The Kentucky Association of Counties (KACo) Workers’ Compensation Fund sought to improve how workplace injuries are reported and managed across its member organizations. Delays in reporting, nonresponsive injured workers, and rising medical costs made it difficult to maintain timely and effective injury response. By partnering with Charles Taylor to implement a 24/7 Nurse Triage program, KACo introduced a faster, more supportive, and more consistent approach to injury management.
Challenges
Prior to the launch of the Nurse Triage program, KACo faced significant delays during the earliest stages of the claims process. Reporting lag frequently slowed down the initiation of new claims. Injured workers often waited too long for the first point of contact, resulting in delays in medical care, slower recovery, and higher medical costs. These delays also extended the amount of time claims remained open, affecting both the recovery timeline and claim closure. It became clear that KACo needed a more immediate and dependable system that supported workers the moment an injury occurred while establishing consistent early direction for medical care.
Solution
After partnering with Charles Taylor, KACo introduced a 24/7 Nurse Triage program that provided injured workers with real-time access to licensed nurses trained to evaluate injuries, guide care decisions, and begin the reporting process without delay. The program ensured that workers received immediate support and clear next steps, which improved their experience and reduced unnecessary escalation of care. Nurses also conduct follow-up calls within 24 hours, offering reassurance and reinforcing treatment guidance. By incorporating the Nurse Triage program, KACo strengthened the consistency of early care decisions and created a streamlined process that improved both clinical and administrative outcomes.
KACo achieved a 72% reduction in medical bill review costs within the first year of the Nurse Triage program.
Summary
The introduction of 24/7 Nurse Triage delivered measurable improvements across KACo’s workers’ compensation program. Reporting lag was reduced by 50%, and injured workers’ first contact time was 42% faster, which improved early care coordination and strengthened the overall experience for claimants. Medical bill review costs decreased by 72% as injuries were routed to the appropriate level of care from the start. Claims remained open 30% fewer days, and fewer injuries required hospital or ER treatment due to more accurate early guidance and follow-up. Through this collaboration, Charles Taylor helped KACo build a more streamlined and consistent process that improved both clinical and administrative outcomes and created a more efficient, cost-effective, and supportive injury management framework for counties across Kentucky.
