Quality & Customer Service

Met Needs

96% of customers find Case Manager’s interventions meet their needs

Benefited the Claim

96% of customers report case management benefited the claim

Would Recommend

98% of customers would recommend or use ISYS® again for their future case management needs


97% of injured workers say their Case Manager was knowledgeable and provided appropriate answers to questions

Helpful Services

94% of injured workers say case management was helpful in dealing with their medical situation

Met Needs

97% of injured workers find communications and interventions meet their needs


98.8% of customers report being contacted within 24 hours of referral

90%  of ISYS® customers say the frequency and method of contact with the Case Manager is “Just Right”

91% of injured workers rated the frequency of contact with their case manager as “Just Right”

Source: ISYS® Survey Data, last 12 months, as of 1/1/20


From: Injured workers:

“My case manager was always attentive and knowledgeable. He helped me to ask the right questions to know I was heading down the right path to recovery.”

“My case manager was one of the kindest most patient people I have ever met… She explained everything wonderfully.”

“My ISYS® case manager explained all about the case management services right from the start”

“From the greeting to the explanation of her role, my case manager was very friendly and professional. I felt very well cared for and she made my experience easier to go through.”

“I was informed that my case manager would be at my doctor’s appointments and send reports to the adjuster. This made it easier for me to acquire meds and treatment faster.”

“My case manager was the best! I can’t say how much I appreciated her help and expertise!”

From: Employers / TPAs / Insurers

“ISYS® is my first choice when it pertains to case management needs. Prompt, efficient, caring and helpful-the qualities I appreciate. ”

“Every experience I have had working with ISYS® has been pleasant with outstanding results. The Case Manager is always two steps ahead, which makes my job easier!”

“We needed direction from the medical provider and having the Nurse Case Manager present at the appointment gave us a lot of insight into the injury and treatment.”

“Our Employee was missing appointments or did not understand some of the doctor’s requests, so it was great to have a middle person helping him and us out.”

“I’ve always used ISYS®. You have excellent nurses and I love that they email me after every examination. It helps me and the employer.”

“The case manager was able to obtain medical notes and returned to work notes timely and had summary of what went on at every visit so I always had a current status of the claim. The nurse case manager made sure the claimant was on track with all of his appointments and made the processes easy to manage the claim from my side of things.”

“ISYS® case managers are easy to work with and always communicate well”

“Our ISYS® case managers thought outside of the box and went above and beyond to assist with getting the claimant what he needs that is WC related.”

“The claim involved a burn injury; lots of moving parts to coordinate. Having the case manager available so quickly after the injury helped a great deal, not only with medical updates, but as a contact person for the injured worker and his family.”

“I cannot say enough about this case manager…she is amazing, she is professional, caring, knowledgeable, and helpful. She is a true asset to ISYS®. I have only the highest regards for your team of professionals, everyone has been wonderful to work with.”

“Our ISYS® FCM obtained and maintained contact with a difficult hospital case manager. The necessary chart notes and state of condition was obtained daily assisting the claims team with claim reserves, communication with client /Municipal Department. Focused on communication through discharge. ”

“I do not usually complete these surveys but did want to complete this one. Your nurse case manager was by far the best field nurse case manager I have had on my cases. She was proactive and on top of the medical providers getting all the necessary information/reports needed and get the best treatment for the claimant’s. She was knowledgeable and professional. I wish I could have her on all my cases.”

“The employee was appreciative of the care. I very much appreciated the extra efforts our ISYS® case manager made on her behalf.”

“Our ISYS® Case Manager advocated for the Injured Worker along with partnering as a vital Return to Work team member…”

“I met with 3 ISYS® field case managers before placing assignments. All were highly effective and communicated promptly the needs of Injured Worker to me. Strong knowledge of work comp. Trusted members of the team. No negative impacts to the Injured Worker nor issues with complaints from employees. (excellent team of nurses)”

“The ISYS® case manager wrote great detailed update reports and was a huge help to us!”

“ISYS® was able to attain MMI status when the prior nurse case manager could not”

“Your case manager was able to secure VA records very quickly which showed pre-existing conditions that helped the resolution of this claim.”

“ISYS® Facilitated timely treatment and ultimately release from care.”

“ISYS® was timely, informative & thorough”

“The IW was malingering and the case manager was able to get her back on track and discharged from care.”

“I always use ISYS® when possible and allowed by clients. I have always received great service from your company.”

“I would recommend ISYS® because the Nurse Case Managers are very professional and pleasant to work with. They get the work done that is needed to manage a claim successfully.”

“ISYS®’ Service is best over other NCM companies.”

“I have several cases with ISYS® and everyone has always been very professional and helpful.”

“Love the ISYS® NCM’s I work with”


“Excellent Service”

“The case manager did an excellent job from the time the claim was referred and assigned to her. She was quick to respond, provide status updates and coordinate all treatment needs for the IW. It was reassuring knowing that even if I was not quick to reply back to her questions, she had the insight and initiative to proceed with the next indicated step-what a help that is. I appreciate all she did for the injured worker, for the employer…”

“The service provided was excellent! We had a transition of nurses that went seamlessly! Thank you for the awesome service!”

“Thank you for your assistance in achieving an excellent outcome on such a complex and challenging claim!”

“I have continued to receive excellent service from ISYS® and will continue to recommend to others”

“You have excellent nurses!”

“Pre-and-post-op went smoothly for this claimant because of the NCM assistance”

“Not only did the ISYS® case manager attend appointments and provide updates to me, she was instrumental in making sure procedures were authorized and made sure we kept moving forward. I also have to say that in a time of need for our injured worker, your case manager was always there…. and I think this was essential for the injured workers’ progress.”