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Nurse Hotline

If a non-life-threatening injury occurs while you're on the job, get fast and free advice by calling the 24/7 Nurse Hotline at (844) 322-4662 before spending time and money at a health care facility.

Important note: If you are a Church Mutual customer reporting a work injury in the states of Washington, North Dakota, Ohio or Wyoming, do not call the Church Mutual Nurse Hotline telephone number or report the claim to Church Mutual. These four states use a different Medcor telephone number and these claims are not managed through or by Church Mutual.

Nurse Hotline benefits both employees and employers providing immediate medical advice on the most appropriate form of treatment. Getting health care questions answered quickly and at no cost to employees is a win-win for everyone.

• What the hotline can do for your employees  

  Even in the safest of workplace environments, injuries can happen. Supervisors, who usually aren’t trained medical professionals, often don’t know how to properly deal with an injury. As a result, employees with minor injuries are often sent for unnecessary and expensive off-site care when first aid would have sufficed. Conversely, employees with more serious injuries might not get the care they need.
  
  Our no-cost Nurse Hotline provides you with 24/7 access to medical professionals who can help you appropriately manage work-related injuries.
  
  You and your employees will benefit from:
  
    • Sound clinically based decisions about when first aid is appropriate and when
      outside care referrals are necessary
    • Consistent treatment decisions and documentation of injuries
    • Off-site referrals to preselected providers
    • Lower frequency and severity of workers’ compensation claims
    • Potential for reduced experience modification
    • Greater confidence on the part of employees and less confusion for the employer
  
  In addition to getting your employees the treatment they need in a timely manner, the Nurse Hotline also helps ensure that if you need to file a claim, you do so in a timely manner, which helps reduce costs, confusion and, potentially, litigation.

• Nurse Hotline, powered by Medcor — the leader in injury triage services  

  Church Mutual chooses all of its partners very carefully, and Medcor is no exception.
  
  Medcor provides injury triage services from coast to coast, giving injured employees instant access to specially trained medical professionals and state-of-the-art triage protocols. As a result, employees experience better health outcomes and employers benefit from greater productivity, minimized frequency and reduced severity of workers’ compensation claims.

  In fact, Medcor’s services have shown to prevent 35 percent to 50 percent of injuries from becoming a workers’ compensation claim, which can help reduce the experience modification.
  
  Medcor pioneered telephone triage in 1997 and continues to set the standard for performance. Its call center is staffed by registered nurses who are specially trained in responding to workplace injuries, operating under the supervision of a staff physician. They have unparalleled experience and reliability with regularly updated clinical algorithms that are designed specifically for workplace injuries. A commitment to continuous improvement helps ensure they are providing the best care available. Plus, Medcor is accredited by URAC, the preeminent independent nonprofit healthcare standards organization, and has earned four U.S. patents, with more pending.

• Here’s how it works  

  Step one: Make the call at the time of injury
  
  Employees should be trained to notify their supervisor immediately in the case of an injury. At that time, the supervisor will make the call to the Church Mutual Nurse Hotline (844) 322-4662. Once the supervisor provides the nurse on call with pertinent facts, the injured employee will get on the phone so the nurse can ascertain the severity of his or her injuries. If the supervisor is not available, the injured employee can make the call directly.
  
  Step two: The nurse recommendation
  
  The nurse on call will provide the employee and supervisor with next steps for treating the injury. This could be anything from going to the emergency room, to making an appointment with a specialist to simple first aid. If the employee will self-treat, the nurse will forward patient follow-up care instructions in writing, directly to the employee.
  
  Step three: Debrief with manager, if present
  
  The nurse will confirm the treatment plan with the manager.
  
  If self-care/first-aid is all that is needed, the nurse will advise the manager of this, and also will explain the specific recommendations provided to the employee. The nurse will fax or email follow-up instructions to the employee to reinforce the recommended steps for self-care/first-aid.
  
  If outside care is recommended or sought, the nurse also will notify the manager of this (if available), along with the name of any specific provider for possible evaluation and treatment.
  
  Step four: Timely record distribution
  
  All calls will be documented in some way.
  
  If self-care/first-aid is all that is needed, the nurse will provide Church Mutual Claims an incident report, but no formal claim will be established within the claims system, and the incident will not appear on any loss runs.
  
  If outside care is recommended or sought, the nurse will send a report to the Claim Reporting Center, and a formal claim will be created within the claims system, and an appropriate claim handler will be assigned to manage the file. The claim will appear on loss runs.
  
  If an injury is serious or life threatening, call 911
  
  These include, but aren’t limited to, the following conditions:
    • Choking
    • Unconsciousness or severe disorientation
    • Severe bleeding
    • Lack of balance or inability to walk
    • Hot, dry skin
    • Seizures or convulsions
    • Difficulty breathing
    • Chest pain or discomfort
    • Profuse sweating
    • Severe abdominal pain
    • Any other problem you feel might be an emergency

• Frequently asked questions  

  What is the average length of call to the Church Mutual Nurse Hotline?
  In total, 15 minutes.
  
  How is the call center staffed?
  The call center is staffed with registered nurses, 24 hours a day, seven days a week, under the direction of Medcor’s full-time medical director. The Medcor Injury Triage medical director is board certified in emergency medicine.
  
  Do your nurses speak any other language besides English?
  If a language barrier exists, a translation service is quickly brought into the call. More than 200 languages are available.
  
  When nurses recommend self-care, can employees still request to see their own doctor?
  Absolutely. The service does not deny employees their right to medical care; however, it is intended to provide employees with expert information to aid them in making the best decision for their medical care.
  
  If a referral is made to a designated medical facility, what information do employees need to take with them?
  No further information is necessary unless your organization requires specific paperwork. The Medcor nurse will automatically fax or email an injury alert form to the designated clinic prior to the injured employee’s arrival.
  
  Is the hotline nurse our workers’ compensation claims examiner?
  No. The Nurse Hotline is a telephonic injury management service. If appropriate, the nurse will fax or email the necessary information to Church Mutual’s claims department.
  
  What do we do if the injured employee is a minor?
  Each employer should follow its own procedures for managing injured employees who are minors. Medcor does not require parental consent for triage, but medical providers at off-site facilities might require parental consent before treating employees who are minors.
  
  Are the calls recorded?
  All calls are digitally recorded for quality assurance and to accurately document the facts of the injury. Callers are notified that the call is recorded and they consent to the recording by participating in the call.
  
  Is the service available for non-work-related injuries?
  No. You should follow your organization’s guidelines for non-work injuries.
  
  Should we call the Nurse Hotline if a guest is injured at our location?
  No. You should follow your organization’s guidelines if a guest is injured at your location.
  
  Should I call the Nurse Hotline with billing, payment, insurance or authorization questions?
  No. The Nurse Hotline is not able to answer these types of questions. Please follow your organization’s guidelines.

• Train your employees  

  Make sure all of your employees are aware of the Church Mutual Nurse Hotline and how to use it. Then, post the hotline number in a place where it is highly visible. We have posters and other items available that you can share with your staff.
  
  For more information on the Church Mutual Nurse Hotline, powered by Medcor, talk to your Church Mutual representative, agent or broker.

Resources

	Medcor/Nurse Hotline Four-Step Poster - 8 1/2 x 11 Perfect for use as a handout to managers, or for posting on bulletin boards or other common spaces, this poster outlines the steps one should follow when using the Nurse Hotline. View and Print Add to Order Form Medcor/Nurse Hotline Four-Step Poster - 11x17 View and Print
	Injury Triage Solution View and Print
	Workplace Injury Guide Use as a handout for supervisors so they understand when and how to call Medcor. View and Print

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