that part.

Um, no, I just wasn't thinking because we are in the change request test. Yeah, I mean, I wasn't getting that. Oh, I just forgot who I get. I'm like, what? Where? But no, that was just me. All right, the boarding documentation from a change request must be attached to the claims blank section, unless it's a duplicate. Hey, so the answer we'd be looking for is file or files. Once a change request is marked and not know for the action is needed, true. Um, medicals required to end the absence record unless it is confirmed that the record is 100% management directed, true.

That definitely does not happen often. If you are unsure about management's explanation for requested change, you should proceed anyways. Yeah. When you're unsure, just do it, just do it. You best compare all new medical documents to current ones before attaching to avoid duplicates. True. Absolutely. At SWM report, might contain information relevant to TWA or lost time indicators. True. When management asks us to change the OSHA code from 1 to 0, what information is required prior to making the change? Medical confirming TBA as yes or no and TBA questions fully completed.

Um, Hi. Hi.

So, when denying a change request, what information must you include in your remarks? And a clear detail note that documents what cannot be done and why. Sure, false. Do not approve or deny the request until all requested changes.

Did not approve or deny their request until all requests it changes have been reviewed and completed true. Oh, yes, that's one to definitely let them know of. Do not approve or deny a change request until the updates have been made. I think they still do it anyways. But, and I always tell them why we don't do that, which is because there are certain people who are watching these requests. And as soon as they come in, they check frames. I remember, I don't know if you remember, I remember Paula, but not the Paula from now.

like the old problem when it was in the UPAs. I don't remember if she approved all the chair requests and it's not working like in the afternoon. I don't know why, but yeah. Yeah.

Yeah. And then we get all this pleasure from Nicole's and you're free. Marcia, that's saying, why is your son is not on date? And why is the world there? Oh my god. Yeah, I was like, what in the world? like some of them understand like if it's been like it over an hour I'd be like okay but I remember one of them was just a couple of minutes and I'm like really like you couldn't wait just like a minute but I get it if it's saying approved and you check it and it's not done then

you know they ought to ask I guess yeah but I don't know later remember yeah they sound not probing? We're working in any way. Yeah, that's just a no. That's just, I'm just trying to get it off the dashboard. I think that's not good work habits at all. All right, conflicting body parts. This is always a, I don't want to get through. It's actually not bad. Um, really in the conflicting body parts may has really, um, is either going to be like additional body parts or right versus left, right versus left to me is, of course, the more complicated one.

Um, so yeah, because I have a few questions about this conflicting body part. I don't know if it could be taken as maybe a future update. But yeah, me going ahead, I will get to the point. And when we are at the moment. Okay, no problem. Okay, so. The first thing they need to make sure that they're doing is looking for another claim that's going to be super important. Because there might be a different claim, especially when it comes to, you know, like a new and conflicting body part, there might be some other claim out there that does happen sometimes.

But the right versus left one of the most important things that they should know is if they identify this conflict that they do not make any updates on the claim based on that medical provider. So don't update privacy, don't update TFA, don't update the health care provider information, don't add anything to the context. Don't touch the claim, that's it. Don't change anything based on that medical, but also important for them to know is that there can be management directed to your last time. So if our claim is an OSHA zero, and then we get our right versus left, and then maybe the medical

says that the point needs to be out of work, but since we can't update it for the medical, you know, we're not adding an absence record. But I don't remember that all day because before, we didn't even have any sequence. Say that again. I remember that all day because before that, we didn't start any sequence based on anything. I remember there was a little escalation calling and everything so I remember that update. So now we will do management directed you know last time for T&W so the only issue is they cannot end it based on the medical because until that

conflict is resolved. So we can start it, you know, but we cannot end it until the conflict's resolved.

But then, you know, just go through the steps of, you know, how they escalate the issue. And then for new and additional body parts, the first thing is looking for a connection. I feel like a lot of times we do in the finding a connection, whether you know you can go to carrier notes, notes, or like risk management notes, sometimes maybe even the 301s might kind of give a connection. When there are falls, that's usually makes additional body parts, makes sense. So I always just kind of look at the medical and, you know, if it's all talking about the

same injury. You know, it's like the same incident, I should say, not the same injury. If the incidents are the same, you know, maybe the injury on the claim was for a dog bite, right? A dog bite to their left calf. Okay, but in the 301s of like what happens, you know, what was employee doing things like that and mentions that the employee was running and they, you know, fell down, you know, running from the dog, the dog bit them on the left calf. So they put

it in for a dog bite. But then the medical mentions the same thing. Employee was running from a dog,

they fell, the dog bit them on the left calf and the employees, you know, sprained their right wrist when they fell. That, like, because the whole story is the same and they add that additional body part, we're good with adding that. So, that is our connection. It's the same incident. Yes, it's in a new body part that wasn't on the claim, but it makes sense And as far as how that injury got there, so an example of one that probably would not make sense would be like, I think here, is the employee, if the employee was working

in the head, they dropped a 50-pound box on their foot and you know injured their right toe, okay so they have a toe injury. And then all of a sudden you know they're complaining of of, I don't know, pain in their neck. Okay. So that does not connect with the foot injury, because a lot of times what employees will do is they will have an injury, but while they're at the doctor, they're like, oh, you know what? Also, I've been having this pain. I think it's from work.

You know, this pain in my neck. I've been having for a while. Yeah, you know, they might, they'll start mentioning other body parts. So with that, that wouldn't be a connection for that claim.

So I'm going to have a question for the connection. When I can, we can use from some time, this is in Japan, like, like, your terminal asset, like this body part, and if they, you know, if they add the new additional body part, we can use it as a connection. Because I think I use that more than once, but now I wonder if now we are seeing this idea. I would, if the connection, I, because, for example, the injury started with the knee and then in the term, they add the grays or the hand, I see the hand, but I mean, it wasn't

a fault, I mean, but now, but then it's in the current clean notes that they use the mutual asset, the knee, and the hand.

So sometimes I use that as a non-legged connection, but just to end up to update the individual apart with the hand, with the new Asian or body part.

And when you're finding this in the carrier notes, are they giving any type of explanation, or is it just under accepted body? No, for example, when we see, like, they accept the claim, like the letter and they say, it's in the claim and they say the diagnosis and they put their diagnosis. Yeah.

So I wouldn't, and this might be something where we might have to like, oh, we don't have that group chat anymore.

I was gonna say, I'm kind of discuss as, you know, a group with the coaches and auditors.

to see, you know, I wouldn't only because I know Liberty Mutual that they're different in the way of like we typically don't even pay attention to to whether they approve or deny an injury. And that's because, you know, their focus is for pay, so compensability reasons versus ours is OSHA recordability for the work injury. So I don't and there may have been a different injury and there might be it might be under a totally different claim. I don't know if that that might be the reason why they are accepting it.

I would I wouldn't want to unless there was a really good connection found everyone else might feel different, but it could be a good topic of discussion. So yeah, I'll take that question back and I think I got the liver yeah, go ahead, thank you.

Okay, so we're gonna send him back. No problem at all. No, we got the grossity delivery. Oh, nice. Yeah, we fun like some like Whitsel, like they just give you that promotion, like this kind of meat, like I don't know, pork, and chicken, whatever I mean. And they have like a kind of Wisconsin glitter. We base table on everything. I mean, he said you're time. So we just pay, yeah. Yeah, absolutely.

I was working for us. I mean, it's a bit like a little money because you went to the, to the, the supermarket and you don't know what brand you decide to buy. And I might be most expensive brand and everything that would cost more.

Yeah, I love something online. Actually, I get like I do like my one more grocery. I do like a pickup, but I like picking everything online because one it saves me money because I am someone who likes to go up and down every aisle. Yeah, I always end up with more than I need. That is true. But I like comparing to and I can see the reviews on different things. I'm like, okay, this one's, you know, this one's good and or they have like a less expensive version of something.

something, so I can see everything. Yeah, I love it.

Yeah, I just got, I just put everything in the fridge. I will organize that later. Yeah, all right. Okay, dokey.

Okay, hello, where were we? Oh, were you asking me about?

Oh, okay, so we have a topic to discuss. the, for the connection of the new HTML body part.

And I do have a few questions for a complete body part.

Because sometimes this is not like a really open, but sometimes like we have two medical, like we say, like you claim too many, one complete body part and one for the corral body part. So in most cases, I usually say, okay, we don't use the one that is completing and you just can't go here and they declined with the one with the correct body part. But I don't know. When you say, you're, so are you talking about like a right versus left type of conflicting body part.

Okay, so like one might have the conflict, but then the other one doesn't, is that what you're saying? Yeah, maybe, for example, let's say employee, right hand and the America front concentrates a live time and has an American from the ER that doesn't give you any diagnosis.

So what we can do in that case. We can use the the one that does not have the diagnosis so like because it's from a different provider, so so when it comes to the right versus left and I think does it say.

I thought it specifically said that from this provider, but I think that's the the predated for suppression that says you can't take anything from this provider. Yeah, I also ask you this one, because I remember one time, I think Camille was the one told me, we have the same situation, completing body part, the employee had an appointment with an rep provide the regular duty, management wants to ask the sick and to ask to end the sequence. the medical that you really don't do it doesn't provide any diagnosis. So I remember

time it told me like no, don't use it because it's not making any reference for which body part is produced really not something like that. That makes sense. That makes sense. I mean, yes, that does make sense because maybe the claim is completely wrong. So yeah, in this situation, We can have some other situation like an or medical with the correct body part or without any body part. Yeah, let me take that one back to hold on one second. I got to write it down or you know what I won't remember by the time we're done.

Yeah, maybe, yeah, maybe I told me to discuss about this idea is completely about it. Complete ribosolib and additional body part. Say that one more time, that we can say this idea to be a discussion group maybe about the injury body part with the situation I just tell you and the connection to the new additional body part. Okay. all right do that I can um do you want me to okay so I can definitely have do you want me to just do like a chat with with everyone for this question may it be I mean like like a sure meeting

maybe, we're crazy and Ashley, maybe, maybe, I don't know if Ashley is available, I don't know. Tommy, to either, maybe. Definitely, I definitely would want to include Ashley

because yeah, yeah, I definitely would want to include Ashley in that. Yeah. Um, let me just write this down so it could be an email, maybe just let it on the beginning, maybe, and then like if we see it having doubts on the data and then make sure meeting, catch me after a meeting.

Oops, last. I'm going to go on. Like. Different. I'm kind of. And. Work. I mean, no, diagnosis. vertical

Wonderful. Okay, got that question and then shoot. What was the other thing that we were, I said we could take that it was. Oh, when you're to me to accept in the current now that I said the new additional worker. Yeah, more time. When leadership is all set, the new additional employee part? Yes, OK.

Sorry, I'm just writing, um, writing the question down. So, okay, cool, cool, cool. Got it. Um, let's see. All right. Um, okay, so those are good questions. Very good questions. So we can definitely try to get on the same page about those because there is no written rule on that and I feel like those are going to be things that we would probably all do differently, but maybe we can, you know, discuss and have like one one way of doing it.

All right. Did we go through everything on this one? Yes. Okay. And did you have any other questions on this process? No, I think was everything. Okay. All right. Yeah, because I normally get everything, but I just have that question for those situations. Okay. All right. Perfect.

Yeah, and if they do get to this step here number four on the right versus left, make sure to let them know that it has to be a phone call. Like any type of escalation that we do to the healthcare provider that's outside of just asking for a work status. It has to be a phone call, so if it's for any type of clarification on something, it's a phone call. We don't want them sending faxes for these things. I think it is a Ohio claim. Unless it's an Ohio claim, if it's an Ohio claim, we are not going to call that.

Oh, I see that part. Now we get it. Yeah, and yeah, so that rule is for every situation, we do not call them for anything. No compilates, no, no anything. We're not going to call them. Okay

All right, so then we move on to the mending.

I'm flicking in no duty status orders. All right, so same thing again. If we're if we're following any of these steps in this iris, it should be a phone call only, unless it's an Ohio claim, then they should be using the Ohio Iris. Iris. I have the feeling we see this. I was already. Did we say this one? Yeah, because I remember I asked you. And I always I always say that for all this situation, three attempts. But then I realized only for completing and. And Amanda is three attempt and for missing it just two because.

For me, we can escalate that to management team because they might as the completed medical document or may know the Word of the status, but for the complete and amended not because they will Trying to accommodate the response that fit them. I Think I remember you bring that up, but it was on a different

Iris Yeah, I was thinking about this one No, we hadn't made it down this one. I'm just going right in order of, um, yeah. So, uh, sorry. Um, all right. So, midi conflicting, no duty status orders, make sure that they are calling on those. Um, and then, um, mentions here do not confuse amended medical and contemporaneous medical. Um, just let them know that we will eventually review contemporaneous. And so, um, and kind of go over what that is. Um, because it mentions that I have more than one spot.

Don't confuse amended with the contemporaneous and don't confuse conflicting with contemporaneous. If you want, you can also just give them a very brief description of what contemporary contemporaneous medical is so they can have like somewhat of an idea. let's see. And now there are examples in here of conflicting medical and unclear work statuses, but I still like to have examples as well just for them to to see something else. So just FY. Yeah, examples of conflicting or amending is always good to have as you're going through this one. Let's see here. And then just, you know, kind of go through the

iris of

Okay. I think you're on mute. Oh, no, sorry. I was checking that urgent one real quick, but it's nothing or nothing for us. Let's see here. Well, I think, well, Margarita's on break isn't she? Yeah. Is Margarita, um, is she doing the more, more claims or more, um, more work? I think, okay, yeah, yeah, see some bread, but supposed to be back. Okay, she's back. Okay. I was looking at that one. Tammy just sent it popped up as Erna. Um, now, but that was for Bobby. Yeah. Okay. We can assist with this. That's baby.

