Table of Contents

1. Introduction to Occupational Health

1.0 About Section 1—Urgent Care Occupational Medicine Defined
1.1 Embracing the Occupational Health Opportunity
1.2 Occupational Health Defined
1.3 History, Injury Statistics and Costs
1.4 Understanding the Market
1.5 Statement of Philosophy
1.6 Vision and Mission Statements
1.7 Quality Monitoring

2. Product Lines

2.0 About Section 2—Product Lines
2.1 Summary of Program Components
2.2 Total Health Model Flow-Chart
2.3 Occupational Rehabilitation Overview
2.4 Corporate Wellness
2.4.1 Corporate Wellness Service Line Overview
2.4.2 Corporate Wellness Service Line
2.4.3 Sample Corporate Wellness Program
2.4.4 Employee Wellness Program
2.4.5 Health and Wellness Program

Sample Policies

a. Blood Pressure Screening
b. Cardiac Prevention Programs
c. Cardiac Risk Profile Screening
d. Fitness Programs
e. Wellness Education and Screening

2.5 Drug Free Workplace Program

2.5.1 Drug Free Workplace Program Overview
2.5.2 Guidelines for a Drug Free Workforce
2.5.3 Medical Review Officer Role
2.5.4 Drug Testing Program

Sample Policies

a. Basic Urine Drug Screens
b. Breath Alcohol Testing
c. Drug Screening Profile Chain of Custody
d. Drug Screening Profile Specimen Collection
e. For Cause Urine Drug Testing Blood Ethanol Level
f. NIDA Urine Drug Screens

2.6 Health Exams and Screenings

2.6.1 Health Surveillance Service Line Overview
2.6.2 Complying with the ADA
2.6.3 Physical Examinations

Sample Policies

a. Pre-Placement Physical Exams
b. Release of Information Form
c. Occupational Hearing Conservation Program

c.1 Audiometric Testing Program OSHA Standard
c.2 Occupational Hearing Conservation Sample Policy
c.3 Occupational Hearing Conservation Summary Form
c.4 Occupational Hearing Conservation Program
c.5 Standard for the Management of Audiology

d. Respiratory Screenings

d.1 Respiratory Screening Overview
d.2 Pulmonary Function Screening
d.3 Pulmonary Function Testing Follow-Up
d.4 Pulmonary Function Testing Pre-Employment
d.5 Recommended Preventive Exams
d.6 Respiratory Surveillance Data Sheet

2.7 Injury Management

2.7.1 Injury Management Overview
2.7.2 Occupational Health Case Tracking
2.7.3 Loss Management Contract Components
2.7.4 Case Management Model
2.7.5 Impairment Information
2.7.6 Return to Work Urgent Care Form
2.7.7 Safety Handbook
2.7.8 Safety Programs

Sample Policies

a. Administrative Policy: Clinical Reports
b. Administrative Policy: Disability Reports
c. Administrative Policy: Discharge Instructions
d. Administrative Policy: Physicians First Report of Injury
e. Administrative Policy: Workers’ Compensation Injury Treatment
f. Guidelines for Initial Visit and First Report of Injury
g. Physician Report of Workers’ Compensation
h. Safety Handbook
i. Safety Programs
j. Accident Reporting & Investigation Plan

2.8 On-Site Services

2.8.1 Developing a Comprehensive On-site Services Program
2.8.2 Onsite Services Sample – RFP

3. Staffing Plans and Efficiencies

3.00 About Section 3—Staffing Plans and Efficiencies
3.01 Clinical Experience Checklist for New Employees
3.02 Department Staffing Patterns
3.03 Documentation of In-Service
3.04 License Verification Worksheet
3.05 New Staff Member Orientation
3.06 Performance Standards Sample
3.07 Standards for the Medical Director’s Role
3.08 Productivity Analysis
3.09 Medical Director Productivity
3.10 Protocol Development
3.11 Scheduling Plan
3.12 Staff Development Program
3.13 Sample Medical Director Contract

