In workers’ compensation, time doesn’t just matter—it defines everything.

Behind every case labeled “Rush” is a person whose life has been upended. An injury that happened suddenly. A worker caught in limbo. A family waiting for answers. The urgency isn’t just about claim handling. It’s about protecting what happens next in someone’s recovery, livelihood, and well-being, as well as in the potential outcome of the claim itself.

That’s why response time isn’t administrative, it’s clinical. And it’s why managing a case quickly in rush situations can mean the difference between escalation and resolution.

A Real Example: The First 48 Hours

Consider this common scenario:

A utility worker in his mid-50s suffers a back injury while restoring power after a storm. The injury appears minor, but he’s in pain. He’s uncertain what’s next. His employer files a claim and requests a case manager to be assigned immediately.

In one version of this story, the referral sits for 48 to 72 hours…or longer. A case manager eventually contacts the injured worker, now anxious and self-navigating treatment. The delay leads to a missed referral window. Pain becomes harder to manage. A simple case begins to spiral: specialist delays, miscommunication, possible attorney involvement, and a longer path back to work.

In another version, the case manager is activated in real time. They connect with the injured worker in person or by phone that evening, confirm treatment authorization, and schedule the necessary follow-up the next day. They speak directly with the treating physician and hospital case manager, and coordinate near-term follow-on treatment. The case manager’s proactive engagement shows the injured worker that someone cares about their well-being.

Same injury. Same referral. Radically different potential outcomes.

And now we know the cost of those outcomes isn’t just personal; it’s financial. According to the Workers Compensation Research Institute (WCRI), delays of even one month before the first medical service for soft tissue injuries result in significantly higher medical and indemnity costs. These costs don’t just spike in the short term; they persist for years after the injury.

What a Fast Response Signals

Quick intervention isn’t just about logistics. It communicates:

• Stability to the injured worker, easing emotional stress
• Accountability to the employer, reinforcing a culture of care
• Coordination to the medical provider, setting expectations early
• Clarity to claims professionals, preventing costly surprises

When these signals happen fast, they anchor the entire process. Delays, by contrast, introduce friction, creating doubt, disconnection, frustration, and missed opportunities for medical and financial efficiency.

WCRI findings echo this reality: delays in starting physical therapy beyond 30 days not only increase suffering, but also drive greater usage of MRIs, opioids, surgeries, and more costly interventions.

When Lives Are Disrupted, Case Managers Bring Direction

Case managers are often the first—and sometimes only—person to bring calm to a chaotic situation. In managing rush cases, their role goes far beyond making calls. They are:

• Translators of complex medical plans
• Advocates for timely, appropriate treatment
• Connectors between all stakeholders
• Guards against fragmentation and costly detours

Their early presence helps prevent delays in diagnosis, disjointed care, or loss of trust—factors that increase the likelihood of litigation, prolonged disability, and ballooning claim costs.

WCRI research shows that claims delayed beyond two weeks are significantly less likely to close within 18 months, increasing both human and system burdens.

Rush Cases Are People, Not Paperwork

It’s easy in workers’ comp to get buried in forms, timelines, and benchmarks. But behind every rush case are stories of pain, fear, and hope. They don’t know the terminology, but they know when someone shows up and helps.

Response time isn’t a metric. It’s a message. A fast response says: “You matter. We’ve got you. Let’s move forward.”

At ISYS, no matter what time of the day the referral comes in, we treat rush case management as defining moments, because that’s exactly what they are, for the people behind them, and for the outcomes we can influence.