Yeah, he said, well, he said the other meeting is over at three, so it shouldn't be just about done with that. Yeah, my juice back. Okay, I'll hopefully she can help out with that. Okey, dokey. Um, okay. And then the thing did he start is. And if there's anything else. So yeah, I mean the iris is pretty straight forward. And there are examples in there. But again, I would just. include maybe a couple more examples, especially like if maybe there's an amended

concentra a lot of times those theirs will say that it's amended so that would be a good example of an amended and then also all that one that one shows how it's amended but like of the crossing out of it. So that one's not bad. We can, we can, I just want to myself, I mean, just, just searching in teams, like completing what the results are, something like that. I mean, I will talk about some, some claims, some question from the agent so we can use it. Yes, yep. Yep, yep. That would be a good one.

All right. Oh, this one recording claims from multiple employees with multiple entries. Oh, definitely not my favorite Iris. What is this one? This one. With multiple absences, those two are not my phase. Did I? Oh, I did. It's down here. Okay. All right. So recording claims for these.

Oh, okay.

Recording claims for employees with multiple injuries. So there is one thing in here that needs to be fixed. I think it's in this one or no, no, it's not. It's in the companion claims and multiple absences, there's something that needs to be fixed. And it has to do with absences records, but give me one second. So make sure re-entry, contributory, entry duplicate, injury companion claim. Let's see, about guidelines, I'm going to buy things, I feel like they were doing pretty okay on these, except for the constant question of is this a companion claim?

Yeah, so this one, I mean, we can show them an example of, you know, a companion claim, and just say, like, see how there's tasks, you know, that have a due date. So it's, you know, actively being worked. And so that would be a companion claim. So we can show them an example of that and then just go over the iris on this one. Yeah, because then it's got a lot of information. It is a lot. Yeah.

All right, lots in there, and then this one does mean an update on the coding of the claim. So this one for the campaign claims with multiple apps. This is yeah. Where is it?

I guess in the steps on how to check risk track, campaign claims. Okay, so campaign claims with open most time on the order claim. So when there are campaign claims with an order claim that needs last time already has, last time open, leave last time in the order claim, unless otherwise instructed. Okay. Um, where is that?

Where is uh

Okay, or is it on this side? Companion, clients. So this one's with open T-A-W. If there's an indication that the employees are released a folded in or in the claim. Okay, there's an indication that the employees are in the...

Oh, here it is. This. That is the whole thing called to get out of here. Not correct at all. Wait, wait, wait, I always call most of you. If the old plain calls to get out of here, then you claim these was the interstitial. The. I think I'm going to miss a coma or the, I don't know. Now, it's the whole process of this. So it's saying that we always code most severe if the old claim, so if there's an old claim that has TW on it,

and the employee injures themselves again, right? And now they have the new claim. So sometimes you know they injure themselves while they're working TW. So then they have a new claim entered. We'll say the new injury requires lost time. the doctor takes them out of work for the new injury. This is saying that the last time should be held

on the older claim instead of the new claim and that is not correct.

It should not be held on the older claim. So we will need to leave the last name the new claim. Yeah, and we would. Okay, okay, that's the older claim. Because we don't want to, I don't go ahead. And they might think that we need to move the lessons of the older claim, but it's no.

I mean, that's what Iris says, but Iris is actually incorrect.

Yeah, because we can't have lost time on a claim just for the sake of, because it's older, The way that OSHA works is they're looking at that injury, that claim, and how severe it's coded based on that injury. The new injury has nothing to do with the older injury. The older injury doesn't need lost time. That claim should never be coded in OSHA 4 just because a different injury needs lost time. So, we don't want to code a work status provided by a doctor for a new injury on an older

claim just because the, just to hold an absence record on the old claim, but that doesn't make sense. We would just have to end the TW on the older claim and code the last time on the newer time.

Did I lose you? No. Why don't you? Okay. I mean, I was calm. I mean, I don't. Some of the. That program made me confuse a little bit. But. I mean, you just explain to me that. I mean, in this situation, most of. I mean, we were thinking about moving the Los Angeles to the other claim from the claim, but it's not because the injury is different. So also, I want you to, yes, keep the Los Angeles claim that's supposed to hold the claim. I mean, from the injury.

Right. I remember, I do that like once. I, when I have multiple assets, I leave the Los Angeles to the new claim because it was more severe.

Yes, that's exactly right. Now, if they say if they both were TAW like it. Yeah, then we keep it on the older claim, but we're not going to take a more severe claim and then just move it to the old claim just because. Yeah, so we're not going to do that, but if they're both if both work statuses are the same, then the older claim holds that absence record.

But if one is more severe than the other, then it's going to go on the correct claim that that work status belongs to. Yeah, I'm just making a note. Update the iris. I think probably just delete that. Completely. Management asked for lost opportunity to be coded on a newer claim, but there is still lost time. I put them on a claim that is five years older. Um, that is over five years old, consults coach, okay? If it claims five years older or less, the claim must have a task set.

Okay, well, I mean, if at least five years old or less, okay, okay, five years or less, just five. Okay, now when it's more, okay, no, no, no, no, no, I see that they, they're writing, okay. Yeah, because really it's not, it's, it is claims older than five years, but really we just need to say six years and older because we don't use a role, what we call a rolling calendar year, meaning if five years, if a claim hit five years today because, you know, because of the date, we still would work until the end of this year. So, um,

So even though it might be, you know, five years old now, or even if it's five years old and five years and two months, we're still going to work it until we get to. That's a good point actually. Yeah. Until we get to the following January, so I guess maybe not six years, it just, it just depends. Yeah, they're basically situations.

Like where it falls within the year. Um, okay. And remember they cannot overlap. I'll just remember if you're unsure, consult a coach, full duty indicator email, send. Okay. I feel like that's been added now.

I think. We wish part of the day. Um, this email. But I think this was entered in here before Pete got it updated and the, uh, and the emails. But I don't remember that was because, yeah, we've had those old playing with a little sign open. I see it's I don't know how many years. Yeah, no, so this is right, but I just don't think we have to, before we had to copy and paste this into an email, like this whole thing, but I think Pete got it added the template added so we actually don't need to have, you know, copy and paste it from Iris now.

Yes, I see the temple here. I see it right now. Okay, perfect. With the same, I think it's called a little bit. I think they added more or... Let me see. Full duty. It has gone to the tension and in not says I think they added something else that if you are unable to provide the make a document with this information please complete the attached to the service questionnaire or it's on or blah blah blah oh okay yeah yeah wait on I think they added something else but yeah yeah particularly the same that mine I think it's just it

just looks bigger on the template because the way that we have to look at our email is so small and squished. It looks smaller. It's all the same. Okay. Okay. Okay. So, yeah, before Pete added the template and on the claims for us, we have a... So, no, we don't need to do that. We can actually remove it.

I spelled that wrong.

Okay. Fabulous. Okay. And on that, that's the only thing that we really need to fix on there is mainly that that one piece. But yeah, all right. Let's see. We all move right on along.

Do you have any questions on that process at all? No, I'll have.

Okay, so get that one's questions.

Oh, there is something I need to add to this one. I know which.

Okay, so with this one, we said that it lets them know that the press claims cannot be modified, can't change or zero out the absence record. But then it does say unless absence interfering with another absence for the same employee. I'm going to need to go to console that coach. Absolutely, because I almost sent this to someone when they touched the absence record. I'm like, I was told next time, but then I was like, oh, man, it doesn't even say it. It's only in the change request.

Oh, yeah, I remember you told me that. You went to like, I just called that part by how he doesn't help you. Yeah, I was like, oh, man, I can't even I didn't have a pretty hand on, yeah.

I was like, dang it, gotta get that update in.

I can't tell you, you should have looked at Iris, if it wasn't there.

And, sold a couch for, yeah, yeah, okay, that's good enough. Okay, that's good enough. All right. Okay, so then, you know, just goes over and not work related. One thing that I do. Make sure to tell them when it comes to not work related. It has to be on the medical because I feel like we get a lot of questions all the time. Like management said, it's not work related. Can it should I send the suppression? No, because they're not the doctor. It's not on the medical.

You know, has to be on the medical and management can tell us all day long that it's not work related. We don't care. I mean, they can, we can tell them they can, like if they send us a change request saying that, we can definitely tell them they can get with their local health and safety to discuss, you know, the suppression options, but we're not going to send the email. duplicate injuries. If you're lucky and find duplicate claims, you know, you can. An example. Incorrect date of injury and illness.

So this one's, we only would send this one after management confirms that the dates are incorrect. Unless it's more than a data service that predates the date of injury, then we're going to send that suppression. It's going to send it. No DOI conflict. And this is just the place, you know, added for them to know how to find the health and safety because all suppressions go to health and safety. Okay, next one is the IME. Sorry, do you have any questions on the suppression? Well, just want to be still need a coach system.

Do say that again. see me that coaches down for a role in AMV?

Oh, no, they should.

I don't think that Iris tells them that they must consult a coach, but also we haven't exactly went over, like we haven't introduced this process. I think that, right? I think we haven't introduced that already. Yeah. So we haven't introduced this process. So really, they should be getting a coach and not using this.

Oh, that's misspelled.

Good lines.

Good lines. Yeah, but I don't remember that as a few changes because I remember before, if the employee continues to continue streaming, we cannot use it, but now we can, and in the employee's return to the cleaning, something like that, I was given a decision again, well, we will start a sequence again. Yep. And now I'm pretty aware of the remarks that management needs to be clearly in the remarks about the return to regulatory data. Yeah, the IMEs, after you do a few of them, a few of them, you know, get pretty used to the, you know, what you're looking for. But yeah,

we just want to make sure that on the IME that they did treat the exam in the same condition, oh, they don't treat the employee, but they examined the same condition. Let's see, determined that the IME did release them to regular duty, usually I don't see them release them the restrict due to your lost time. And then IME medical must be attached to the claim. So we have to have the IME medical in order to, you know, make the update. Management must state the exact date employee returned from work.

the return to work date does not have to coincide with the IME date. However, they cannot back date the return to work date. So usually the return to work date and the IME date are not going to be the same date. And that is because they typically don't get the IME report until. Sometimes after life, it's usually not going to be like the same day and then the employee returns the same day because it's usually a pretty long report. And it takes all the time before they they send it out.

So to me, when I see them returning an employee on the date of an IME on the date that the IME was performed, that's a red flag for me. because I'm like, how, you know, how is that even possible? So check work day to confirm if the employee shows return to work. I usually when I check, they are not showing return. They're usually still out on leave, which is fine if they're still showing on leave and work day. However, if they are showing return, which I think I've only seen like maybe one where they were already shown

returned. It has to match the date that management's giving us. Otherwise, we're going to deny it.

Yeah, it says employee does not have to show active and work day for us to end it. So they can still be shown on leave. Sometimes employees return to work due to an IME while continuing to treat with their HCP if we have already accepted the IME as the authoritative medical yet the employee continues to treat with the HCP and they have a change in status like restrictions or taken out of work then the advisor should update the claim absence accordingly. So yeah, like you said earlier

If they are, if they treat after the IME is performed, and then when they treat again, if they're given TWA or last time, we're going to start that absence record right back up. I actually had an escalation about that before. That was fun.

I was like, yeah, well, they treat it again. So, yeah.

Thank you so much again.

So um do you think we can do? Yeah absolutely nothing we can do and this is this is the the process that we were given by the higher ups you know um so I can I'm really bad with names so I don't remember who they were um but I just know that they I want to say maybe there was some risk management, maybe help them safety. That was in on now. And they, and this is the information that they gave during the meeting was like, no, if they treat again, then you know, we're going

to code, you know, based on that appointment, I was like, hey, Yeah, all right, so most requests will come in the form of a change request, the remarks section in the change request must date that the employee returned to work, along with the return to work date and then gives us their examples for someone's unacceptable. So if they just put the end date here and the remarks says employee has had an IME prime their MMI, please, and their sequence. Not enough information. What we want to see is something

yes, employee return to work on 9-5 after their IME. Just something that lets us know that they are that they are actually back and not just in this per the IME, like no, we don't in per IMEs. We end when the employee is actually back to work. I've physically returned back to the building. And then we have our templates here. Always let them know they can modify those and how they need to. Okay, so this here. I don't think he's added that yet. That was one of my.

Let me see. Not the yes. because I think this part was all we were waiting on.

5, 2, 3, 2, 1.

Yeah, we needed to have like the template done and all that. So we just needed to have these, but I don't think it's been done yet. No, all right. Something to add? Hmm. Something to add. Well, I've requested it. I think twice now. But it hasn't been, hasn't been done. So I might. Bring that back up. I'm going to see when the last time is that I requested that because he's usually pretty quick with getting these done. But so this would be so once this is complete so this would be like if we happen to have egg and IME in the files but maybe management hasn't sent a request so to return the employee so it says if you're reviewing a claim with the IME attach and work they shows an active status so it has to be both.

Okay, I'm attached and work they show as an active status, however management has not requested a return to work for an employee, then that is when we're going to send this the email out. And then we're going to create a RDS no follow up task for it. So we would just keep working to claim like normal and just waiting for management requests. Yeah, so it's kind of like, hey, we saw this. Let us know. And then we're just. Is it like an out of time to work?

Yeah. Just important management and just waiting. Yeah. Exactly. Okay. Exactly. So, but, you know, once we get this part done, then we can really like review. Are you guys going to review with the team and we have added. But, um. No, we don't. No, we don't. I was just looking. It's not there. So maybe the next g-sharm is meeting, which I think is next week. You're going to bring that up. Yeah, I'm going to have to. Gonna have to do it. Okay. I'm addressing intake errors.

