Voice of the Injured Worker – FAQ

Responding to Common Questions from Injured Workers

Professionals in the workers’ compensation field must not only expertly meld highly analytical skills with deep wells of understanding but also prioritize empathy. Every day, employees in the workers’ compensation field must be able to juggle a heavy load of cases while also being aware of the idiosyncrasies of each person’s claims. No case is ever as simple as it appears on the surface. At the end of the day, adjusters, nurse case managers, and HR professionals work with people at their lowest. Creating this focus on empathy, understanding, and connection goes a long way to answering common questions from injured workers with kindness and respect.

Being transparent in the beginning with these questions allows everyone to begin the process on the same page after an injury. It supports the injured employee through the workers’ compensation process. Often, this is the first and only time that a worker will need to go through the process, so chances are they have no prior knowledge to assist them. Providing accurate and up-to-date information is crucial in this process.

Injured workers often bring their fears, worries, and misconceptions about the process. As a workers’ compensation professional, it is your job to assuage those fears and support injured workers from the onset of the process. They will need someone to guide them through the process. By encouraging open communication, you become more approachable and supportive, making the injured worker feel more at ease and understood.

We have compiled a list of the most common questions we hear from injured workers. This guide will assist you in acknowledging those difficult questions and answering them appropriately from the beginning to the end of the claim so that the entire process can go smoothly for you and the injured worker.

Following, you will find an outline for workers’ compensation industry professionals navigating common questions from injured workers, along with tips on how to address them. These are the top questions we hear from injured workers and why they are important.

What should I expect after my injury?

After an employee’s injury, they need to understand the workers’ compensation process and what to expect. This process involves several key steps: filing a claim, undergoing medical evaluations, and adhering to return-to-work protocols. Typically, the employee must file their claim within a specific timeline, which can vary by state, so acting promptly is crucial. Once the claim is submitted, a medical evaluation will assess their condition and determine the necessary treatment. Throughout this process, the employee needs to know that workers’ compensation is designed to support them and facilitate their recovery, helping them return safely when ready. Adjusters should be prepared to address any questions or concerns the employee may have during this time.

Will I still get paid even if I’m off work?

When an employee asks whether they will still get paid while off work, the adjuster can explain that they may be eligible for wage replacement benefits. These benefits typically cover a certain percentage of their wages for a specified duration, depending on the policy and state regulations. While it’s important to clarify the compensation limits, the adjuster should also express empathy regarding any financial concerns the employee may have, reassuring them that the system is in place to support them during their recovery. Direct them to contact their payroll specialist or HR personnel for any paycheck or compensation-related questions.

I want to be able to choose my own doctor. Can I do that?

Injured workers are often confused about why they can’t go to their primary or family doctor for their injury. This confusion can cause frustration with the process. The adjuster needs to clarify the rules regarding selecting medical providers within the workers’ compensation system. These regulations vary from state to state and must be adhered to within the system. Emphasize that these regulations are in place to ensure proper care and management of their injury. The adjuster should provide transparency about the available options and guide the employee through the process, reassuring them that their health and well-being are top priorities.

How long will it take for me to recover and return to work?

Recovery is at the forefront of your injured employee’s mind. They are concerned about how long it will take and what the recovery process looks like. Make sure to explain that recovery timelines vary widely due to the extent and type of injury. Although you can guess, the recovery process will be primarily individual based on their specific circumstances. It is crucial as a key stakeholder to set realistic expectations without making promises. In navigating these questions, make sure to balance optimism with honesty around any uncertainties regarding recovery.

I’m worried about job security. Is this going to affect my job?

Adjusters can explain that job protection laws, such as the Americans with Disabilities Act (ADA) and the Family and Medical Leave Act (FMLA), may apply, depending on the employee’s unique situation. The adjuster may suggest that the employee speak with an HR professional to discuss any company-specific policies. Throughout the conversation, they should be sensitive to the employee’s concerns, focusing on their legal rights while avoiding any guarantees that are beyond their control.

What happens if I can’t return to my previous job?

Injured employees often face doubt and worry about their futures – especially concerns about dealing with a potential life-long disability. Depending on their life circumstances, workers with injuries may be balancing this with childcare or other family obligations. The adjuster needs to be supportive and focus on long-term solutions, providing the employee with hope while outlining their various options, even if they have to pivot in their career. Employees can be reassured by discussing Return-to-Work programs, alternative work options, retraining, or rehabilitation. Injured workers want to know that they will find support even if the outcome is one that they wouldn’t have expected.