“Hello and how may I help you?”  We have all heard those words. To a customer service representative they encourage the beginning of a great conversation and to help the caller know we care.

Customer service is an integral part of the job we do and our clients are our most vital assets. Without them we would not and could not exist.  By listening, anticipating, understanding and appreciating callers’ needs, we strive to reach that high mark of satisfaction – at IMO, this is a priority. 

Our company mission is centered around serving others and it is our goal to answer your questions quickly, correctly and with a smile you cannot see but know is there.

Injury Management Organization, Inc. (IMO) is a Health Care Cost Containment company founded in 1991, serving private and public employers, non-subscribers, insurance carriers, third party administrators and medical providers with a full suite of managed care services. To learn more about our services, please visit the “Overview & Mission” page. 

Happy Valentine’s Day to you and yours! We look forward to connecting with you soon. Share and Enjoy:

Originally from Pilot Point, TX, she served as an operating room nurse and director of surgery for 18 years. For the last two decades, she has dedicated her professional career to our industry.

Pauline received several nominations, but there was one in particular that encompassed the true spirit of her character and work ethic: 

“Pauline has been at IMO since 2007 and I am amazed by the stamina and character traits she shows. She is a fine example to everyone of loyalty, and dependability. She is very positive and takes the “bring it on” approach to work load. She is always there on time and sets a great example for other staff members. She is smiling and friendly. It is commendable that age seems to be no barrier to quality of the product she delivers. Pauline has so much history in the business and has such a story to tell in the medical field. She is definitely an asset to the organization.”

Thank you for helping us congratulate a special member of the IMO Family! 

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Pauline will receive a reserved parking spot for the month, a $100 gift card, lunch with the IMO President and / or direct supervisor, acknowledgment on our Website and Social Media Platforms, and a certificate for her desk.Share and Enjoy:

The Top 15 Questions – Guide At-A-Glance
1. How do I find a Certified Health Care Network (HCN)?
2. What is the TDI Network Report Card? How can it help me in choosing a network? 
3. Is it better to go with a network that has full State coverage, or one that is specific to my location?
4. Can provider discounts still apply in a network environment?
5. Do I have the right claims administrator to effectively manage the network claims?
6. Are there benefits for Cost Containment services such as Medical Bill Review, Pre-Authorization and Case Management to be apart of the network or should they be separate?
7.  How would I assess which network is the right fit for me?
8.  What are some differences among networks that may provide more insight?
9. What are some of the main functions of a Certified 1305 HCN?
10. How do networks bill for services?  What are the billing methodologies? 
11. What should be the primary mission and benefit of using a network?
12. What is the implementation process and how long does it take to kick off a network?
13. What is the Quality Improvement Program (QIP) in a network?
14. How does a network manage a complaint?
15. How does the network get a provider out of the network when the provider’s performance is not good? 

Download “Your Guide in Choosing a Network” today! We look forward to your feedback and questions. Share and Enjoy:

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We believe having active and innovative students involved in our mission at IMO is important. They bring new ideas, energy and commitment. They are our future leaders and investing time in their development is our priority.

To kick off this program, we invite you to meet Chelsey E. (see right), our first student intern joining the IMO Family! Chelsey is a sophomore at Texas Christian University studying Strategic Communication and General Business. From Omaha Nebraska, she is passionate about writing, event planning and philanthropy.

She is involved in the Public Relations Student Society of America, Alpha Lambda Delta Honors Society and a number of initiatives across campus. We are excited to work with Chelsey this semester and look forward to her contributions to the team.

Course credit is awarded depending on program requirements and may vary from institution to institution.  

If you are a student interested in applying for the
IMO Internship Program, please download the
information flyer for more details. We look forward
to hearing from you soon!

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The below article was reprinted [not in its entirety] with permission from the Fall 2011 issue of Litigation Management. For more information about the magazine or the Claims and Litigation Management Alliance, please visit www.theclm.org. 

Author Patricia Kagerer is a friend and colleague of IMO, a respected professional in the field of risk management, a consultant, and published writer. Read Part 1 of this blog topic here. 

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4. Hardening Insurance Market - The downturn in the economy created competition in the insurance market. Even though claims exposure is up, prices remain soft as carriers attempt to maintain market share. Typically during a soft market the insurance industry invests the premiums they collect in the stock market to improve investment return. However, the stock market is no longer a place for making up profits. Claim dollars continue to increase, premium collection continues to decline. Will the insurers have the capacity to fund the exposure to loss in the future? What does an organization do when carriers exclude more and more risk from policies?

5. Executive Management Philosophy - Greed and short-term profits got us into an economic mess. Did we learn our lesson? How are enterprise risk management systems working? Is it all just an exercise in documentation or are we really changing overall business decision making?

6. Employee Health - Obesity is a national epidemic. Workers’ Compensation claims are increasing as well as the cost of medical care. Health insurance costs are skyrocketing. For the first time in American history the younger generation has a shorter life expectancy than their parents’ generation. How can risk managers address the growing complications of taking on the risk of an unhealthy work force?