I mean. Yeah, this one.

You know, I don't think that, I don't think that, oh, okay, that is there. You didn't, okay. So, I'm pretty, pretty simple. Just make sure that they know they really need to make sure that it is truly a duplicate. Okay, because some documents look the same, but they're amended or they might be conflicting. So they really to make sure that it's actually a duplicate document before they ask for it to be removed. Because we are not going to double check their work for the most part.

I'm not going to sit there and look at that. review of the, yeah, if the agent lost the document, it's not my father. Luckily, so they're very sure. Um, and then ID ease. Um,

I'm definitely having to process for them. Sorry. Was that a sneeze? Yeah. Oh, bless you.

Um, I thought that we had an IDE process. Did we just talk about it? Um, hmm. I might have just been a conversation because I thought for sure there was one. I'm not to ask Ashley, yeah, because sometimes, you know, we might like talk about something, but then I don't know, like I thought there was, there was like an IDE process, and it would also require ICM to use the, like the no claim in shermas, no claim in G shermas,

that as well is what. Okay, I don't remember. I'm gonna have to have, because I remember that being talked about like, we need to have like something, because when we don't have the documents, like we can't give it back to intake. Like a long time ago, usually we could always see who, which intake attached to what, And then we could give back to them and say, hey, you know, send the no claim. This was for, you know, a different injury or something like that. But there needs to be a way for, I say I'm to do the same thing.

So, which is the no claim.

So, good on that. I'm not, it's too much. Okay.

All right, so moving on, we'll see how much we can cover in the next five minutes because it's now your favorite iris article. Which one? Oh my God. Maria? I think we need to save it. All right, now we're going to get this on out the way and get it out the way. Okay. The only part of the matter that I get it is the. I think it's the four. The. The first five. I said that. I don't know. Because that really doesn't even work, it's mostly for the office of this year.

Okay. I think if I remember correctly, I think there's one of these under a lost time that doesn't work or one of these, but let's, okay. So the first thing about this partial shift matrix is it's always going to be for like mid shift type visits. I'm not pre-shift, not post-shift, just the management. And, you know, how to code for that day. Okay. So, let's see here. Use this matrix, confirm if there's a change request or email from the district with an absence record update. So, that always be important because most of the time it's just knowing from management what the employee was doing.

So the change request will override the matrix as long as the absence record in date is within 24 hours of the date of service when the return to regular duty date on the medical is future date at the 24 hour rule does not apply. And the absence of information from the district the date of service should be coded most severe. Hey, so let's see, when starting TWA without a verified start date from the district enter the record per the matrix below and follow the RDS escalation process, that's to send

the TWA offer. Okay, so, first one is employee work status on the day prior to the medical appointment. So basically, what were they doing before? doesn't usually work too well for like initial office visits. This is usually like mid, you know, like a follow up visit. Okay, so if before they went to their appointment, they were on regular duty, given regular duty on their appointment, then that day is going to be coded as easy peasy. Okay, so if they were previously regular duty before they went to their visit, went to their

visit and got restrictions. If the employee returned to work after the medical appointment or worked at WCode as T-A-W. So, partial shift, we're going to code T-A-W because we can. They're going to have to be, yes. Yeah. So, again, that's why I'm like, well, if you just use the absence record guide lines, you should be fine. Okay, so if you were regular duty going into your appointment, you go mid shift and get restricted duty. If employees did not return to work after a medical appointment on that day count as a regular duty and start TW the next calendar day. The only way you

you would know this is if management told you. Yeah, I would say done. Yes, so if they asked for to you to start the next day or, you know, something like that. Otherwise, we would just do this, which is most severe and start at the same day. So. The only way you know that they didn't return to work and work is if management told you so. That's how that one would fall. Um, so now these, I think those, those two is for all presented chief.

Um, regular duty did not work, so if they did not work that day, they went in and got restrictions, we would code STW. If they were regular duty and they did not work and then they got restrictions if they didn't return to work started the next day. And they would still be regular duty. So really, the did not work is not necessary to know, honestly, because it's not like they were lost time. That makes sense. So, and then we have regular duty, go in midship, get lost time,

regular duty, and start next last time in the next calendar day. Again, that still follows are absence record guidelines. And because there's no partial lost time date has to be the whole day. Yes, we'll start.

Now, if they're regular duty, but they did not work. And again, really, we would only know that management told us and they're given lost time then we would code lost time however we're really not going to know if they worked or not unless management told us that so if we just have a partial shift. We're just going to start last time the next day. Let's see. If they were restrictions prior to their appointment, if they were working TAW, they go in mid- shift and get regular duty.

That day of service is still going to be coded as TAW because they would have worked part partially TAW that day. So that day still has to be covered under TAW maybe regularly the next day. Obviously that one and then restricted duty if they're TAW went in mid shift and was taken out of work we still code that data service as TAW because they would have worked a partial shift. Sorry I'm just can do these real quick, and then we'll go last time. So if employee was on last time, and they go in mid shift,

and they, it wasn't lost time, and I get the medical giving regular duty. If they return to work after that, then hold on. If employee return to work after medical visit and work regular duty for partial shift code as regular duty. That means ending the sequence one day before the later service. Huh, yes. Now, if they did not, and again, we only know this based on how, if management tells us, if not, then we continue coding that data service as lost time and then put them regular duty the next day.

Otherwise, just we would just follow the rules on absence record guidelines. If, um, let's see, last time restricted duty, if the employee. Where you just keep one. Hold on. Oh, that one, that one. Okay, last time. Okay, and then they're given restricted duty. Okay, mid shift, then if the employee returned to work after that visit, then we would code it STW. And we really know the management told us. Because we're not going to make that decision. Exactly. So with these here, we wouldn't do this anyways.

So really, it doesn't even need to be part of the matrix, because we don't move employees to TAW without management telling us. So then last time, last time, last time, but yeah. So the matrix life that I never ever use it because the absence record guidelines works pretty flawlessly as far as what. Yeah, I mean, I think the only part that I really use, I mean, is the fight of, fight, I'm sorry, fit ocean. The graduate did not work. It probably did not return to after the America appointment

on that day, kind of, the graduate. And this is mostly for the office of the chief. Yeah, I agree. I would like to just throw this iris away, to be honest, but yeah, I think maybe make the people confused. It will, for sure. You know, ask the team, you know, that are thoughts on that because like how useful this iris even is. I don't think it's useful at all actually. But yeah, that's just me. All right, so I think we will end it here.

So we went over just a little it. And then I think we'll have enough time to finish everything tomorrow. Yeah. Yeah. Yeah. All right. Thank you, Rochana. Really appreciate all your Yeah, it's an inspiration. No problem, I'm glad to help.

So you would have at your break. See you and see you. Enjoy for break. All right. Bye. Bye.

Hopefully when it moves, it'll be user friendly and won't take as long to pull up over the same. Oh wait, I got this connection from the BPM. Maybe that is the way it's taking solo. Ah, yeah.

And I didn't see the time I was, I, I, I took my lawns and I was in the bottom of the abrosion when I see the tide, oh my god, I need to rush. It's okay. I was doing the same thing. I was trying to get dinner started, actually, I was trying to throw it in the crop pot. So I'm like, down to the last minute, I'm like, running up, you know, running upstairs to log back in. Oh god. Okay, I'll be there. It wasn't the only one. No, I felt under pressure like on one of those

cooking shows where I never really happened to everything.

Okay, finally see to disopen going to

open the Microsoft Edge

Oh, there we go. That looks better.

Okay, what do you think he is?

Did you get it for me? I recommend that she there is no claim

Yeah

I think I did it that one because I think it mentioned before a string I'm thinking now it's based on the service now. Well, on once again, let me share my screen. I'll put it.

So do the reps know about as far as I see them, do they know about the instructions here? Oh, no, no, no, no. Okay. All right. I'm just curious on that. So I think that got added last month. I don't really remember. They will talk about with them about this bar.

Okay, so this is something new. So, one of the things I had need to do in the. What's the next? Sure. I'm just meeting. I think it's. I think it's next week. Yeah. I think it's. We. Um. Oh, wait. You talk about. With me about the email or. I think they were something else. We saw something yesterday that you also wanted to bring it up in the media because it was talking about like email and tag, but there is no email. Oh, no, no, that's, yeah, that's different, different, yeah.

It was, I was trying to remember, it was back when we were looking at the DDEs and IDEs. And I was like, I could have sworn we made a process for, for ICM because I questioned, I said, okay, well intake, they have a process when they come across a medical document in. He's not playing this. Yeah, there's no claim, but what about when ICM has that issue? They need to have certain steps to take in order to resolve that issue. So that's when we had this added here for instructions for ICM when there's when they have an IDE, but there's no claim for the document that they have.

There's no template yet for that. So they would have to copy and paste copy and paste, but I think we can get the template done because I don't know when that would even be reviewed with the team. And then next year, I'm just meaning I'll just get with P and then ask him to create that. Usually it doesn't take him too long to do these and usually don't pretty fast. So, um, so maybe after that.

I'm thinking.

So you're ready to review that so that we can implement this part of iris. Welcome. if you want to do it before the career in the template or after. I think after would be easier. Okay, okay. Yeah. I mean, it's not like really long. I mean, just if that happened because I don't think that will be often. But yeah, just in case it happened. Yeah. You know what to do. But wait, so one minute. The email will send in the claim that was attached to the document.

Yes. Okay. So we would have to. So the thing is we would have to. We would send it from the claim, but. Let me see here. For example, this can happen for if I incorrect employee or maybe for the same employee for the claim by a different injury

It can be the same employee. Sometimes it's not, but yeah, sometimes it's the same employee. You know what? I think the perfect case for this one because I see in this like not that often, but I seem like a few times. For example, when the employee has a lot of really old claim they have a new injury but didn't create the claim and they just attach the new as medical to the old claim. So we need to open the sequence because we need to but we were waiting for management create a new claim.

Right. And it would be for that and also those right versus left where we never hear anything back. So we have that the last step for them. Okay. Okay. You know how we have like the ID, they have to ID it, but at the same time it's like, oh, okay, well, what do we do with that after that? So, if I'm not grown, when that happens, when the escalator, like, or all the way for the South China, there is no response. I think, like, I, I showed the agent to just go ahead

and escalate our HPD, is just to comfort the employee, really is extremely worthy, everybody part on the claim. And now, with that medical, that is correct body part, or conflicting body part, we will send this email. Yeah. Okay, okay, okay. it would work for the conflicting body parts, it would work for, well, I mean, I guess it would be conflicting, but like a totally different date of injury, that might be attached to, sometimes management doesn't create a claim, they just attach it on there. So it could be for that as well.

So also working for the IDE medical and preshive the, sorry, preshive not predated DOI also too.

Yeah, or I mean, I was thinking because yeah, well, I know we send the suppression, but sometimes they didn't suppress the claims at all. So maybe this could work too. Yeah, definitely. I mean, I'm possibly sending both. So yeah, maybe we'll tend to quicker the response maybe. So we can come back to that. That's just something new and I wasn't sure if I believe there was third email sent on that, I would assume so, but I just wasn't sure if it had been discussed with the team. Okay, so but this part here is for the intake group,

And I wanted to check something here, 19078.

All right, yeah, all right, this one, make sure that was on there. Okay, perfect. Okay, so sorry, I just wanted to check on that real quick. But I will bring it up in the next resource meeting so we can get that template. I'm also the ID he's in this agenda. Actually, I don't think so because that was just done last month. And therefore, I don't think it's updated on this one. So because I was thinking, which party should be included?

One night, it's 078. Maybe it needs to attach and support the document, but it really, on that one, it can be down towards the bottom, because. OK, OK. Yeah, it can fall, let's see here.

Where's the one where we review the ID ease or a DDE's

That's in support 23615 23615

I don't know what I just read. I was writing to you because it shows that you're wearing on a hole. I mean, yeah, I pressed something on accident and I didn't realize and I was just talking and I look back because I wasn't getting the response. I was like, oh, man. Sorry. Okay, so it can go. You stop churning what by the way. I what? You stop churning your screen. I did. Oh my gosh. I don't know why, I mean, you were in a hole, I don't know. I was thinking you'd receive an article maybe, I don't know.

No, no, I pressed some button on my, like my little speaker thing. Oh, I don't know what it, but I pressed. Okay, so we have the addressing intake errors here, so I'm thinking it can fall right underneath right after this one here. What was that Iris? This one. Okay. Oh, it's 19 feet. Yeah. It's.

Hey, hey, hey, hey, hey.

There's a column or a seed. Nope. Make a document. Wait, let me tell you. No matching claim. Yeah. All right. I think that's a good spot for that. Okay. So, um, yesterday where we left off, uh, the, uh, the, the, yeah, the partial series and then your, your matrix, yeah, I really think I'm going to suggest. I don't know if everyone will agree, but I, I agree. I don't need to argue. I agree.

Yeah. I'm like, we can really just get rid of that. It's, it's more confusing than helpful. So that is true. I mean, yeah, yeah. I mean, there is no need to have it, to have it. It's really confusing. And most of the Asian are scared to see the Irish. Yeah, yeah, yeah, yeah, I get it though. Yeah, because at the end of the day, they don't understand the Irish that matter, they will always ask that it's in chat, so. Yeah. I think so. Um, let's see.

Just. And. And. And. And.

Not to just remove the matrix.

You change them cold cold

Okay, so got that. Okay, so then after you review, hopefully by then we won't be reviewing this matrix, but after that, then it's working new claims. So now we're at the point where we're working claims that are OSHA 1 through 4. there's really not going to be much criteria that we have to remove from it, but I would definitely recommend taking a look at it and then kind of seeing if it falls under any of these that we haven't reviewed yet. So like if it's a mental illness claim,

maybe not have it be one of those.