3.14 Staff Competency Charts

3.14.01 Competencies Requirements
3.14.02 Competency Age Specific
3.14.03 Competency Audiogram
3.14.04 Competency Billing Accuracy
3.14.05 Competency Billing Denials
3.14.06 Competency BP Dinamap
3.14.07 Competency BP Manual
3.14.08 Competency Breath Alcohol
3.14.09 Competency Chart Assembly
3.14.10 Competency Chart Hold
3.14.11 Competency Drug Screens Collecting
3.14.12 Competency Drug Screens Results
3.14.13 Competency Drug Screens Shipping
3.14.14 Competency Filing Dictation
3.14.15 Competency Foreign Body in Eye
3.14.16 Competency Glucometer
3.14.17 Competency Hand Washing
3.14.18 Competency Injections
3.14.19 Competency Instruction Sterilization
3.14.20 Competency Lacerations
3.14.21 Competency Medications
3.14.22 Competency Morgan Lens
3.14.23 Competency of Clinical Staff
3.14.24 Competency Phlebotomy
3.14.25 Competency Random Draws
3.14.26 Competency Resting EKG
3.14.27 Competency Spirometry
3.14.28 Competency Telephone Usage
3.14.29 Competency UA Dip
3.14.30 Competency Vision Testing
3.14.31 Competency Vital Signs
3.14.32 Competency X-rays
3.14.33 Position Specific Competencies – Staff Physician – Medical Director
3.14.34 Provider Competencies

3.15 Staff Responsibilities by Job Title

3.15.01 Care Manager/Injury Coordinator Responsibilities
3.15.02 Care Manager Responsibilities
3.15.03 Director of Sales and Marketing Responsibilities
3.15.04 Director Responsibilities
3.15.05 Discharge Manager Responsibilities
3.15.06 Essential Tasks for the Occupational Health Receptionist
3.15.07 Essential Tasks for the Licensed Clinical Support
3.15.08 LPN Clinician Responsibilities
3.15.09 Medical Director Responsibilities
3.15.10 Multi-Modality Technician Responsibilities
3.15.11 NP or PA Responsibilities
3.15.12 Nurse Clinician Responsibilities

4. Internal Employee Health

4.0 Internal Employee Health & Loss Management System

5. Attaining Optimal Clinic Flow

5.00 About Section 5 —Attaining Optimal Clinic Flow
5.01 Clinic Configuration
5.02 Data Information Structure for Clinic Operations
5.03 Department of Transportation Physical Exam Flow
5.04 Drug Screen Flow Charts
5.05 Employer Services Flow Chart
5.06 Injury Management Flow Chart
5.07 Follow-Up Visit Flow Charts
5.08 Hazmat, Interim, Periodic Flow Charts
5.09 Initial Injury Flow Charts
5.10 Sample Policy-Chart Format
5.11 Sample Policy-Patient Scheduling
5.12 Software Checklist
5.13 Authorization Form
5.14 Case Tracking Log
5.15 Documentation and Coding Criteria Template
5.16 Employer Results Reporting
5.17 Medical Services Authorization
5.18 Release of Information Form

6. Standards of Care

6.00 About Section 6 —Standards of Care
6.01 Accountability of Care
6.02 Standard for Documentation
6.03 Diagnosis Codes
6.04 Documentation and Coding Procedures
6.05 Functional Recovery and Return-to-Work
6.06 Standard for Post-Offer Employment Evaluations
6.07 Standard for the Management of Abrasions and Avulsions
6.08 Standard for the Management of Abcesses
6.09 Chart Audit Review—Ankle Injuries
6.10 Standard for the Management of Ankle Injuries
6.11 Standard for the Management of Anxiety Disorders
6.12 Chart Audit Review—Back Injuries
6.13 Standard for the Management of Back Injuries
6.14 Documentation Form for Low Back
6.15 Standard for the Management of Human and Animal Bites
6.16 Bloodborne Pathogens—CDC Recommendation for Healthcare Workers (PDF)
6.17 Standard for the Management of Thermal Burns
6.18 Standard for the Management of Cervical Spine Strain
6.19 Standard for the Management of Carpal Tunnel Syndrome
6.20 Standard for the Management of Cellulitis
6.21 Standard for the Management of Orbital Cellulitis
6.22 Standard for the Management of Chest Pain
6.23 Standard for the Management of Crushing Injury Syndrome
6.24 Standard for the Management of De Quervain’s Disease
6.25 Standard for the Management of Diabetes Mellitus
6.26 Standard for the Management of Dizziness
6.27 Standard for the Management of Otitis Externa

6.28 Standard for the Management of Foreign Body within the Ear Canal
6.29 Standard for the Management of Foreign Body in the Eye
6.30 Standard for the Management of Corneal Abrasions
6.31 Standard for the Management of Corneal or Scleral Lacerations
6.32 Standard for the Management of Corneal Ulcer
6.33 Standard for the Management of Eye Burns
6.34 Standard for the Management of Blow Out Orbital Fractures
6.35 Documentation Form for Eye
6.36 Standard for the Management of Foreign Body (Non-ophthalmologic)
6.37 Standard for the Management of Plantar Fascitis
6.38 Chart Audit Review—Hand or Finger Open Wound
6.39 Standard for the Management of Flexor Tenosynovitis of the Hand
6.40 Instructions to Patients Concerning Head Injuries
6.41 Standard for the Management of Head Injuries
6.42 Standard for the Management of Hypertension
6.43 Standard for the Management of Hyphema
6.44 Infection Control Guidelines (PDF)
6.45 Standard for the Management of Anterior Knee Pain
6.46 Standard for the Management of Lacerations
6.47 Needlestick and Other Sharps-Related Injuries
6.48 Standard for the Management of Epitaxis
6.49 Standard for the Management of Acute Shoulder Injuries
6.50 Standard for the Management of Shoulder Dislocation
6.51 Standard for the Management of Rotator Cuff Tears
6.52 Standard for the Management of Subacromial Bursitis Tendinitis
6.53 Standard for the Management of Adhesive Capsulitis
6.54 Standard for the Management of Acromioclavicular Separations
6.55 Documentation Form for Shoulder

