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The world of workers’ compensation case management has not changed in design in more than a decade. Just as people become accustomed to a pair of old, comfortable shoes, many users and providers of case-management services are unwilling to part with familiar methods that, while comfortable, are undeniably worn and outdated.

Purchasers of these services have chosen from two basic delivery models: task-based, in which there is a flat fee for services, and full case management, which consists predominantly of an hourly fee for services. Case managers who serve as the clinical purveyors of these services traditionally have been rewarded through ongoing case activity. The quality of these services and the actual return-to-work outcomes have not been the primary benchmarks of success.

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