Let's see here. with the access, but like keep it simple. Yeah, yeah. Yeah, just just simple one. Maybe some medicals attached. Central just need to start to value and that's it. Yeah, so just work some of those random one through four claims. And then after they work the claims, then we have the absence record workshop, which that's on the PowerPoint. It may need to be updated possibly. I'm sure there is. I was thinking about the presentation because we see I can record like really tonic time ago.

Yeah. Let me see. Where's the scorepoint for Ethel's check the number on it.

Yeah, okay, that's this one. Okay, so the absence record workshop. We've been using for quite some time since almost I want to say almost the beginning of training. Maybe like the first two classes and do it. Possibly. Let's see, then employees should start time. Okay, so this still stands true. That one's fine. Goes over medical time stamps. Perfect. And I did use this one after because after working claims because they can really, because we already went through all the rules and then they get to put, you know,

Actually work the claims and then we come back to those same rules. So hopefully that kind of ties it in to make sense. A little bit more. What are you about to say? No, no, no, no. I was thinking that maybe we need to add like because now we have separate a TW and lost time maybe a year or I don't know if the next slide, I don't know. You said add what in a starting lost time because I know we have different. 25 were ruled from TNW in those time. Yes, yeah. So that is in here, so we do have that.

Oh, okay, okay, okay, yeah, yeah, I was thinking maybe in the next slide. Okay.

But then we just kind of like go over these rules again. But I like the idea. So first we see the Yeah, it is an record, now we try and claims, but now we make more emphasis in the Tune 5 rules and that's a record within this presentation. Yeah. Yeah. Okay. And then I just put a little note down here. Keep in mind, we're starting absence records. We can never start on the date of injury unless they are across the night worker meaning

their shift starts one day and ends on the next day. Okay, okay, and then sources that we can use to immediately update and the like this is in the melee update. Oopsie. The claim absence. Okay, and then that's going to be an iris article 236267. So, let me know about the files, change requests from management emails from management, and phone calls from management.

And then this one here is going to be at our example of the TWA offer and you let them know. I see the visual of making sure that it has a start date. And then this is the TWA offer that does not have a start date. And we so want to let them know that we cannot use it to start TWA or accept it as a TWA offer. This is the last time form that we used to see every now and then not so sure we see it anymore. I haven't had any questions on it lately.

To be honest, I never see that. Okay, all right, they might not even use them anymore. So I don't know. But if they did, then we can go ahead and use it. Let's see here. This one goes over work status and I'm talking about footwear. So this example is where it's in the work status is full duty. while in the boot. So if there are requirements where any type of boot, cast, post-op, shoe, surgical, shoe, we're going to code that STAW. Ira says could potentially mean TAW, but we're going to code most severe, making sure, of course, to check the employees EJF.

Because depending on where they work, if they're not like a Sorter unloader package car driver type a job

And it won't affect their eJF. So like if it was an office Worker like ourselves and we had to wear a boot on our butt

Yeah, it would just be regular duty for us

But if they work in a hub then and that's going to be T-A-W.

Let's see, take attention to exact restrictions and always compare the restrictions to the employees' essential job functions. Yes, making sure that they do that. Like I said, they stop using the EJF Iris but definitely continue to encourage them to use it because that's how we know if it's through the restrictions. I can be the difference of a passing or failing audit. Okay, so it's time out to ask tolerated work status and how we interpret that as regular duty. But if management asks us to put the employee on TWR last time,

based on that as tolerated restriction, we will do that. Let's see here.

Turn to work the next day so this just kind of goes over.

How we. Well, yeah, it falls under that part of that Iris, but how we do not. Code lost time. So we just return, if there, if it says to return to worth the next day, that's just going to be regular duty. Yeah, because it doesn't say any solution of being a work. Yeah, unless it's a pre shift, if it's a pre shift, then, uh, yeah, yeah, yeah. We will treat it as missing. I don't remember missing. Not missing. So if it's a precious business return to work the next day, then that is going to be

lost time. But I think it's college because they need to reach out. They can provide it to comfort the zero visit. What was the intention? Let me double check real quick because I was thinking But yeah, let me let me let me make some of those where we didn't have to call this management that was for offers of the chief returned to work the next day, except I've won't. Employees in prior to the ship started to help care provider must be contacted for a verification. Oh, yeah, yeah, for a mandate conflicting in a duty status order to confirm the duty status for the date of visit.

Yeah, I'm going to call it and provide it and everything. Let's know. Yeah, I'll be doing that. Keep Los Angeles. Yes, yeah. I'm going to keep it last time. I would. I know it says follow the steps for amended because I think no duty status orders that might be something we need to come together and ask about because to me, I would say follow the call three times and if nothing keep it regular duty and I don't think there's anything that we would need to reach out to management about because no duty status orders like management.

So it's all the same, but after three at a time, if not look, return through it, put in a record of duty that day. No, I don't know. Sorry. No, not keep them lost. We could still put them on regular duty because it's giving a return to work date. But so you want to keep it as a regular duty, but it's still calling just to just to comfort the intention for that date. Yeah, yeah, if it's precious, if we don't get anything after three attempts, then we just leave it how it is.

Yeah, actually, that won't save us a lot of escalation, I'm sure. Yeah, because because for like admitted and conflicting, we don't escalate to management, no duty status orders we do. and I wouldn't think that we wouldn't want to escalate to management based on that,

just because they can't tell us the doctor's intentions. So, I mean, they will tell us like what they want to do with the claims or what is better for them, so. Yeah, I mean, if management wants to push back, then we would probably have, I mean, I feel like that's going to be like a coach stamp type situation.

If management pushes back and it's like, Oh, none of these, you know, worked. Well, actually, no, it would be fine. If it was pre-shifted management said that they worked prior to going to that appointment,

if they specifically said that they worked prior to that appointment, I'd be fine with, you know, not putting them last time that day.

But I don't know. I feel like that's my own where it would take a little of the topics to talk about. Yeah, I know. Okay, hold on. Let me just...

I'm going to get a cup of coffee. I have like a cup of goma. Oh my god. I have a little lunch. I think it's lippy. Oh, you said you want to go get a cup of coffee? Yeah, yeah, yeah. It really, really. I'm going to go get me a cup of coffee, too. No. No. Okay. Give me one moment. Thank you. Okay. Yeah. No problem. Baby, and you go get a cup, too. Sure. Everybody get some coffee. All right. All right, I'll be right back. I can still hear everything. I'll just be in the other room.

Okay now, bye. Thank you, Roshana. Oh, thank you. We're supposed to have lunch to have energy, but this is not the case. We said you're supposed to have lunch? Yeah, we're supposed to have lunch to have energy, but this is not the case. I'll post that. Kind of like when you work from home, especially, you know, I always end up doing something else. I was supposed to be painting, but then I was like, no, I got to finish dinner, so, you know, no time to eat.

All right. Okay, Fabian's back. All right.

That has gone coffee.

Now we're ready.

Delicious. Okay.

Watch a lot of coffee YouTube videos. or they're making different coffee drinks at home.

And it inspires me.

It actually tastes a lot better than the coffee shops a lot of times. Nice, cheaper. Yeah. Yes, very much so.

Okay, so, oh, okay, so I added that to, okay, so we're adding this part here to question it. So, which option should we do? Three attempts and most severe. And honestly, if we agree, if we all agree with three attempts and most severe, I think that that can just be added to this iris instead of saying, follow these steps. I think we can just say three attempts most of you push back consult a coach. Yeah, because I would maybe be confused for then now they sound like it's going

into management maybe. I don't know. Yeah, I mean, it would be better just to say, call I agree. I agree. All right. So we'll see here. All right. So this one's a question and answer. So when you're actually presenting this, it will come in here. Let me go to like any major. Oh, like a transition. Yeah. So it'll. Here, let me go to like any major. Oh, like a transition. Yeah, so it'll. Oh, no, no, no, okay, this one. No, I'm. So it's supposed to, but I think I didn't use this one because because the animation, so.

Um, this one can be fixed. I just didn't do it because I still had my my previous slide. So I just use that. Um, but what's supposed to happen is it's supposed to come and let the team answer. And then, um, and then you'll come up with the answer after everyone answers. And then once you answered, you know, get the explanation of why, of course. course. And then the same with this, it'll just come up with the next question, allow them to answer. And then once everyone answers, then you'll put in the actual answer.

Okay. Same thing. So let's just, okay, so this one is the same thing. So they're, you know, looking at the medical so you give them data men dream data service shows an employee can return to work on 1213 or once evaluated by an ortho. I will tell you usually there is going to be confusion with this because because of the wording on this medical. But the medical does not say this, but this is the extra information that you will give to them employee followed up with the ortho on 12, 28, 21.

Okay. First question is, is there any lost time? Okay, our answer that we get is going to be yes. What date do we start it? And then we give the date here. A lot of times you are going to get the answer of 12, 8, which is fine because that allows us to. And again, that is the date of injury and that is, you know, assume they're not an overnight worker.

Do we end the last time or keep it open? So that's going to be the question where you'll probably get a, you know, a bunch of different results. Because we have a transition here, but okay. But now they, we already talked about it. Okay, yeah, if we see the, as in record, we know about the transition from Los Angeles to the EW.

Um, okay, so, um, well, yes, but this one is more of, um,

Okay, okay, but okay, I now I see the medical really great bad the medical is not giving like a clear return to work

Maybe return to work the 13 or once evaluated by his orthopedic or so for me is serving them the points one or another another specialist hold on one second it because this one because of that I had to alter my slide because of that one little piece on there hold on one second. I mean yeah I'm either return to work or once cleared by ortho bed for me then we need to honor a clear return to work by ortho. Okay okay hold on I'm not going to worry about

find in my slide but what I the how it is actually updated is that part is removed so that there was no confusion so ignore this part he will need to keep his right arm immobilized it's more of

this part here that's supposed to be seen so he may return to work 1231 or once evaluated by his orthopedic surgeon. What we do know is that he did go to the ortho on 1228. So in this case, the instructions are to return to work on 1213 or once evaluated by ortho, if an employed does not treat ortho honor before 1213, then we're able to end the last time on that date because that's instruction of the medical provider. If the employee does treat with the ortho honor before 1213,

then we would need to have that medical to know what the work duty status instruction was. It's just that when they use the word, they're saying they can return that day or once they're evaluated by the ortho. I would be to also scratch out the, he will need to keep his arm immobilized. Maybe you like it. And the one that I use it is covered. Yes. Okay, okay. We're going to go. Armagnon. Yeah. It is covered. Because it didn't. It didn't work for this example. The point that this was trying to make.

So. And therefore, in this slide that I have, I crossed that part out. Um, I have a fact, hold on one second, because if I don't make you wonder about you. Well, I want to, because I'm not sure if I made any other updates, because I wouldn't have updated this one, I would have updated my slide. So, give me just one second, let me go to my training folder.

Ooh, is that once on the other hand?

Found it. Okay.

All right. Oh, okay. Yeah. Oh, let's see from current slide. Oh, man, I'm shit. It's not no. Okay. They're right sure. Well, how you do that. Oh, no! Hold on, let me...

Okay. I don't know how to school with them.

Okay, one second. I think I can figure this out a little bit. Let's see. Michael.

Then minimize this. Yeah, I could just, okay. Again. Okay. Now we're in business. Okay. So this is what it would look like. And then. And then the questions come in. First this scenario, then the question, answer, question, answer, more explanation. Okay, so this one again is going to be questions and answers. So they have like the change request information here. There is the CMC medical over here. We give them voice shift start time and we let it be known that they're a part-time worker.

And we let them know medical data service 1215 shows time in 10 19 AM, which is post shipped. I'm changing post shows and employee return to work on 1215 21. To regular duty. What date do we end the CW. So they need to select the correct date that we would end it. This is supposed to throw them off. Okay, so correct date. So that's okay. So both of these dates are the same in date and regular duty date. So in this case, we want them to know it's the 14th for the return.

Why? Because when we have post shift medical, we end the absent circuit on the same day as data service. But since the change request shows the employee return to work on 12, 15, we will end the lost time on 12, 14. We can mention that we always end the sequence a one day before the return to about duty too. Uh-huh, uh-huh. Yep, yep. Um, but in this case, what was thrown them, what, what they're supposed to think about because the visit was post- shift, so normally we would have

ended it on the 15th, based on the medical by itself, because we would expect that they've already work their shift and they're going to return on the next day, regularly on the next day on the 16th. However, we have the change request and they gave the regular duty date as the 15th

then we're going to end it on the 14th that falls within that 24 hour rule.

And when these two dates are the same, we use the state here. And we ended one day before, yes. Yep, yep, and then you asked them if they have any questions. I looked and they would say no. Oh, say quiet. Right. Yep. So, um, let me get this. I got to re situate everything. thing. Okay.

Here. Okay. All right. So that is the

AppSense Record Workshop. And I mean, you can always add additional slides. Like you can And like if you're like, oh, this is a good scenario for an absence record workshop, you know, you can add a slide in there. That's that's perfectly fine. But I think maybe the transition for us to see how you. Yeah, yeah, that would be a good one, especially like showing like maybe one side, it'll be the transition without management. asking us to transition them so you know how they handle that and then show them and then

do one where management is asking for us to move the employees from loss on CAW. Another good one would probably be the situation where it is lost on to TAW but the medical that we have is not the same data service that they're asking for them for the return to AW. And what I mean is to show them that when the employee has been on lost time and then management is ready for them to come back on to AW. Yes, we have to have the medical, but the medical data service

does not have to be the same date or within 24 hours of the date that management has. It just has to be the most recent medical visit.

