How to Choose the Right Telephone Triage Company for Your Workforce
When an employee gets hurt or feels unwell at work, every minute counts. Supervisors may not know whether to call an ambulance, send someone to urgent care, or simply allow the worker to rest. These inconsistent responses can drive up costs, create compliance headaches and, most importantly, put employees at risk.
That’s where a telephone triage company comes in. These providers offer injury triage services staffed by licensed nurses who guide employees to the right care in real time. By delivering consistent, evidence-based assessments 24/7, a triage partner improves outcomes for employees while helping employers control costs and reduce unnecessary offsite visits.
If you’re comparing providers, here’s what you need to know to choose the right workforce triage support for your organization.
What Does a Telephone Triage Company Do?
A telephone triage company serves as the first line of response when workplace injuries or illnesses occur. Employees or supervisors call a dedicated line and connect with a licensed nurse. The nurse uses evidence-based protocols to evaluate symptoms, determine severity, and recommend the appropriate level of care.
Instead of defaulting to costly ER visits, employees are guided to the right care, by the right person, at the right time and in the right place, a principle that aligns directly with Medcor’s health navigation model.
For employers, this service provides clear benefits:
- Consistent response to incidents across all shifts and locations
- Lower costs by preventing unnecessary ER and urgent care visits
- Compliance support with OSHA recordkeeping and documentation
- Improved employee wellbeing, since care is delivered quickly and accurately
Must-Have Features in a Telephone Triage Company
Not all triage companies are the same. When evaluating providers, look for these must-have features to ensure high-quality support:
- 24/7 Availability: Incidents don’t happen on a schedule. Your triage partner should be ready at any time, including weekends and holidays.
- Evidence-Based Protocols: Consistent, medically sound protocols ensure accurate decision-making and protect both employees and employers.
- Data Integration: Look for a company that can integrate triage records into your existing claims, HR, or occupational health systems for seamless reporting.
- Scalability: Whether you have one site or hundreds, your triage partner should scale services to fit your workforce.
- Quality Assurance: Continuous monitoring and clinical oversight safeguard accuracy and reliability.
Key Questions to Ask When Comparing Triage Vendors
Choosing the right telephone triage company starts with asking the right questions. Here are a few to guide your evaluation:
- What protocols guide assessments? Are they proprietary and regularly updated?
- What are your average response times? How quickly can employees expect to speak with a nurse?
- Can your system integrate with ours? Does the provider offer EHR and claims data integration?
- What kind of reporting is available? Will you receive dashboards and analytics to track trends?
- What industries do you serve? Does the vendor have experience with workforces similar to yours?
- How do you ensure quality and compliance? What kind of training, audits, or oversight are in place?
Asking these questions helps employers see beyond price alone and evaluate whether a vendor can deliver long-term value.
Why Employers Choose Medcor
With over 40 years of experience, Medcor is a trusted leader in workforce triage support. Our telephone triage services are designed to simplify injury response while protecting employees and reducing employer costs.
Here’s what sets Medcor apart:
- Always On: Our triage service is available 24/7/365.
- Proprietary, Evidence-Based Protocols: Our protocols, refined over millions of calls, ensure employees get the right level of care.
- Integrated Data and Reporting: Employers get real-time insights and clear documentation to support OSHA compliance and vendor accountability.
- Proven ROI: By reducing unnecessary offsite visits and avoiding inflated claims, Medcor clients save significantly on workers’ compensation costs.
- Holistic Workforce Health: Injury triage is part of a larger continuum of occupational health and employer support services, creating a unified care model.
Employers who choose Medcor see fewer lost-time claims, better employee experiences and improved productivity across their worksites.
Making the Right Choice
Selecting the right telephone triage company is more than just a vendor decision, it’s a workforce safety strategy. The right partner ensures your employees receive the right care when they need it most, while giving your organization the data, compliance and cost control it needs.
Medcor’s injury triage services are designed to protect both people and business. Contact us today to learn how we can support your workforce.