Thanks for contributing to the conversation. After reading the six topics addressed in this two part series, how can risk managers and alike professionals ensure these relevant topics in 2011 are addressed in 2012? How are Workers’ Compensation claims impacted?Share and Enjoy:

Blog post written by Lucy A., IMO’s Regional Supervisor for Medical Case Management. 

Timi R. is one of our Certified Disability Management Specialists and has worked with IMO for the past 19 years. She grew up in the southeast Houston area, attended North Texas State on a softball scholarship and received a degree in Rehabilitation.

After school, Timi worked in inpatient rehabilitation for five years as part of a interdisciplinary team serving brain injury and spinal cord injury clients as well as young stroke patients.  She brings excellent experience to the Workers’ Compensation industry.

Timi began providing Medical Case Management services in the Houston / Southeast Texas area in 1993. She is now an integral part of the IMO Houston team, after serving the Dallas / Fort Worth area the last 10 years.

“IMO provides a solid foundation but allows me to manage my assigned cases in my own style”, Timi said.  She also believes the most important thing as a Case Manager is to know how to facilitate and expedite care.

“Time is the essence for treatment and cost. I enjoy doing Case Management because every case, injury, individual, employer and medical provider is different and unique, thus creating a challenge as well as diversity”, she added.

Timi has been married for 25 years to her husband and mentor, Curtis. “He makes me a better me in every way: he listens, he encourages, he challenges, he defends, he rebukes, he serves, he protects, he is truly a Biblical husband and soul mate”, Timi said. They are blessed with two incredible children (see picture, her son Ross left and daughter Randi right).

IMO is honored to feature Timi as one of our Case Managers who are making a difference.  She is a great example of dedication, integrity and values. Anyone who knows Timi personally would say the same.Share and Enjoy:

The below article written by

Patricia is a friend and colleague of IMO, a respected professional in the field of risk management, a consultant, and published writer. We have posted three of her article’s main points in this post. The last three we will highlight will be released  on January 23, 2012.

Share your thoughts with us. How can risk managers and alike professionals ensure these relevant topics in 2011 are addressed in 2012? How are Workers’ Compensation claims impacted?

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As a risk manager I have lost plenty of sleep wondering if I covered all my bases. Over the years, just when I thought I had seen it all, a twist on risk was waiting in the wings. Some came in the form of a change of insurance coverage such as mold or exterior insulation finish systems. Some are associated with technology and innovation. Over the last few weeks I surveyed risk managers and the following is a list of the Top 10 Risks that keep Risk Manager’s up in 2011.

1. Catastrophic Risk (unprecedented weather events) - Global warming? End of the world in 2012? Science fiction? The year 2011 has turned out to be year of unprecedented tornados and floods and the earthquake in Japan. These events mount up as business, governments and countries ban together to rebuild. How is coverage changing? Are the damages really worse than ever and what does the risk manager do about it going forward?

2. Economic Global Risk - The global economic crisis over the last two years is a game changer for the structure of power in the world today. While America is showing a glimpse of hope of recovery, the reality is the world is headed in a different direction. The important questions include: Are we comfortable with where we are going? How do challenges with economic power trump military capacity? Does our global world make it a game changer for strategic risk managers?

3. Human Capital Risk – As baby boomers retire, industries are faced with a conundrum. How do we train, develop and attract the new generation of business leaders? How do we capture our leaders’ knowledge and transfer it to the next generation? Budget cuts left many industries without a training budget. The risk management community reports that for every one person entering the industry, five people are retiring. Plans to shore up the brain drain are a day late and a dollar short.

Visit us again next week for three more reasons why risk managers are up at night.

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On behalf of the entire IMO Family, we congratulate Ericka A. – our first 2012 Employee of the Month! Ericka serves as a Bill Review Team Lead and started with IMO in 2008. She has 10+ years experience as a Workers’ Compensation Bill Reviewer and is the mother of two beautiful boys Damian and Jordan.

When asked what she loves most about her job, Ericka said it was very easy for her to feel comfortable at IMO. “My co-workers are amazing” and I was very excited to be nominated, she said.

Here is what a few of her nominators had to say – Ericka, thank you for your dedication and commitment to colleagues, IMO clients and all those you serve. 

“I would like to nominate Ericka for Employee of the Month.  She is an awesome employee and person, always thinking of others ahead of herself and never forgets one of the team’s birthdays or special occasion. She is dependable beyond belief, covers anytime asked without question.  Her skills as a bill reviewer are unmatched, speed and accuracy with the knowledge she has makes her a unique employee. As a lead she is respected and well liked by the team for her knowledge and caring.  We are very lucky to have her and feel she deserves to be recognized.”

“I would like to nominate Ericka A. as IMO’s Employee of the Month. Ericka has always been helpful and answers every question I have, no matter how many I might have, and always does this with a smile on her face.”

“Ericka A. is an excellent co-worker and a pleasure to work with. She always meets her goal each day and achieves more without asking her to do so.  She is a valuable asset to the IMO team and would be proud to call her EOM!”

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Ericka will receive a reserved parking spot for the month, a $100 gift card, lunch with the IMO President and / or direct supervisor, acknowledgment on our Website and Social Media Platforms, and a certificate for her desk.Share and Enjoy:

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