You know, I'm palm out.

Yeah, I mean, that was a little but yeah. Okay, so it's just because I think that can sometimes get confusing with them as far as

because we're so used to starting TWA based on medical, you know, on the data service and then not going more than 24 hours. So it's like one of those situations where the employees have been on last time. They treat, they go to Concentra on, I don't know, September 2nd.

And then management assets, and maybe their next office visit with Concentra

isn't until September 30th, okay. The September 2nd visit said gave restrictions. Management asks us to bring the employee back to T.A.W. from last time on September 15th, okay? That would be okay. It does not have to be September 2nd for September 15th is okay because they're most recent data service that we have on file. And that's not a thing we have to have the medical, but if we didn't have the September 2nd data service we wouldn't be able to do it, but if we do, then we can do it on the 15th. The way I always explain that to them is I mean you have

to remember that the employee is on management directed last time. Okay, so they don't have to bring bring them back to W on September 2nd. They kept the management directed lost time until they had to be ready and available for them on September 15th. So let's kind of explain it that way. But let's see. All right, so we did absence record workshop. Okay, so then we it come into the entry claim overview. All right, 22961.

All right, so this one they're not going to be using it right away because I'm sorry, I was thinking of open claim maps and says sorry, yes, they would be. So unless they're, so on this one, unless they're working a brand new claim, they should always be using this iris here when working a claim. This will be like it like the checklist. This one has the checklist on it, and as well as the general claim review, so they should always be in either one so either.

If it's a new claim, they need to use the processing new claims. If it's not a new claim that they're working, then they should be using the injury claim overview. Because this again, we'll just give them the general. Show them how to review a claim. That's not new. So one thing to also let them know once a claim becomes theirs. They should be doing a complete. Review of the claim, including the claim timeline, okay? So that because if they if someone else worked the claim before them and they updated something incorrectly, then that falls on their store because this is now their claim, they have to prepare a bit.

That is true. The. Now I want to do. Um, filtering. Okay. So this just shows them how to use the claim timeline. How to filter. Um, this is like a summary of everything. Past creation overview. Okay. Um, and this, you know, this is in quite a few of the other Iris articles, but it's also going to be in this one. And then here's just the general claim review. There should always be checking for multiple active claims. Even if the claim is not brand new, they should still be checking to see if there's any other claim.

That are open and actively being worked. I don't know what to say.

We're doing all the claim details, so if the employees terminate in, you know, all of that in three details, the three ones, it gives them the iris article links. So like when you're when they're working through those claims. So when you get to the point where you're working claims that are not new, then make sure that they are using this. This, we're trying to remember if.

Pretty sure if I'm not mistaken, we did we worked on some follow up claims. I thought, or we at least look at some.

Yeah.

I'm not.

That's weird. Okay. Sorry. Um, okay. So, um, and what about that part of that show how to search in worthy?

I was thinking that we did that before, right?

Which part are you coming out in this iris? Or are you coming out on the itinerary? The internet. Yeah, the agenda. I mean, how to reach in worthy. I mean, I was thinking we already did that. of. Okay. I don't remember doing that. Maybe for intake. Yeah, for intake. Yes. But I I was thinking with ICM, I don't know why because I remember, if I'm not grown, I mean, something like when they go to Osain or Tidai or something like that, they need to check where they to make sure that it's a ray of Osain or something like that, or think

I forget that one. when they code last time?

Yeah, I was thinking they need to check wordly.

No, okay. So I was, maybe I was wrong. That's all right. No, I was trying to think of like,

are you talking about just like if, last time I started on the claim,

or are you talking, or maybe when they have to send the work day validation emails,

Well, they don't check work day too often and take goes into work day quite a bit, but I think I don't think they truly know how to navigate through work day. Maybe not, yes.

Because they don't know, yeah.

There's no use it very often. And, um, and honestly, I don't.

I know maybe white, uh, journey saying that because I remember that to, from the first training we take, uh, but, yeah, data, we, we don't do it anymore. Uh, I remember dairy tell us to check where they, to see if the ones we apply a lot of time on where they appears on leave. But yeah, we don't do it any more. Yeah, that was from the first trains. I forgot all about that then.

All right, let's see here. Where were we? Oh, okay. We're still on that. Yeah, so it's on the injury claim overview. Okay, so yeah, they should still be when they're reviewing these sections of the claim, they should also be using the irises that go along with them checking for, you know, the OSHA code details privacy case details. TBA, if needed, medical information aimed and need to make sure that that is complete.

I always give them the tip of to truly check to make sure that the medical section is complete, make sure to go into edit claim because that's really the best way to see it. Yeah, because we can we can see the boats that is amazingly information because it just collapses the field if it's not filled in. So I would show them that. This one because it says in on the injury claim overview, this should only be done once. So when reviewing this, let them know we only review, we only update this once when the claim is new.

So if there's already a date there or the claim has already been reviewed, we're not going to put a date there. old claims don't don't have the date on there but this let them know like this is only for when the claim is worked as a new claim. They should not be changing that date.

Always check for change requests. Everything I let them know is that If there is a pending change request on a claim that they're working, they can work the change request, meaning if they were in the claim for an RDS, and they happen to see that a change request was submitted that same day, then they should work that change request.

on the claim, but not to work it from like the claim, the change request widget, you know, if it's for today's date. But if they're already in the claim for something else, and the change request was submitted for today's date, then they should still go ahead and work that review claim absence. So when they're reviewing the absence record and checking it, you know, especially if someone else worked it, they should be checking the absence record guidelines, making sure that it was started on the correct day. I'll check in the medical

and really any emails and previous change requests to see if we received anything from management.

Transaction history. I want to make sure that they're checking that. I mean, it's like a good practice, I'm going to check in. It's actually because we know that for new clients, we don't have like a lot of information. It's a good practice that they see looking for that. Yeah, yeah. Because if not like if they get in the habit of not looking at it, then they won't look at it later. So yeah, even if it's a new claim, check those transaction histories. Um, checking for open tasks.

Um, the same notes, emails. Um, this teaches them how to update the contacts. Oh, that's right. I need the, okay, okay. Oh, this will be the iris that they would use for that. They need to add one.

I'm actually thinking, we should probably add this to reviewing the medical document too. Because there's a good chance that maybe they have more than one provider. And we need to add to the context so it'd be nice to have those instructions on that virus as well. For example, we can use the sample, like when concentra. This is two different locations, two different addresses, but it's still concentra that we need to see at the contact because it's a different location. Like with the sample too.

Absolutely.

What is that Iris member? We're doing medical better. Yeah, two, one, six, one, nine. Okay. All right. And then they should be checking the files. Okay. Okay. And then the exiting claim checklist. I always tell them to make sure to use this because one, it's super important to make sure because it's so easy to have everything written in your notes, like on your notepad and then forget to actually update the claim. So one thing that they need to do and that I want to make sure that they do is not use the exit claim checklist to check these things against what's on their notepad they need to be checking these against what's on the claim.

Okay, okay. A lot of times what they do is they'll say, breaking counter, they'll look at their notes that they took. Oh, okay, yeah, yeah, we address that. You know, absence are here, you know, whatever, TVFA, yep, I document that. I know, like, no, no, no. Look at the claim to make sure it's updated.

So, that's the only thing about the checklist. And then I tell them, you know, copy, paste this somewhere, Um, you know, we're at whatever they use, whether they use one note sticking out, okay. Yes. Yeah. And then they can modify it to, you know, if they notice that there's something that they can to forget at that on their checklist.

But yeah, just like those key important things, making sure that they check those before they leave the claim. Okay, that's a good practice.

All right. Oh, I don't get up there.

Okay.

I was thinking to ask something because I see you like in the point for a three that is in the contemporaneous. I don't know is maybe, I mean, I want your opinion, but I don't know if maybe it's a good idea to move the contemporaneous nest to the conflicting because I remember it in that that is one part that I say that there is different from contemporary added and conflicting like a chance to like be aware like it's different contemporary that are conflicting word to resolve.

So right here. Yeah, I mean, I mean, just an idea, just an idea. Like maybe they know, so, so because we're saying like, I like a conflict in these different contemporaries, so maybe they have the idea or the question of the doubt like what is contemporaneous so maybe I going to explain next to the ideas maybe I don't know I mean it's just an idea. No, not a bad idea, not a bad idea at all, but I see there is a learning so maybe we want to keep it there.

Um, I mean, that's, I don't know, let me see.

I feel like that should be fine.

Where did I go? Why don't I keep getting lost on here? Oh, okay, it's up here.

The only thing is I don't want to have too many loses back to back. So, um.

I think as long as we still get it all done before they work the claims, I'm almost one on it.

I mean, it should be fine.

Yeah, I think that should be fine. Yeah, yeah, baby. What do you think?

Yeah, sorry, I'm a little sit back. Yeah, I agree with you guys.

All right, let's do that.

Let's do it.

Oh, contemporaneous.

In order to say up here after them.

Oh, come on now. All right, let's go. We're up here with your e-learning. Oh.

I'm going to second the. Okay, yeah. Perfect. I'll wait. Okay, we don't. Yay. All right. Is this a PowerPoint?

Yeah, this is for the tool that we handle for calls. I didn't add it there, probably it was added by someone else, but yeah, we can create that presentations once the right now, we have the screen show. Right now we have the screenshot, so that's okay, yeah, we can leave it, and we can present the AWS tool. Okay, should it be what, sorry, what is the AWS tool? It's the tool that we use for phone calls, like the new avalia. I'm going to have my high school, Amazon, Amazon.

I'm going to have a lot of things. I'm going to have a lot of things. Okay. Okay. So I'll probably move. Well, it can be later about probably move it up towards top, I think, maybe. Yeah, with the, with the, with the. With the tools we use. Yeah, we'll be over there. We're charming with everything. to make sure they have access to everything. I'll have. Yeah, like, I don't know if we should have include a presentation for it since it's very easy, like, it just include like the, like, the dial pad and that's it.

So they will know how to use it. Like, it's very, very easy to use it. But yeah, we can explain that verbally. I prefer to show for intake it is necessary since we didn't explain how to transfer a phone call to other agents that requires more steps, but in this case, it's not necessary to have a presentation. Okay. Okay. Um, do you live? All right. Okay. So we want. Or should that be numbered? Oh, okay. Hold on. Our mind. We only like that. Okay. And then we can move that to wherever I guess.

wherever we need to. Okay, so I'm going to go back up to, let's go ahead and just review the contemporaneous next.

All right, so this one should still be fine. One thing that I would do. Okay, so yeah, we did just update this recently in June. Okay. So I think we have that example added, maybe. But I would say for this definitely having real medical examples. Okay, so having a claim that has a contemporaneous medical on it so they can just like see the difference

of the two. See here yeah and then we would do the oops then we would do the

Okay. Okay. Okay.

All right, I wouldn't really find content brand

Okay, I've been just giving it a day or we didn't do the froward

This is just contemporary. Okay. Yes. Yes. Yes.

Okay, yes, you can provide a recommended CAW and recommend a lot of things and both opinions are going to be better who decides which recommendation is for management, okay, which the following will make completely medical opinion is not convened. If we have already missed the word already, we need to do it between the two, okay, which opinion is considered both alternative.

I know you see 90s but so I feel like that is contradicting what we actually do. Yeah, it's because management is management, I mean, it's up to management, or we choose the most of your is not communication. I remember when I first started in Leonardo and because it said that I was like, oh, well clearly, you know, I have this concentra medical, it's best documented, you know, it's the most persuasive. More than like this simple ER note, but that's not really how we look at that.

Um, as far as most authoritative, but I think I think that's that's it is an iris. Um, but it's contrary to yeah. Yeah, I think it when it's referring to best stockman at reason or persuasive, it's persuasive for management to decide. So not necessarily us. So I think that's why it's kind of confusing as far as how we work it. it, but when it comes to OSHA, they say the most authoritative is the best document at reason or persuasive, but it comes down to management making that decision not us.

just go based off of what's more severe. So yeah that part I think is the confusing part of it. So I would maybe just maybe make a note for when you're reviewing this part So it's going to be here. If there's no information for management, so which provider they deem authoritative, then we code most severe. So it kind of explains it here. So I would just, when it comes to this, just make sure, you know, to explain to them. It's not based on what we feel is most authoritative.

We go by what's most severe. management goes by what they do as, you know, best documented, best reason, that's for management. But

if they don't tell us which one they fill is, you know, that they want, then we code most of your Okay, so um, I said that that is true when it comes to OSHA, but it can be confusing because, um, it's not for us to decide what's the sort of that's up for to management. Alright, oops, where are my, there we go.

Alright, and so we can continue.

So that one, they get to choose the scenario of which one is. Yes. Employees, please. Provided with case K zero, 814. Your restriction following day. A 15. And then play visit. Uh, Kerna. I'm pleased. I'm lost. And then play busy. Provided a concentrate. 15. Place that award. The following day. Play busy. Concentrate. I turn it. Yeah. Um, let's see here. All right. All right. So then. All right. So we. Oh, wait, wait. No. That out of here. Yeah. That is indeed. Okay. Okay. So I was looking for that Iris and take earlier on the agenda, but okay, so we reviewed

contemporary and is let's get back down here. So showing how to search and workday is just really a basic simple search. I, I, the same group really doesn't do too much in work day. But to kind of show them just, you know, simply how to see things. So, um,

like if I'm on this claim, I'll probably have to refresh. Let's see.

So, I can... Okay.

