Utilizing Technology to Build Relationships with Injured Workers

Tammy Bradly
Vice President of Clinical Product Development, Coventry
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As the telemedicine industry continues to boom, we’re seeing more and more new forms of telehealth emerge in the marketplace. Telehealth variations include tele-rehab, remote patient monitoring and even utilization of “avatar-like” nurses by hospital systems and providers. In this new world of telehealth, we need to continually be looking for innovative modes by which triage and telephonic case managers can connect with the individuals they serve and engage them on their road to recovery. There are two new types of Virtual Connections designed to support clinical staff in the establishment of trust and engagement with injured workers – Virtual Triage and Video-Telephonic Case Management.

Virtual Triage allows triage nurses to connect via secure video to enhance their ability to assess the extent of the injury accurately. Virtual Triage also provides the most appropriate recommendation for the level of care needed. This technology allows nurses to target:

  • Burns
  • Lacerations
  • Scrapes/scratches
  • Bruising
  • Rashes
  • Insect bites

Video-Telephonic Case Management allows the telephonic case manager and individual to connect via video conference. This method enables the nurse to more closely mirror a face-to-face visit and quickly establish an element of trust and rapport with the injured or ill person. Utilizing the video connection allows the telephonic nurse to:

  • Pick up on non-verbal cues such as body language, which is essential in engaging with patients
  • Appeal to a younger generation or anyone comfortable using video technology to communicate
  • View the injured body part and the healing process

As with all new technology, some people will be hesitant to take part, so participation in these programs is entirely voluntary. It is also not expected for adoption to occur overnight. Like telemedicine, it takes time for people to get accustomed to a new idea and embrace it. The usability and likability of this communication solution is of the utmost importance.

*The views and opinions expressed in the Public Risk Management Association (PRIMA) blogs are those of each respective author. The views and opinions do not necessarily reflect the official policy or position of PRIMA.*

By: Tammy Bradly
Vice President of Clinical Product Development, Coventry

Summary of Qualifications

Tammy Bradly is vice president of clinical product development for Coventry Workers’ Comp Services, where she is responsible for the company’s clinical product strategy. Tammy is a certified case manager with more than 25 years of comprehensive industry experience through service delivery, operations management and product development. She holds several national certifications, including certified case manager (CCM), certified rehabilitation counselor (CRC) and certified program disability manager (CPDM). Tammy has authored numerous industry articles/whitepapers and spoken at both regional and national conferences on topics such as the aging workforce, pain management, return-to-work, case management, telemedicine and crisis intervention.


Tammy is responsible for strategic planning and product development for all of Coventry's clinical products, including the 24-7 nurse line, care management, return-to-work, IME and utilization review and physician advisor services.

Business Experience

Prior to joining Coventry, Tammy was the director of case management product development for Intracorp. In this role, she was responsible for strategic planning and product development for all clinical products including; care management, return to work, IME, utilization review and physician advisor products. She also acted as a business partner, supporting operations to facilitate better case, program and financial outcomes for disability management products and services.

Personal Affiliations

Certified Case Manager (CCM), Certified Rehabilitation Counselor (CRC) and Certified Program Disability Manager (CPDM)


MS – Rehabilitation Counseling, University of South Alabama

BS - Social Work, Troy University

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