Health Services Coordinators

What is the role of the Health Services Coordinator (HSC)?

The HSC tracks specific claims in order to ensure early return-to-work services, care coordination, and improved clinical outcomes of injured workers. The HSC works closely with all parties (L&I, providers, injured workers, and employers) to aid communications to ensure injured workers are back to work as soon as medically appropriate. They work for the COHEs and are readily available to assist all parties in the claim.

A COHE may also have an HSC Assistant that works under the direction of an HSC.  The HSC Assistant has different qualifications and may work on HSC support tasks or claims with a lower level of complexity.

How many HSCs is a COHE required to have?

The contract currently requires one HSC full-time equivalent for every 2,350 claims initiated per year.

If an HSC leaves the COHE and causes the COHE to fall below their required HSC staffing levels, the COHE must replace the HSC within 3 months.

The COHE must have a plan to maintain coverage of HSC services while permanent HSC staff are unavailable, including while on vacation.

I've hired an HSC. What's next?

  1. The HSC must apply for an L&I provider number.
  2. Submit an HSC Supplemental Application (34 KB PDF).

What is the HSC training requirement?

A COHE is responsible for providing extensive training to a new HSC or HSC Assistant on roles, responsibilities, and processes.

Within 6 months of hire, the COHE will ensure that a new HSC received additional training on: :

  • L&I business processes and procedures, and
  • How HSCs from another COHE perform their work.

For the additional training, the COHE has two options, either:

  1. Provider training content that has been pre-approved by L&I’s contract manager, or
  2. Have the HSC participate in an L&I orientation at L&I headquarter or a regional office, or
    • Spend at least 4 hours shadowing a HSC at another COHE, or
    • Attend an L&I-sponsored HSC Conference (if the conference occurs within 6 months of hire).

What is the target claim volume per HSC?

The COHE must have 0.5 of an HSC full-time equivalent (FTE) for every 1,175 claims initiated annually. Only time performing claim-specific tasks count toward the FTE for HSC services.

If the number of claims initiated in the COHE divided by the number of HSC FTEs is more than 588 in any COHE Quarterly Status Report, the COHE must discuss forecasted claim volumes and staffing strategies with their L&I contract manager.

How do HSCs identify and track claims?

The Occupational Health Management System (OHMS) provides HSCs with lists of claims initiated by a provider within their COHE. The OHMS system includes care coordination features such as case note creation, task management, access to claim files and the ability to initiate referrals to L&I services (i.e. Risk Management and Stay at Work). Please reference the OHMS section of the COHE Toolkit for more information.

HSC Resources:


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