All right, so just to kind of show them a quick review, like, so this employee, let's see here, this will help with things like, like employee status, like maybe if they're supposed to be on, you know, lost time, or this is we return to work or something, and we need to kind of see. we need to kind of see if, you know, what work day shows.

Then we can show them how to find that information, how to see the employee status. So if you come here underneath their name, it'll stay on leave if they're on a leave of absence. I wouldn't really go too far as far as going to worker history and showing them all of this because at the end of the day, they're not going to make the updates here. You know, the only thing they really need to see is, you know, if the employee is showing on leave, if there's any issue, like maybe they're showing on leave,

but they shouldn't be, then they can ask us to look into it and we can check and make sure, see if they're on work comp or not, maybe it's another type of leave. Um, and what else? Oh, and then also for terminated employees. Um, we can show that our, our view, right? Fit it again. In our views. Yeah. So for, um, terminated employees, we can, um, check that it should be on the claim, but if they wanted to, um, check here. If they happen to be working one because they're supposed to check the reason why the employee was terminated, they more than likely won't come across one of these because we work those.

But you know, they might be in it for something else and they might get to it before we do, you know, so that happens sometimes. But so they should, oopsie, oh, they should be coming over here. Oh, man, how do we get there? If I remember. Okay. Okay. Hold on. Uh. How we already have that one. Okay. It'll trust the IRS. So honestly, I would just show them once you get here. Instead of doing it separately. So when you're ruining this Iris, just walk them through the steps here.

Go to the job page and all that. And then we can also show them. If an employee is on leave, you know, it will show that that in work days well. But I don't really, I can't really think of any other reason why they would be in looking in work day. Maybe if they're on the phone with the employee, you know, but really at that point, they should just get a coach. trying to teach them what, you know, everything to find on work days, that's a whole

another thing. So, I'm going to delete this part. There we go. All right. That's it in Miracle.

First important thing, do not distribute any of our back date at medical rules to anyone outside of our group. So local management or the district. We don't tell them about our process for back date at medical. So, okay, okay, okay, okay, you got it like a given explanation lady.

Yeah, like in a, that's or something like well per our process, you know, if medical is back dated, you know, no, we don't want to ever tell them our processes with for back data medical and the reason is because we don't want them to start using a lot of back data in medical. getting a lot of back data medical from providers and manipulating the system basically. So we make the exceptions for back data medical, but we don't really want management to know about the exceptions that we make.

When it comes to how we what we accept for back data medical. I mean, that's for our escalations also. Like, we want to make sure that we don't tell them. You know, our rule for maximum medical sometimes. I think we only say that for our process and that's it. Um, I wouldn't even say that I would just either. Oh, okay. Don't do the update based on, you know, what it is. So, like if the medical is back data and they were asking for us to maybe zero out some

lost time based on that back data medical, then I would just, if we were able to do it, I would just do it, but not say, oh, our process is, you know, we can do that, or, yeah, I just want to tell them anything about it because otherwise I said they would probably be asking employees to get these back data medicals more often so that way you know they can get rid of

lost time especially because that goes against like their facility anytime they have lost time it's like a mark and a fine. For them, I don't know if it affects their bonuses or not, probably does, but you know, that's why a lot of times they want us to get rid of lost time or they want us to make a claim OSHA zero is because they don't want that reflecting on them. So, you know, I get it, but I just don't like when, you know, they lie to us about it.

So, but anyways, just important that they do not share any of this information with

anyone outside of our group. Okay. All right. Do you have any questions as far as backdated medical. No, I mean, it's pretty simple. I mean, I mean, it's not as simple, but we know the rules. I mean, we need, we need confirmation from management to use the bug data day, even for a SAR or in a sequence. Even though communication, we always use the data service as reference. Yeah, and I remember if the employee, like if we find out that the employee did miss time or they did work in TWA, but now they're like,

well, the medical says this, so let's say we're not doing that. We're going to code what actually happened. If they go and get back to medical, so if the employee did lose any time or worked in ETAW, and then they give us back to the medical for regular duty, we're going to code what actually happened. But if we don't have that information that they lost time or works in a TAW, then we're fine. We'll go ahead and do the regularly that they're asking for. Okay. From right.

That's weird.

First edition for Missing Through One. Okay. Okay.

But in that part why is this down here I was thinking the same

I remember that you showed these to the team with the last wave at the last part of the training in order to have them. This is like a kind of workshop. Yeah, they will have a lot of questions on this one, Johnny. They will ask a lot for it to the itinerary. I don't remember. Or I mean, um, not to itinerary, but to the. And here. I just modified. Okay. I don't know. Okay. Let's see. Okay. Let's see. So okay, yeah. So this one here. Okay. So missing 301. So this is going to be a workshop to.

I don't do it right after the 301 review because I like to come back to things so instead of giving all that information, you know, right then and there. So after we learn, you know, quite a bit, we've worked through some claims, then we're going to come back and we're going to now do like the workshop on the 301. So, um, on this one here, I'm just going to...

Oh wait, no? Okay, where is it? I don't like this. Hold on, one second.

than this gracious. Okay.

Alright. Fabulous. Not fabulous. Okay, one second.

thing. I'll see if there's an option to dislike screens on on.

of this

Yeah.

Okay, all right. So I'll just try to drive home the 301s. All right. So some of it will be from I or some of it's not. So I'm just going to go through the whole slides. I know you have not seen this one. So I'm just going to go through the whole thing. Went to remove what management has updated in 301's IMPPT if the field was entered with unknown none nothing or similar verbiage or it is blank it should be updated with NA and missing 301 sent.

Diagnosis that contain the word unknown are okay to add as it is a medical diagnosis and supported by the HCP. So, um, and I think in that one, the questions that we've been asked lately, like, should we, uh, they've been asking, should we remove this because it said the word unknown or something. And the diagnosis. Yeah. So, um, yeah, if the diagnosis itself has the word unknown, it is okay. Medical CTN or risk management notes provides a usable diagnosis. What management has entered and the IMBPT should be entirely removed and replaced with

the diagnosis. If management added a body part to the claim, for example, broke left toe and scraped knee, but medical CTN or risk management notes provide the diagnosis of left toe fracture, we would remove scraped knee and update the IMBPT with the diagnosis. A scraped knee should still be considered part of the claim if medical later decides to address the knee. If management removes our diagnosis that we updated from medical CCN or risk management notes and reupdates it with what they input initially, we should reupdate our claim with the correct diagnosis.

And if this becomes a reoccurring issue with a specific claim, please present the claim number to a coach with an explanation of what is happening. You can review IBPT changes in the claim timeline by hitting CTRL F and searching for describe the interior illness. You may have to filter through several pages to find the update. You can be marked off for this error if an audit are in an audit if you would have seen it the last time you're in the claim. So make sure to check the IMVPT against your notes before you exit the claim.

That will be difficult because we know that they don't really like pay attention to that part. I mean, they updated once. I mean, I'm being like, I mean, pay attention that they didn't get changed. I mean, what company is that part? I mean, yeah. So the thing is, I mean, they can, they should be checking. Well, one thing I would say would be, and again, this is just me, so I know not everyone's going to work the same as me, you know, it's fine, but like if I have medical on the claim

and I see that the IMBPT is, because you can tell the difference between like a diagnosis and then what management put, because it's usually going to be like a, just like that example that we just saw where they're going to say something like broke left toe and scraped knee, you know, that's not how doctors used diagnosis and so that would kind of make me think like, oh wait a minute, like, did I,

me something? Yeah, I haven't updated the IMPPT or, you know, what's going on, I have medical, but, um, yes, but unfortunately, that is just something they have to to check. I mean, it doesn't happen often where management does that, but it does happen sometimes. So, I mean, best to check. So, so once you remove what management has updated in the 301s, okay, when it comes to the object, substance causing harm and what was employed doing just before the incident occurred. If these fields are left blank

or updated as none unknown, nothing or similar verbiage, the field should be updated within A, instead, I'm sorry, within A instead, and a missing 301 cent. Similar verbiage examples would be unknown what happened, nothing happened, no object, et cetera. If you can remove just the word unknown And the message still makes sense. It is okay to remove.

Example. What was an employee doing just before the incident occurred? Unknown lifting technique injured employee. Remove unknown and leave lifting technique injured employee.

Example two. Describe the object or substance that directly harm the employee. Unknown substance. and none can be removed, leaving substance as the object that enters the employee.

The other 301 fields often has additional details regarding the employee's injury, and we can sometimes use these fields to update our missing 301s.

If you update per other 301 fields, make sure to update exactly per what the field says, do not remove or adjust wording. important copy, paste, do not select what you want from there. You got to update exactly what it says. When not to remove management updates in 301s. When not to remove it. So in the IMBPT, if this build has terms like applicant attorney, attorney filed, CP, C11, CT, C3 blind app. these terms can and should remain in the 301s until we receive a diagnosis. So these claims are blind apps and have a different process. If the diagnosis on

medical does not list the body part or how it was impacted do not update this field. So here's some examples of diagnosis we have already confirmed should not be added in the IMVPT. In VA encounter of removal sutures, initial encounters, subsequent encounter, fall or any diagnosis with fall in it, assault, chemical exposure, exposure to them. Okay, we know these. Okay. If one of these diagnosis is the only diagnosis on medical CCN or risk management notes will leave the INBPT as management has inputted it. Let's see if there is no diagnosis or diagnosis codes on the claim do not update the IMBPT.

Body part injured, scene four impressions assessment, etc. should only be added if there are, if they are accompanied by a diagnosis code. So suspected diagnosis or differential diagnosis, Secondary or tertiary. I think that's how you say that diagnosis should never be used even with diagnosis codes. Even if these have a diagnosis code, we don't want to use those. Management updated in 301s when not to remove management updates. And so object substance causing harm and what was the employee doing this before the incident occurred. If these fields are not left blank unknown, nothing or similar garbage, these bills should not be updated.

And so we don't want to wait. when we remove the marshmallow

Oh, okay, okay, okay, I got it now. Okay. All right. So then we have this here. When should we update the IBPT and other 301 select all that apply and put your choices in the chat. So they have these and then we have the the answers. I just keep the answers on a hidden slide. And I see. Yeah, okay. So. So the next slide has the answers, but I have that hidden. So that way, you know, of course they can't see it. I'll go. Um, let's see here.

All right.

All right, so then we'll go into the blind application process. I will tell you because I think this is something that we've seen. Well, probably too many times and I know the question has been asked you know a few times. One thing I would make sure to stress to them is we only are going by when it comes to blind apps, we only set the task once. They don't, don't set it twice. We said it one time, that's it.

And then I definitely try to explain to them like the only reason that we only said it if there's no medical information on the claim. Nine times at a 10, we're not gonna have medical information already on a blind application. So we need to, we're just giving it time. So that's just how I tried to explain it. We're giving it time because these claims are usually under some kind of litigation or some kind of legal issue process. And once it starts going into like the legal things, then that takes more time for us to get information.

And also, usually if an employee has an attorney, management can't, they can't contact the employee. They can't talk to them about the claim. They can't ask them for any information. So everything just gets behind also a lot of times with the blind apps, they are old. Like you'll notice, like, usually they're not like a new injury date, they're usually pretty old. So, so there's more information that's being gathered and things like that. So when we see these blind abs, we give them time for information to come in and become available. So that's why we set this task.

However, if we're lucky and there's already medical information on the claim with the healthcare provider that we can reach out to, then we'll go ahead and just work it like normal. We won't set the blind up task. But once it comes due, then another thing to stress to them is when these tasks come due, we just work it like normal after that. So you just follow the new processing new claims, and that's that's it. I mean, blind apps are pretty simple minus not getting much information from them, but for some reason they struggle a little bit with that.

Any questions on this one? No, I'm laying up. It's getting difficult when they respond, maybe, but not that. OK, all right. No, no, no, no, no more question about the blame app. No more, OK, all right. And even after this, of course, if you have questions, you can always ask me, yeah. So, you know, we're not limited to just just what we're reviewing through these sessions, but yeah, anytime you have any questions or anything, especially like you can, you know, about training and things like that, or if you're kind of reviewing through any of the training material.

And you have questions or suggestions, you know, then feel free to reach out about it.

Um, you were sent up from the uh, uh, all right. So, um, couldn't hear any claims. Um,

we see those. I don't remember. Uh-huh. Yeah. We still do this. But they are. Oh, you know, what? I think I, I think they have new medical. Yeah. I saw a new medical. They do. Um, Um, I saved one of these, um, oh, why are there so much, I saved it on here.

So I was like, oh, they have a new.

Well, well, well, uh, here it is. Okay. I said not hti anymore. I mean, so if you say hti by the down like order provided, I don't know, it's kind of weird. Yeah, it is for sure. So, like, let's pull it up over here. Oh, that one. Yeah. You can see there's HTI. But they are like all three different. So I don't know. Yeah. So this is going to be the one, you know, that they'll probably see, but. But we will still. You should say medical information on everything.

I think so. So we'll still label it as HTI. Like this says. Like the same address. Yeah, the address is the same. Now, if the address happens to be just. If there's medical attach, then we should use that one. But if not them, they should be the same address. But yeah, so with the annual hearing test, The main thing that I would make sure to tell them on this one is that we do not send any escalation so make sure like they know like hey if there's a breaking calendar, don't send it, you know, don't send any

indicators. Yeah, we don't send any escalations on these. We're just making it make sure that it's coded as TBS. Yes, we are updating the the medical section, you know, and we're I'm putting out the medical record for this game maintaining by age, okay, yeah, yeah, and then I think this thing, I just get difficult when employees sick are not provided for the hearing loss for the hearing test. So they should not so if it's not the annual hearing test so like it so there's a difference between when they have just a hearing test.

