Mary Alice Erlich
- What account documentation is necessary to establish client standards? The client profile regarding testing, communication expectations, insurance info, scheduling needs, regulatory requirements, and processes for workers’ compensation and employer-related service
- Who determines the standards? The employer, the program medical director, and the program director discuss the work environment, the services to be provided, and the necessary processes to meet regulatory requirements for the company.
- How do you orient clients to the standards? An orientation packet is a helpful tool to provide the client with all the necessary information regarding access and scheduling, billing, patient processing, communication, and ongoing monitoring of services.
- Are patient interactions defined by the employer or the OHS? Both. The process for return to work, the scheduling processes, and the access for care are discussed with the employer, and accommodations may be provided to an employer for access if appropriate for early or late testing of patients if volumes warrant the accommodations.
- Are there current standards for patient interactions? Customer service standards are available.
