division of workers compensation teresa carney. overview workers compensation complaints performance...
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Division of Workers’ Compensation
Teresa Carney
OVERVIEW
Workers’ Compensation Complaints
Performance Based Oversight Dispute Resolution
Complaint Resolution
Complaints are received via mail, fax, e-mail, on-line complaint form
Complaints are entered in TDI Complaint Inquiry System (CIS)
Acknowledgement letter is sent to complainant
Complaint Resolution
Request letter is sent to insurance carrier requesting specific information: Resolution to complaint Evidence of compliance Correspondence exchanged Network status
Complaint Resolution
Carriers have 10 days to respond Response is reviewed by an insurance specialist
– is it sufficient? Can the complaint be resolved?
Unjustified complaints Violation not detected
Complaint is closed Closing correspondence sent to complainant with
copy of carrier response Copy of closing correspondence sent to parties
Complaint Resolution
Justified complaints Violation of statute or rule occurred Resolve complaint (compliance
achieved) Closed for monitoring or referred to
Audits & Investigations Monitoring/closure letter sent
Complaint Statistics – CY 2007
5,322 received through December 3, 2007
4,781 closed 1,716 – Medical Bill Processing 676 – Communication 473 – Fraud allegations 288 – Indemnity Benefit Delivery
Complaints Against Carriers
Timeliness of Medical Bill Payments Initial submission of the medical bill
45 days to pay or deny the medical bill Reconsiderations
21 days to pay or deny the medical bill Inappropriate denial of medical bills Late income benefit payments
TIBs, IIBs, SIBs Failure to comply with orders
Complaints Against HCPs Late filings
DWC-69, DWC-73, LOC Failure to comply with an order to
pay IRO fees for a retrospective medical necessity dispute review.
Private claims against the injured employee
Audits & Investigations Review complaint referrals Auditor reviews referral for accuracy and
complete documentation/evidence Violation determination
Violation confirmed Warning letter or penalty recommendation
meeting No violation
Closure letters
Audits & Investigations
Conduct audits on system participants
FY 08 – poor performers from PBO Other audits as necessary
Performance Based Oversight
Establishes performance objectives, measures and expectations
Encourages and rewards excellence and continuous improvement
Focuses on results rather than prescriptive requirements
1. Define Compliance Objectives (Key
Regulatory Goals)
2. Measure Overall Performance
(Assessments)
3. Report Performance Data
(Tiers)
4. Performance Data to Drive
Improvement (Incentives)
Accountability
PBO Steps
PBO – Key Regulatory Goals Provide timely and accurate income and
medical benefits Encourage safe and timely return of injured
employees to productive roles Promote safe and healthy workplaces Ensure each injured employee shall have
access to prompt, high-quality, cost-effective medical care
PBO – Key Regulatory Goals
Increase timely communications within the system
Limit disputes to those appropriate and necessary
Assessments
Conducted at least biennially on insurance carriers and health care providers
Conducted through analysis of data Maintained by Division Self-reported data
Specified measures
Assessment Measures
Insurance Carriers Timeliness of initiation of Temporary
Income Benefits Timely processing of medical bills Prevailing ratio at Contested Case Hearings
Health Care Providers Timeliness of filing Report of Medical
Evaluation – DWC 69
Regulatory Tiers
Poor performers Generally average performers Consistently high performers
Incentives
Developed by rule Publicly recognize high performers Allow high performer designation
as a marketing tool Modified penalties Self audits Tier flexibility
PBO Initial Assessment - Details
147 Insurance Carriers 89 Commercial carriers 3 State entities 43 self insureds 12 certified self insureds
Selected by volume of IP filings received in CY 2006
PBO Initial Assessment - Details
325 Health Care Providers 255 Designated Doctors 267 MDs 12 DC 46 Other
Selected based on volume of DWC 69 filings received in CY 2006
PBO Results – Insurance Carriers
21.8%
64.6%
13.6%
High
Average
Poor
PBO Results – Health Care Providers
20.0%
48.92%
31.08%
High
Average
Poor
PBO Results
Insurance Carriers 32 in High Tier 95 in Average Tier 20 in Poor Tier
Health Care Providers 101 in High Tier 159 in Average Tier 65 in Poor Tier
PBO Web Page
http://www.tdi.state.tx.us/wc/pbo/pbo.html
Dispute Resolution
Dispute Resolution Goal
To resolve the dispute at the lowest level without a proceeding.
Dispute Resolution Processes
Medical Dispute Resolution
Income Benefit Dispute Resolution
Medical Dispute Resolution
Preauthorization & Medical Necessity disputes Submitted on TDI form LHL009
Medical Fee disputes Submitted on DWC form DWC060
What is Reasonable and Necessary Medical care?
Reasonable Meets the standard of care generally
accepted by the medical community
Necessary Treatment to cure or relieve the
effects of the condition caused by the work-related injury
Income Benefit Dispute
A disputed issue regarding: • Compensability • Eligibility for, or entitlement to,
income or death benefits.
Common Types of Income Benefit Disputes
Compensability Extent of Injury Disability and Return to Work MMI/IR SIBs
Dispute Resolution Process
• Informal Dispute Resolution
• Benefit Review Conference
• Contested Case Hearing
• Review by Appeals Panel
• Judicial Review
Informal Dispute Resolution
• Dispute resolution begins once DWC learns a dispute exists.
• The party requesting a benefit review conference: must certify they have made a good faith
effort to resolve the dispute before requesting the conference; and
have supporting documentation.
Agreements
• Resolve disputed issues
• Secure the rights of all parties
• Are binding on both parties
• Prevent disputes from resurfacing
• Provide foundation for resolving other disputed issues
Benefit Review Conferences• Informal conferences designed to
mediate and resolve disputes
• Identify disputed issues or information needed to resolve disputes
• Benefit review officer is an impartial individual trained to help parties resolve disputes
• Two BRCs per disputed issue (max.)
Benefit Contested Case Hearings
• Formal hearings in which evidence is presented and testimony is taken
• Hearing officers issue written decisions, which are binding, on disputed issues
Appeals Panel• Three judges assigned to each panel to
review appeals of decisions
• Review is limited to the evidence admitted during the benefit contested case hearing
• The Hearing Officer’s decision is allowed to become final or reversed, remanded or a combination of these action
Judicial Review
Must be filed with appropriate court in county of injury or death
Must be filed simultaneously with the court, the Division and served on any opposing party
The court’s decision must take into account the appeals panel decision on each dispute issue