And it's not the end and then when they have an annual hearing test so they always have like their yearly annual. Same the same thing they're yearly hearing tests right so which would fall under this like they go this every year. But then there are some cases when they go and get hearing exams on their own and it's not part of the annual hearing test and that's when we see those other providers. So, if it's not the annual one under like the HTI folks, yeah, absolutely.

I think that happens once to me when it was a major. Yeah, I had one. I had one where I was going back and forth with some of the installations. Yeah, because they did not want the claim coded as an ocean one because they didn't do their annual hearing test or something. They went to their own provider or a different provider. But I'm like, well, sorry, like they said that, you know, they had a difference in their loss of hearing or something, and that's automatically going to be TVFA.

too bad, so sad. But the annual hearing test, and the only time we get these is if there was a difference in their hearing. So even though if they go to annual hearing test, if there's not a difference, we don't see these claims, they only come over if there's like a decrease in their hearing from the previous time that they had their hearing test. So, so that's why we automatically code it as TBA, make sure that it's a TBA, yes, because hearing loss is going to be TBA.

Okay. Any questions with the hearing claims? No. Okay. See, okay, we're doing good. Good, I'll go to a pharmaceutical process.

Oh, excuse me. All right. Let's see here. Okay. Yeah. I think a little time on this one. I don't know exactly if the next class is going to be done the same way where it's going to be a long time before they get calls and things like that. So, depending on how that goes, we'll depend on if they even remember this because, you know, if you're not doing it, you kind of lose it. So, but with the calls, it's going to be important that they know, and I still sometimes I'll even see Mike more season reps.

This was months ago when there was that issue with what they have to do as far as when they get a phone call and it really all falls back on were any updates needed on the claim. So that's going to depend and also is it a claim for someone that's no longer here. So, first rule of thumb is, no matter what the call is about, there should be a note about the call. Even if you don't make any updates, even if it was just a silly, simple question, there should always be a note in the claim about the phone call, the bound call.

And then, if they make updates to the claim, then they need to set a task for the claim owner. they do not have to work the whole claim. They should review it as much as they can. They don't have to review the whole claim, but I mean they definitely want to try to make sure they're reviewing enough for what updates aren't needed. So like if they if the call was to satisfy an RHPD. So they call and give us the information. So they need to make sure that it is

the correct information that we were looking for, you know, like if it was

R.H.P.D. for ER, you know, pay attention, like is management giving us actual ER

information, or are they giving us information for concentra? You know, and if they are, you know, they need to, you know, make sure to ask like what about an emergency room did they go, you know, and document that information. It needs to be a very good their own note and always get the callback number. That's going to be important because if they're leaving, if they're gathering information, making updates, then they should always be leaving a callback number or the claim owner in case, you know, if you're like on a call with someone and you're trying

to get the information, you know, you're kind of feeling slightly rushed and there's a chance that you might miss something or maybe you know it just was not the information that the claim owner was looking for so this gives an opportunity to call them back or maybe there was a conflict with the information that was given. Yeah so maybe it um you know there was a conflict with the TWA or lost time date so just um that they always get a callback number from the person and

and making sure and do not use the callback number provided from intake. They need to ask.

Yeah, they need to ask for the phone number.

One thing that I did go over with the last,

well, not the initial ICM training, but when we train on the, for them to move on, one thing I did address was phone number format.

It should always be the three numbers, dash, three numbers, dash for numbers

because I see a lot of times it's one long phone number. So it should always be like this like this in the chat versus that. So yeah, because one thing is, one time it was given to me like that second example. I had to call like a management person back and it was missing a number. So one thing, it's going to be harder to recognize that when it's all together like that and that's just, you know, the format that we would be used to say in as the three numbers, three numbers, four numbers,

or phone numbers with the dashes in between. Um, and also, um, any notation, you know, anything like that because that's how we're used to seeing numbers. We'd want to have it like that as well. Um, because another place I saw that was when, um, we escalated to health and safety about an employee who needed a claim enter. There was a no claim. They sent them the phone number and that second format I sent and I'm like, that's not a recognize that doesn't. We would recognize a phone number with the dashes versus

the other way. That makes sense. So I just want to make sure that when we're putting phone numbers then have them in that format. The other thing, what was it? And then also making sure that they know what type of updates are considered urgent requests. So urgent requests say it must be performed or immediately based on the college request. So like closing out escalated requests and calls that are gonna start or in absence records. Those are going to be the things where that falls under updates made or follow up required.

And they need to make sure that they're setting a task for the claim owner to give back into the claim. And because basically they just need to check and make sure that the information that was updated is correct. and then, but if not, if it's not something where they need to make an update, then they would follow these steps here, where no follow up is required. And then it gives some examples down here for them.

All right. Any questions on this one? I think the only question I have in these areas is about the complete review plan because the idea for me or the idea that I have in this area is, for example, and I get the call from a client that is from Fabi. Fabi is still working with us. I'll review what is the call, for example, management time to know how to answer all the escalation, let's say to RSPD, so they give me the information everything, okay, I work the task, I work everything, I document it in the notes, I'm slow the task and everything,

and that's it, I leave a task, so the owner of the claim, continue to review the whole claim. That would be a different situation, for example, I receive a call for the song, and that is no part of, I mean, or didn't anymore. So in that case, I will need to take the claim. I will do the full review. Yeah, okay. Right. Yeah. Okay. Okay. So I got different grade information. Yes, sure, then. Right.

I'll keep the key, mental illness. All righty, mental illness claims. I think with this one, I feel like I keep seeing claims where Um, reps are forgetting to, uh, especially with the new group because it's usually, um, a new claim that came in and there, uh, there's no coach, uh, stamp on it for mental illness claims, but, you know, the, the claim owner. The, you know, has been here for a while so they know so then they ask for the the mental illness coach stamp and is that kind of look I'm like, well, this claim has been worked before and there's no coach, coach stamp.

So, I think they're kind of missing the consulting of coach and they're just working the claim, the new claim. Even, so just kind of going over, making sure to go over those. We're always fast. Oh, okay, oh, good. Yeah, like, and these are just a couple examples, you know, but when they see these types of injuries, they should always be getting a coach stamp on it.

So, because the first thing that says consult a coach prior to processing. Okay, so that's the main thing I would stress on this one is make sure that they're getting the coach stamp when they come across these claims, and can always do like mental illness claiming samples that we can, you know, know, um, can always pull them from like the chats or whatever. Um, and then just show them like the, um, INBPT, for example, like this. Okay. Like when you, when you did that, you tried to find like each example for, like the three situation, or just want to get a.

I think it's difficult to find one with a set that, but if we don't find, I mean, we we just know here and explain a few examples.

We're doing more like normal, depending mental, depending on maybe sometimes the physical with the mental.

Are you talking about like a new claim that hasn't been worked? I don't know, I mean, when you say that you want to give it like a sample, like a claim, so I would think it may be one for each situation, maybe if we had the change to found.

maybe. So my main thing is I want them to see what it looks like as far as the IMBPT for mental illness claim because they miss those. They're not asking for a coach. So I want them to see as soon as you see something like this or even looking in the injury details, sure you get a code assistance. Now, if so you're saying as far as like the pending accepted or the injury slash mental stress claim, have an example of that. Yes, I think that would be a good

idea, especially with the injury slash mental because that probably more than making sure to have this one and then the pending or accepted doesn't really matter either one of those but yeah seeing the injury metal stress claim. And let's see here.

Yeah, okay

Anything else is they should just be, you know, is all of the

Follow the Irish steps that most importantly get a coach first before

Working it It's correct

All right, any questions on the mental illness?

No, no, no, no, I used to have like a really doubts with days But I think with the update like separately the three-year scenario I think now is really clear All right, cool, cool, cool, and voice location.

And, you know, um, I mentioned sometimes like when you're training, you have to like adjust to a situation. So, um, one situation that may come up is like, um, you know how when we were working when on my tinerary where it says to work the ocean one through four. Oops. see? Oh, show one through four claims. You might run into an iris that you have not reviewed yet.

So that's okay if that happens. Like, for example, maybe you at you, you're working on these and then, I don't know, you need to use the invoice locations or something. That's okay to then jump to that iris and then look at that. But for the most part, you probably won't need any of these.

Because you can easily check if a claim is like a blind up hearing or mental illness.

But just so you know if there's something like that where you run into that you can just jump to to that iris and be like, okay, well, we haven't come across this yet. You know, let's go ahead and review that because that has happened before. All right. Which one. In voice locations and I pull that up. Okay. This one is, you know, this is more like import, for example, if they receive an import call maybe, but yeah, nothing they've only used it like a lot. No, they won't.

Yeah, they won't use it too often, but if they do, then we'll just show them how to use it by looking, you know, at the States. Um, most often, you know, of course, we use liberty mutual, but then going over the other states to, um, so that one's pretty easy.

Let's see here. Okay, transaction history.

So, I'm trying to think of anything that really stands out.

Okay, so I'm trying to think of anything that seems as far as questions that they typically might ask or something like that when it comes to the transactions, nothing is coming to my mind right now. And that's pretty irisal, you know, explain everything in here for them.

Yeah, I mean, I think it's pretty clear. What indicator we use, what like a code or a number, whatever. Yeah, I mean, it's pretty specific to what we use. Yeah. Yeah. One thing, Oh, so I would tell them. And this is the difference. You know, yes, really make sure like hey. Reserves, you know, we do not use this for anything we do down here. It has to be an actual payment and that goes for like when you see this in CC. And also reserves, we don't worry about this.

I'm putting money aside. So, um, so yeah, so just that and next, oh yay!

Oh my god, the ocean. Yeah. Oh, God, I love this. To be honest, I never see a way that word is this claim correctly. I never see a way that really word is claim correctly. We always know that they miss on information. I don't know why. I don't know why either. I, um, yeah. Like these claims have just become a nightmare. So, um. So yeah, so, so we're very familiar with, um, this one. With, um, or zero with more than $500 medicals. I remember does this explain I mean this is basically just to look the hot look for the hot

claim to try to find something to update the old shackle I mean because if more than 500 payment in America the claim will be a lease of your own yeah usually sometimes yeah but um so here the thing that I've been seeing a lot is a lot of these things that are coming through as medical payments a lot of times are like like attorney type fees and stuff like that and it's not really medical treatment and a couple of them have been real OSHA zeros meaning like all the treatment they

had was not treatment beyond first aid. And it was still over $500. So we do have some that are like that. But yeah, so we did. I would just let them know the idea is if that typically if an employee had more than $500 worth of medical bills paid then there's a good chance that there is treatment beyond first aid and that's what we need to look for. Oh also I noticed that they weren't they weren't doing anything else in the claim like they weren't working the other things in the claim they were just

Just reviewing that this part and ignoring anything else. So there's that and also when they are finding treatment, they are not doing things like updating the medical section or something, you know, they keep it pretty limited to just this, that's it, and then they're out of the claim. And that's not really what we want them to do. So, yes, we want them checking for all the, you know, the indemnity and the medical information, but but that doesn't mean that we just stop there.

Okay. Yeah, so if there's other things on the claim that we find such as like breaking counters or LTIs or TWA indicators, anything like that, then yeah, we need to make sure that we are updating the claim and, you know, just like normal. And we found that information wasn't escalated at the beginning, so we need to do it.

Exactly. Yeah. Most of these were just like no treatment type claims. Or maybe there was treatment at first that was under $500 and they started treating again later. So yeah. But those would be the two things that I would really go over with them to make sure that they understand that.

All right. Okay.

The coyote and marking claims you don't really get any more. So I still review this. I mean, we can leave it there, but just in case it happens. I think it's just that we're not getting any new ones, but there's. I see a lot of ones. So, so we still just I just go over this little bit of information here with them for the coyote and marketing claims. And then I always just show them an example of one of each of those

a coyote and a American. I think we have a like widget for those. Yeah, yeah. So I usually just pull one from that widget and just kind of show them the difference and you know how to tell if it's a coyote remark and claim and I think we yeah we went over this one for intake so you know the emails received and then COVID claims we went over this one but we just went over the intake part Yeah, the part of the IGN, we didn't see.

Yeah. See? What? Okay, well, it was pretty good.

All right, so come down here. So the only time they would ever get these creams is one, we don't really get new ones, but if we, if region or ICM gets one, it's because and take us already did like the initial reviewing of it and and Liberty did accept it. So that is when now it is with an ICM. So COVID positive claims will be moved from intake to ICM once it is deemed to be work-related and accepted by the carrier. So ICM would review the carrier notes

for informational regarding absence record and coding. So things to consider, the likelihood of having medical documentation to support the claim is going to be slim. So if the carrier changes the termination to not work related, it should be now graded to O-sh-0.

Determine if the employee missed works. So if the employee continues to work remotely from home, lost time will not be recorded. I'm gonna start lost time and follow IRIS-236-4-6.

I mean, not really, because that's mostly from medical. from medical, so if the employee in this work look for a return to work date, if the criteria does not provide a return to work date from last time, work day can be utilized to end the absence record.

Again, that Iris article is not gonna help with that. So, I guess, I don't really want to teach them how to look I don't really want to teach them how to look through work days to find the end date because let's see, let's information. Yeah, like we can, a coach can just check that. And plus they're not going to come across this too often, so they'll, they'll forget by that time anyways. Documents exactly where all the information was identified and your notes and you're going to close all open tasks.

If the employee is yet to return to work, set an employee services absence record check through of UCCN for new information and set it for two weeks. So basically, all you're doing is looking through CCN, seeing any notation where mentions the employee was out of work. And then if it gives a date, like if maybe I'm learning mutual how to note on there that said that employee has not been back to work since the date of or stop working as of the date of injury and then they returned yesterday on, you know, whatever and they put the date.