7. Sales and Marketing

7.00 About Section 7 —Sales & Marketing
7.01 A One Week Sales Training Program
7.02 Rx for Phone Tagitis
7.03 Introductory Letter
7.04 Meeting Confirmation Letter
7.05 Anatomy of a Sales Interaction
7.06 Letter of Understanding
7.07 Follow-Up Letter
7.08 Post-Sale Thank You Note
7.09 Letter to Reinforce the Sale
7.10 Prototype Employer Proposal
7.11 Client Fact Sheet
7.12 Occupational Health Sales Professional Dictionary
7.13 Recommended Sales Call Verbiage
7.14 Saying the Right Thing
7.15 Scripted Responses to Common Questions
7.16 Scripts for Opening and Closing a Sales Call
7.17 Scripts for Providing Freebies
7.18 Physician as Marketer
7.19 Account Executive Job Description
7.20 Corporate Sales Manager Job Description
7.21 Communications Strategy
7.22 Prospect Qualification Matrix
7.23 Principles for Writing an Effective Business Plan
7.24 Prototype Market Research Questionnaire
7.25 Chronology of a Clinic Tour Visit
7.26 Tips for Using Email as a Marketing Tool
7.27 Ten Marketing Rules for the Market Leader
7.28 Leveraging Your Market Leadership
7.29 Employer Client Reference Listing
7.30 Developing an Employer Advisory Council
7.31 Annual Client Update Questionnaire
7.32 Prototype Compensation Package
7.33 Competitive Strength Worksheet
7.34 Contact Management Software Comparison
7.35 Sales Professional Time Sheet
7.36 Time Management Matrix
7.37 Sales Professional Prototype Schedule
7.38 Leadership Plan for the Sales Professional
7.39 Verbiage for Sales Position Advertisements
7.40 Tips for Public Speaking
7.41 Prototype Sales and Marketing Plan

7.42 Sales and Marketing Articles

7.42.1 Social Networking as a Marketing Tactic (PDF)
7.42.2 Workplace Education as a Merketing Tool (PDF)

7.43 Proposal Development

7.43.1 Prototype Service Agreement
7.43.2 Sample RFP Draft Agreement
7.43.3 Drug Testing Program Service Agreement

8. Ensuring Optimal Patient Service

8.0 About Section 8 —Patient Service
8.1 Prototype Patient Service Plan
8.2 Annual Client Update and Questionnaire
8.3 Sample Employer Satisfaction Survey
8.4 Program Meeting Agenda
8.5 Patient Satisfaction Form
8.6 Handling a Disgruntled Patient
8.7 Complaint Form
8.8 Compliment Form
8.9 Legislation Affecting Occupational Health & Urgent Care Practice
8.10 Sample Authorization Form

9. Financial Management

9.0 About Section 9 —Financial Management
9.1 Gross Revenue Projection Template
9.2 Occupational Health Expense Template
9.3 Evaluating the Value of Your Clinic
9.4 Sample Charge Sheet (XLS)
9.5 Billing and Coding

10. Appendix—Useful Resources

Occupational Health Education
Physician Training
Recommended Resource List 2010
Recommended Resources by Topic
Recommended Texts and Periodicals
Websites and Phone Numbers
Workers Compensation Glossary
Article – Healthy People 2020 (PDF)
Article – Health & Productivity Management
Article – Health Intervention ROI Model (PDF)
Article – Impairment Rating (PDF)
Article – Injury Costs (PDF)
Article – Medical Director’s Pivotal Role (PDF)
Article – RTW Coordinators
Article – State Drug Testing Laws (PDF)
Article – Aging Workforce
Article – Medicare Secondary Payer Provisions (PDF)
Article – Mental Health Regulations
Article – Somatic Symptoms
Article Outcomes – Clinic Dashboard Metrics
Article Outcomes – Risk Manager’s Perspective
Article Outcomes – Data Mining