2009
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Building a Better Mousetrap: Advanced Strategies for Managing Intermittent FMLA
In 2007, Costco Wholesale began migrating from an absence tracking approach to an absence management model, by aligning our resources to provide case management, escalated case handling and clinical review targeted on those leaves where we can have the greatest impact and achieve positive outcomes. In the first phase we introduce a partnered clinical review program, working in concert with our internal leave administration process. By the end of 2008, this program will cover over 100,000 employees nationwide, and we will have addressed over 1,000 clinical review referrals.
In this panel discussion, we'll share why we picked this approach, the 'nuts & bolts' of our process, as well as the successes and challenges we've encountered. Initial results include feedback from our warehourses that leaves are being administered in a more compliant and consistent fashion, while ensuring that leaves are appropriately supported. Clinical review activities have resulted in improved outcomes, including clarification of intermittent absence patterns and expectations, identification of the need for accommodations, and better parity between the need for leave and the time off taken.
This session will appeal to employers with either internally- or externally-administered FMLA and leave programs, looking to go beyond just 'tracking' leave to achieve improved outcomes (reduced lost time, improved consistency and compliance). We'll share the criteria that Costco uses to identify leaves for review (and how this has changed over time), how the referrals and reviews are conducted and how outcomes are tracked. We'll explore at least three typical case narratives to illustrate the nature of the clinical review, the dialogue with the provider, and the outcomes achieved. We'll share data characterizing the clinical referrals handled in 2008 (number, nature and outcomes of reviews). We'll also share our plans for continuing to move toward leave management, which will include the enterprise-wide use of decision-support software. We will discuss how this program is part of Costco's overall strategy to improve both the health and the productivity of its workforce.
Peter P. Greaney, M.D., WorkCare, Inc.
Cindy Schmertzler, Costco Wholesale
Jennifer Stoner, Costco Wholesale
Ophelia Galindo, Buck Consultants
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