So that's our app. So we would put lost time in for the start date. That was document and their note. And then we would end it based on the CCN note. And, and then that's it. So. So the claims we use carrier notes to update the absence record. No medical required at all. all right like we haven't really worked one of those in years really yeah um

they used to be quite common claims glad they're not anymore okay last the last quickly that I see is and we just started to be a coach and I have one of then and I just asked one people to to work that degree was like the expert on intake at that moment.

Yeah. I wonder what was the last quickly that I see.

I just I'm almost like and I actually think last the last couple classes I didn't review that Iris. Just one because we were kind of like, I didn't want to add that to, I didn't want to add that because one we were kind of like getting, you know, backed up on time. So, also, I'm just like, man, we don't even work COVID claims. So, I just said if you get a COVID claim, ask for assistance because one, they're not going to remember how to work it.

And two, they can review iris if they have questions, they can ask. So, I mean, it just wasn't worth the time to review that iris and try to shove information in their heads that, you know, You know, it's just they're not going to remember and they don't really need it. There's already so much to do. Yeah. Okay. So then we have our final quiz. This one. I'm pretty sure there's some updates that I still want to do on it. Let's take a look. All right. So this one should cover just about everything.

And again, if you have questions that you want to add or any suggestions. Yeah, you feel free. Feel free to bring that up. Who enters the initial details for an injurer on this claim in G. that's going to be an employee supervisor. Any true or false if medical treatment thought is listed as unknown and the employee's claim is coded as a three, we should not update medical treatment thought to yes. All. Super false. All right, true or false? The injured employee is given permanent restrictions by the health care provider.

Has completed the ADA process and placed in a new position in UPS. and UPS. Management can return the employee to work without any further medical documentation as long as they provide the ADA agreement form. To be true, um...

I just want to make an update.

Yeah, all right. I wanted to add the return to work date because we need that. All right, two or false. If our in all notes section notes are required to document all actions that are taken on the claim, even if follow up is not required. That's true. Which functions in the right panel display items that require action or follow up. Generally apparently it's play.

Okay, oh, there. Did you show me this place?

So, all right, sometimes when you come back to things you notice like, okay, I need to add a little extra word there. All right, complete the sentence. Entry ICM advisor. Work claims filed through. Okay, that should be easy for compensation to or false. The name of the dashboard that advises work from is called the Employee Services CCR dashboard and main. Very true. Where do you view a list of all assigned claims with tasks due today?

Dashboard widgets. What do you look for? I was thinking of CCR all tasks. the CCR AllTask. Oh, okay, gotcha. Yeah, Jeff. Yeah. Cool B2, I mean. Well, the CCR AllTask will have past present. All the tasks under your name. So, so this one, let's see, a list of all assigned claims with past due today. Well, I mean, I mean, but no, I mean, that was

Okay. Okay, let me stop thinking about it. Okay. Why do you look for in the dates listed in the last date section of the claim? What do you look for in the dates listed in the last date section of the claim that date of injure illness? If there are any gaps for them one day between dates. If the EE is across the night worker. All right. Okay. Yeah. Okay. Which OSHA code indicates that only first aid treatment was provided? Okay. Complete the sentence. A request duty status is a request for clarification of lost time or TWA sent by email template to

The management team, I want to add some things.

And

Yeah, I was thinking you're going to put like a, a cascalita, oh man, hold on,

I heard that word yesterday and I forgot, it was yesterday, I don't, you really forget it, oh my

I'm old Jonathan, okay, my memory is not what it is,

All right, no, tell me again, what does that mean?

No, like the peel of the banana, something like a little trap. Okay, yes, yes, yes, yes, yes. Okay, okay. And say it again, cascarita. Cascarita. Yeah. Perfect. Okay. All right. I'm going to do my best to remember that. Okay. On the injury claim, which one of these sections display the OSHA code? should regulatory required information section? To your false, if an advisor does not make any updates to a claim, he or she closes the edit claim window by clicking cancel. True.

All right, which section of the claim will only display if the section has content? I'm going to be the claim absences and the medical information. How do you select a link to open it in a tab? Right click. What are some common steps in the RHPD and RDS escalations process? Select all that apply. Okay, so we're looking for sending emails and creating follow-up tasks. creating new content, contact, or editing claims, where you need to go to view a list of tasks that are due or overdue. The dashboard. Let's kind of like the other question a little bit.

From an open task, which option do you select before escalating the task? What steps do you take if the injured employee has more than one act of claim? Unfortunately you're going to consult a coach. Hey, yeah. What is your last step in reviewing the claim? Create an employee services claim review note. When a data service for a medical visit is not received, how do you first attempt to contact the medical provider in an arm escalation? By that's or by phone, either one.

What steps do you take before you update any claim information and click edit and review all information on the claim.

Open this or explain this. When you update these sections of the claim, G-Sharmas will automatically change the claims of Oshakode. Thank you. Thank you very much. I mean, I had joking with me. Oh my god, no. But some regulatory inflame absences. Where do you look for a change request that has been assigned to you? The dashboard. That's the answer to so many questions. Oh, look.

Did you made it? Someone say you're emitting that look? I wonder if someone is answer that. Answer like that. I don't know. Which of the following types of change requests do not require medical documentation, but do require detailed information to support the change in the claim?

Treatment beyond first aid. All documents attached in a change request will appear in file section of the change request. True. And true or false after reviewing a medical document, you must update the file description. Also true. Please do that. Please. I hate reviewing claims that don't have those updated. Um, Iris Resource 261-9, Reviewing Medical Documentation, provides details on which of the following. It's going to be all the above with providing instructions on how to deal with discrepancies between timestamps, can appointment, it contains links to each of the related Iris resources

mentioned in this module. The resource provides details about how to compare and capture information on the claim. provides information on how to escalate requests for further information or clarification when information does not match on the goodness. Where does the intake group attach the medical documentation for a claim? A file section. Okay. In addition to Iris, which other software tools might be used to obtain information to update a claim from medical documentation. I see the code in Google,

even though Instagram would be good. What information do you verify to ensure medical documentation belongs in an employee's claim? In your description and your body part employee's name, date of injury. What three steps do you take to review a medical document attached to a claim? Validate the document assigned, captured document information of the claim and update the file description. And then why is 917 25 and employee treats at the ER on 917 and instructed not to return to work until 923? then fully also treats with concentra on 917 and given restrictions to start the same day.

Would this be considered contemporaneous medical or conflicting work status medical?

And 10th or right? Yes.

Don is like I'm not picking the right answer. can't always make an absence record coding more severe than medical. However, they cannot make it less severe false. Oh, I was really really really read that backwards. I mean, I really like less severe about Leo. Okay. I would think like backwards. Sorry. No worries. Data of injury is 711. Employee treats that concentron 712 mid shift and is given restricted duty. Management submits a change request to start TW on 714. What day should we start TW? 713. 713.

13 is going to be the day and true or false employee is currently on lost time and we just received the medical from their last office visit and the health provider says the employee can now return to work with restrictions. This is enough information for us to transition the employee from lost time to TAW. False. And then we would explain management has to confirm. So, with this one, I'm thinking this might be a little too tricky. The employee is currently on Los Angeles. And we just see the medical from the class of the BZN,

the enterprise in Sydney. We can narrow it up with restriction. This is an advantage. No, no, no, me. Is it okay? I mean, there's a way of talking about about the transition from Los Angeles to TW. True. Um, but I don't want them. Well, the question, the question is basically saying that he only has the make out with a decision about doesn't have the management confirmation. Yeah, and that's what I was thinking about, um, to have a very, to have all the facts. Um, also, maybe like, like adding something in the question.

Yeah, like no correspondence received from management. We're like adding here, like maybe we have not received any correspondence from management. However, this is enough information for us to transition. Well, I don't want to lead them to the answer though. I don't even like that, or what? I'll just leave it for now. All right, which words cannot be added to the IMBP team? That is post surgery, chemical exposure, initial encounter. And, oh, you know what? I want to add, I want to add unknown, um, what's, uh, something with the, with the update of the ideas.

Like, for example, like, like the chronicle.

It's when the, um, diagnosis has the word unknown. Oh, okay, okay, okay. What's one of the ones we typically see unknown? Okay, you need hand unknown maybe. Say that again. You need hand a comment unknown. Does it have a real genital? Um, I notice this one. Let me see something real quick.

Okay, you know what?

I'm

Or maybe it's usually says unspecified. I don't know.

Okay, I'll have to come back to that one sometime I can't think of

Okay, I'll just come back to that one. Remember two. Okay, if the employee. If what was the employee doing just before the incident occurred and described the object or substance that directly harm the employee has none unknown is blank or has similar verbiage, what can we use update the section? replace the information in A, replace the information from the other through one field if it has information regarding the incident.

When are manual updates required in workday, when zeroing out a lost time sequence, lengthening or shortening lost time sequence, and reopening a lost time sequence.

If the timestamp on the medical document does not have AM or PM next to it, what step should you take? Go to the provider and check their hours of operation.

Or ask the coach to choose one for you. Yeah, please don't do that true or false, if a claim currently has no absence record, the medical documentation provides work restrictions, we should wait to start to until we receive confirmation from the injured employees management. Very false. I feel like new reps tended to do that at first. Like they wait for. Yeah, because they're like a like a frame to. Yeah, sequence. Yeah. And true or false, if the injured employee declines the TWA offered by management, we should move them to last time.

False as well. which are rules for starting an absence record. Select all that apply. Supporting medical documentation is not required prior to starting an absence record. We should always check the time stamp on medical and the employee shift start time. Also, we can use verbal confirmation from the provider. Oh, one more thing, like when we're reviewing absence records, one thing that I tell them is if you're looking at a medical with the data service that is also the date of injury, do not worry about that time stamp.

because it doesn't matter if it's pre-shift or it shouldn't be pre-shift, but it doesn't matter if it's mid-shift or post-shift. You know, so whatever the work status is is going to be for the next day. Because we drill in to check that timestamp, but if it's if the data service is on the date of injury, don't worry about that timestamp. Okay, yes, that is. Yeah, I got like all it is appreciate or whatever. I mean, we went to sign the next day. Yeah, so that just will save them a little time.

which are rules for ending an absence record. It's going to be regular duty medicals required. However, there are a few exceptions. We can end the absence record for employees whose status reflects terminated. An absence sequence cannot be ended prior to the day specified on the medical. Okay. So next one. Please review the image based on the breaking counter response. Employee was given restrictions on. January 23rd, and the change request, um, uh, why is that sense like that, huh? Review the image. Okay, so we have to different start the breaking calendar and chair request.

So here's the response, he was given restrictions on 123. So that's the change request response. Okay, so it's just this quoting it up here. Okay, cool. And in the change request, what steps do we take? Oh, oh, okay, I got it now. For some reason when I was reading it, it was not making sense, but I, I, I get it. Okay, so they're giving us come like conflicting. Yeah, okay, cool, and then the answer is deny the change request and start TWA on 123. Okay, so yeah, all right, wonderful looks good to me.

When can we not end the absence record per future data medical, and that is when there is a visit scheduled on before the return to work date. What part of the claim should you review every time you first enter or re-insure a claim? A lot. Yeah, Google. All notes, all files and tasks, change requests, claim absences. All emails and transactions, history, through ones and HCP section. All right, true or false, it is not required to update the IMBPT per CCN or risk management notes when the medical document provides a valid diagnosis.

That is true. And which diagnosis should not be added to the IMBPT? It's like all that apply, should not add MBA exposure to hazardous chemicals, specified fall initial encounter and overexertion from repetitive movements. All right, and that is the end. 51 questions and um so um honestly last class we did not get to play the Jeopardy game. We just we just did not have time for it. And that was like the first class that that we didn't do that but because typically what I would do and I really think with so many additions that have been added to Iris and just to have enough time that because it was two weeks that we would do training

But I really think it needs to be a little bit more than that, but we would do a jeopardy game on Friday, the first Friday and then a jeopardy game on the last Friday. So that, again, that's one of those things where like as a trainer, you got to kind of figure out like, do we have time to do this, you know, and last time was like, no, we don't have time. so we did not get to do the the jeopardy game. And then, so just remember at the beginning of the day,

we just do a recap. And that's just kind of going over, you know, all the things that we went over the previous day. And that's usually like, say, man, we'd do that with the slides. And just do like a morning recap before we started our next lesson. Oh, yeah, remember that better. Yep, so that's it. That's all the ICM training. Just walk through like typically how the whole training schedule goes. And do you have any questions?

Can we start over? Sure, let's do it. No, we're just kidding. No, I mean, no. I mean, so far, no. I maybe, maybe at the moment, when I have training to do that, or was it really like, I was trying to make a note for me to do that. Maybe I would have a few questions. I know I can kind of ask you. you ask you and I just want to say thank you for this week and the last week for all the time you put together to review everything with me. Yeah, no, it's no problem. So the way that it's been

explaining is that you know like when the next training class you will be able to I think you'll be able to observe. So you won't have to just like frame the whole class or anything like that. So

it's supposed to be like a slow transition.

I hope so, yes. All right, cool, cool, cool. All right, so yeah, so then we're good. I don't have anything else but you know we can definitely keep in touch on it like if there's anything that um you know I am when I you know just give you a heads up on or you know something like that or if you have any questions I mean can we can yeah I'm definitely communicating. Oh sure Oh, thank you. No problem. He's everything.

Okay, doke. All right, Fabian, did you have anything to add?

No, not at this time, Rochana. Thank you so much for your time and your help as well, Lisa.

All right, guys. Well, I guess back to coaching. Thank you. Thank you. You're welcome. Bye. Bye. Bye. Bye. Thanks. Bye.