By Christopher P. Scoma PT, DPT, OCS, COMT National Product Leader – Physical Medicine, One Call
Despite every safeguard, training program, and investment in prevention, workplace injuries happen. That reality isn’t a failure of effort – it’s the reason workers’ compensation exists in the first place. But what separates a system that serves everyone from one that leaves people stuck is what happens in the moments and months after the injury occurs.
When it’s working as designed, workers’ compensation is a system in which nearly every stakeholder can come out ahead: The injured worker gains access to medical care and indemnity benefits, along with a real path back to their prior level of function. The employer regains a skilled employee sooner rather than later. And the payer sees a claim move efficiently towards resolution, rather than drifting into complexity and increased costs. This isn’t a coincidence; it’s the system functioning as intended.
Clinical Experience Meets Network Strategy
After more than a decade working directly with injured workers in clinical physical therapy settings, I’ve gained firsthand experience managing cases across the full spectrum of injury severity, from common orthopedic injuries to complex trauma. From post-offer testing and job demands analysis that proactively prevent workplace injuries, to work conditioning and functional capacity evaluations, I’ve spent my career helping organizations protect their workforce and injured workers safely return to work. That experience taught me that successful outcomes depend on the quality of each step in the recovery journey. Each injury is different, but the goal is the same; to support patients as they heal and recover.
These experiences provided a valuable perspective on the challenges and opportunities involved in returning injured workers to safe, productive employment. As a clinician, I focused on improving outcomes through assessment, mobilization, and exercise prescription. Transitioning into a physical medicine-focused network leadership role has required a fundamental shift in perspective. Rather than concentrating solely on the care delivered in the clinic, I now focus on the systems that enable that care to occur which include:
- The quality of providers
- How quickly injured workers access care
- The level of clinical oversight throughout recovery
The Right Provider, Not Just Any Provider
Credentialing a provider is only the beginning. Throughout my career, I’ve seen that the providers who consistently drive the best outcomes offer more than clinical expertise alone. They communicate effectively, respond promptly, and deliver care that aligns with evidence-based practices and the specific needs of the injured worker. A high-performing network requires ongoing quality oversight and active management to confirm providers continue to meet performance standards and deliver appropriate care for an injured worker’s specific needs. Evaluating outcomes, responsiveness, communication, and adherence to evidence-based guidelines helps create a more efficient care experience and connects injured workers with the providers who are best positioned to support their recovery.
One of the lessons I’ve carried from clinical practice is that provider quality cannot be assumed. It must be continually supported and measured. Organizations that manage ancillary care effectively do so by partnering with qualified and accredited specialists, monitoring performance and maintaining a strong focus on continuous improvement. Through a high-quality provider network and ongoing quality oversight, the goal is not simply to maintain a network, but to give injured workers access to providers who can help them achieve the best possible outcomes.
Faster Access, Faster Recovery
In my clinical experience, I have seen how delays between a referral and the first appointment can slow momentum for an injured worker. Quality care matters, but when that care is not readily accessible, recovery can take longer, treatment plans can become more complicated, and overall costs can increase. Timely scheduling is not simply an operational metric; it’s a clinical one.
I have also seen that earlier access gives the injured worker a stronger start: pain and function can be assessed sooner, appropriate treatment can begin faster, and potential barriers can be identified before they compound. Studies have shown that prompt access to appropriate care can accelerate recovery, support an earlier return to work, and reduce overall claim costs. Early physical medicine intervention has been associated with better outcomes and lower costs compared to delayed treatment.1
Keeping Recovery on Track
Access and quality help move a claim in the right direction, but in my experience, recovery is rarely linear. Injured workers may make progress one week and face new barriers the next, whether related to pain, function, job demands, appointment adherence, or psychosocial factors that affect recovery. That is why coordinated care matters. Active clinical oversight helps keep recovery on track by monitoring progress against expected outcomes, identifying concerns early, and working with the care team to make timely treatment plan adjustments before minor issues escalate. To me, this is the difference between a network that simply connects people to care and one that helps manage the recovery journey.
From a clinician’s point of view, clinical oversight is valuable because it keeps the focus on whether care remains appropriate, goal-oriented, and aligned with the injured worker’s functional progress. Ongoing oversight and active case management also support effective utilization management, helping keep treatment evidence-based and clinically appropriate while promoting responsible use of healthcare resources. This level of coordination can help identify when recovery is moving off track, especially in complex claims where late, resource-intensive care can contribute to higher medical costs.3 Research studies also point to the importance of early coordination and clinical oversight in keeping recovery on track.2
The Difference is in the Design
When quality, access, and clinical oversight break down, everyone feels the impact. Recovery is delayed for the injured worker, employers wait longer for employees to return to work, and payers face higher claim costs as cases remain open longer. A network design that treats these three key aspects as inseparable, and not as individual boxes to be checked, is when the workers’ compensation process works, resulting in a win for everyone.
That is the standard the industry should strive for, not because it is aspirational, but because it is achievable. I’ve seen firsthand the difference it makes when the right systems, providers, and clinical support are in place – and when they aren’t. Workplace injuries will continue to occur, but the experience that follows is shaped by the choices we make in designing and managing care.
From my perspective, good network design is what turns care coordination into better outcomes. When the system is built to connect injured workers with the right care quickly and support them throughout recovery, the path forward becomes clearer, more efficient, and more effective for everyone involved.
About Christopher Scoma
Christopher Scoma is a board-certified Orthopedic Clinical Specialist, Orthopedic Manual Therapist, and Occupational Health Practitioner with more than 16 years of experience in outpatient rehabilitation and workers’ compensation. He has led national quality and education initiatives, developed scalable physical medicine programs, and advanced clinical best practices across large provider networks.
As One Call’s leader of Physical Medicine Strategy, Chris partners across the organization to drive innovation, enhance quality, and deliver measurable value, helping injured workers receive the right care delivered faster while supporting better outcomes for customers.
About One Call
With more than 30 years of experience, One Call is a leading ancillary care coordination platform in the workers’ compensation industry. We unify every aspect of care as one trusted, technology-enabled partner. Our connected platform leverages data, analytics and automation, simplifying care and amplifying outcomes for injured workers, payers and employers. For more information and the latest news, visit onecallcm.com.
Disclosure:
One Call has advertised with WorkCompWire.
This is NOT a paid placement.
3Patterns and Trends of High-Cost Claims involving back and shoulder injuries, WCRI August 2025