We typically use the ICM blog to share our thoughts on the disability management industry but for this post we’re sharing  some of the thoughts of our newer employees.

In 2009 we set out to significantly change how things are done in the industry and it is hitting home with our two most important audiences—customers and employees.

Customers are showing their support by fueling our growth—asking us to expand territories and take on a larger number of their cases because they know we get the job done the right way.

To keep up with growth we have been aggressively seeking qualified case managers and have welcomed many new employees into our family. They have been attracted by our culture, structure and other company attributes we share during the recruiting process. We understand that when prospects consider leaving their positions, they are taking a risk. We all know there is nothing worse than finding out that the company you have joined does not walk the talk. Based on the comments below, we are excited to see that our newbies are even more enthusiastic AFTER they’ve joined ICM. It doesn’t get more gratifying than that!

Here are just a few of the comments we received in late 2009:

Transitioning to ICM

“I just wanted to say how friendly and welcoming everyone has been and most importantly how happy everyone is to work here. I have never experienced anything like it and it is soooo nice.”

More Than a Year into an ICM Career

“It’s incredible to me to realize that I’ve been a part of ICM for 13 months already. My last post was extremely stressful and I felt alone in an office filled with management personnel, support staff and coworkers.  Granted I did have some very dear friends/colleagues there that tried to be supportive and helpful but they felt as stressed out and unappreciated as I did.  Here, I work in my only little home office far away (geographically) from supervision and co-workers yet feel like I always have a “buddy” to call on that will do their best to help even if busy with their own assignments.   And consequently it makes me want to be as helpful and supportive to them when I receive a call or email request.

Having worked in this business for 20 odd years and in the same type work environment (meaning working out of my home without a traditional office setting) I need to commend the ‘powers that be’ who have chosen so wisely in building a team of experienced, knowledgeable people willing to stick their neck out to help a coworker; someone they probably have never laid eyes on before and rarely ever see in their day to day work life with their only initial connection being offered a job with ICM.

2009 has been a great year for me. I have finally found the perfect job and I work with the best people. Thanks to everyone”

A Rare Attitude Found at ICM

“It’s been approximately five weeks since I became part of this incredible organization and I’m so thankful to work with each and everyone of you.

In all my years in the workplace, I have always been a person who looks forward to Monday mornings, as opposed to a “TGIF” person.  Before coming to ICM, I have never been a part of an organization in which there were more then fifty percent of “Monday morning” people.  Amazingly, ALL of the people in our company have the “Monday morning” mentality.  I hope everyone realizes that this is extremely rare for a company to have everyone on the same page.  Simply put, we all have a passion for our job and our company which will lead to ICM being the LEADER in our industry!”

We’re certainly not claiming to be perfect—ICM will continue to evolve to make our services even better and our company an outstanding environment for personal and professional growth. But we know we are headed in the right direction and our people are feeling and acting like they are a part of something much bigger than a cog in the proverbial wheel. And probably why we have more than our fair share of “Monday morning people!”

As we’ve come to expect, Joe Paduda has blogged about some issues that are near and dear to our hearts. He poses the question,  “Where’s the value,” to the several different “customers” who factor into the work comp managed care buying decision.

Let’s focus on three specific “customers” and their needs according to Joe:

“For the adjuster, the definition isn’t quite so apparent. With a desk swamped under case files and a screen stuffed with flashing ‘red flags’ on critical diary entries, there’s less focus on finding the cheapest wheelchair and more interest in picking a vendor that can take work off the adjuster’s desk, do it competently and without claimant complaint, and provide documentation that, at a maximum, is readily cut-and-pasted into the claim file.”

We’ve found adjusters that are doing everything they can to stay above water—averaging 180 files on their desk at one time. When we talk about our services with them, their number one goal is to close the file with the best solution possible. In our world, the best solution is attained when we place our focus on closing cases as quickly as possible versus an emphasis on billable hours. That means dedicating the appropriate number of hours per individual case up front which typically results in faster, and safer resolution in cases and fewer files on the adjuster’s desk. But what does that mean for the employer?

Once again we turn to Joe:

“For the claim manager, it’s about closing files, minimizing litigation, and avoiding those calls from Home Office management about low network penetration and excessive use of non-authorized vendors, while struggling to keep overworked, underpaid, and unappreciated adjusters on the job and out of the clutches of headhunters.”

The formula for claim managers is much simpler. They want a resource that can help them close files—with the required processes and documentation to minimize litigation. At the same time, 180 cases on an adjuster’s desk can lead to burnout and good adjusters are hard and expensive to find.

Now, onto the employer. Joe, take it away:

“For the employer, value is fast, thorough medical care that gets the injured worker back on the job and keeps her/him there…unless the employer is dealing with declining revenues, in which case they don’t want John/Jane Doe back at work no matter what, as there isn’t any job for her/him and they sure don’t want to yet another unemployment claim.”

Let’s focus on the first part of his equation—getting the injured worker back on the job and keeping him/her there. The employer plays a major role here—larger than he thinks. When he takes action on a case within 24 to 48 hours and it gets in our hands, the average amount of lost work days is 29. Wait longer and the average skyrockets to 179 days.

When each “customer” realizes that we’re all in this together, the value of a managed care provider that consistently closes cases quickly and safely skyrockets. And in that “case” everybody is a winner.