The job of the middle layer
-
Understand medical status and next steps.
Confirm diagnosis (or “working diagnosis”), treatment plan, prescriptions, and follow-ups. -
Clarify pay and bills.
How wage replacement works, how medical bills are handled, and what documentation is needed. -
Start the return-to-work pathway.
Ask what the worker thinks they can do; preview transitional duty options and the 90-day temporary nature. -
Prevent avoidable friction.
Identify language needs, transportation issues, childcare barriers, or scheduling constraints.
A simple flow you can follow
Use this four-part structure after you open with empathy:
-
Medical:
-
“What did the clinician say is happening and what’s next?”
-
“When is your next appointment or PT session?”
-
“Any prescriptions—do you know where to pick them up?”
Click Link to Access Free PDF Download
“9-Element Blueprint To Create Your Workers’ Comp Employee Brochure”
-
-
Pay & bills:
-
“Your medical bills are covered; you shouldn’t be paying out of pocket. If a bill arrives, send it to me.”
-
“Here’s how wage replacement works and when to expect it. Questions about timing?”
-
-
Return to work (expectations, not pressure):
-
“Do you think you can perform some parts of your job now or soon?”
-
“We have transitional duty during regular business hours, typically under 90 days. We’ll design tasks around your restrictions.”
-
-
Barriers & support:
-
“Is anything making appointments or recovery harder—transportation, language, home duties?”
-
“Would translation help for medical instructions?”
-
Tone tactics: clinical clarity, human cadence
-
Chunk information. Share one topic at a time; confirm understanding before moving on.
-
Plain language. Replace jargon with everyday words (“doctor’s note” instead of “work status slip”).
-
Check understanding. “What questions do you have about pay?” beats “Do you have questions?”
-
Record commitments. “I’ll email your next steps today. Expect it by 3 PM.”
Micro-scripts you can reuse
-
Bills: “If a medical invoice comes to your house, don’t pay it. Send me a picture—we’ll route it.”
-
Pay: “Your first wage replacement may lag a bit; that’s normal. If timing becomes an issue, call me so we can troubleshoot.”
-
RTW: “We’re not asking you to be 100%. We’re asking what’s safely doable now while you heal.”
What to capture for the team
-
Diagnosis/status, next medical dates
-
Work restrictions and worker’s own view of ability
-
Barriers (transportation, childcare, language)
-
Any clinic friction (wait times, staff issues)
-
Clear owner + due dates for next steps
Why the middle layer matters
It translates care into action. Workers hear, “We care,” then experience, “We are competent.” That combination keeps claims on track, reduces confusion that looks like denial, and makes weekly roundtables far more productive.
Remember: the middle is technical, not tone-less. Keep your voice steady, your language simple, and your pace humane. You’ll preserve trust while getting exactly what the claim needs to move forward.
Michael Stack, CEO of Amaxx LLC, is an expert in workers’ compensation cost containment systems and provides education, training, and consulting to help employers reduce their workers’ compensation costs by 20% to 50%. He is co-author of the #1 selling comprehensive training guide “Your Ultimate Guide to Mastering Workers’ Comp Costs: Reduce Costs 20% to 50%.” Stack is the creator of Injury Management Results (IMR) software and founder of Amaxx Workers’ Comp Training Center. WC Mastery Training teaching injury management best practices such as return to work, communication, claims best practices, medical management, and working with vendors. IMR software simplifies the implementation of these best practices for employers and ties results to a Critical Metrics Dashboard.
Contact: mstack@reduceyourworkerscomp.com.
Workers’ Comp Roundup Blog: http://blog.reduceyourworkerscomp.com/
Injury Management Results (IMR) Software: https://imrsoftware.com/
©2025 Amaxx LLC. All rights reserved under International Copyright Law.
Do not use this information without independent verification. All state laws vary. You should consult with your insurance broker, attorney, or qualified professional.
