In Maryland, a "nurse case manager" is a nurse who is certified by the State Board of Nursing to provide case management services, including but not limited to interviewing the worker for the purpose of implementing and coordinating services with health care providers and with the worker and the worker's family. Medical case management is the planning and coordination of health services that lead to medical rehabilitation, whether contact with the employee is face-to-face, electronic, or written. Telephonic case managers have the same responsibilities to follow the rules as case managers working in the field. Telephonic case managers and field case managers have the same rights and responsibilities to communicate with doctors and do not function as gatherers of information or investigators. The Maryland Board of Nursing outlines the role of telephonic case managers with the expectation that they will provide medical case management in the form of an initial interview and developing and coordinating a plan of care. They are to share their notes instantaneously with parties as cases progress and ensure contact with the plaintiff's attorneys to keep them abreast of any concerns with the coordination of care.
In summary, nurse case managers are not to function as gatherers of information or investigators and are to provide advocacy and support at all times to the injured worker, and they do not provide legal direction to the claims adjuster. Nurse case managers should not be involved with arranging independent medical evaluations to address medicolegal issues such as maximum medical improvement and permanent partial disability. Often, the evaluator is not asked all the relevant questions, resulting in additional costs for a supplemental report.