Customer Service

Everyone at University Hospitals CompCare has an essential responsibility for customer service, whether we are coordinating the claim-filing process, developing a treatment plan, or working with a provider to ensure prompt, accurate billing and payment.

For one group of staff members, service really is their middle name. Our customer service representatives (CSRs) are assigned to work with specific employers. As a result, every time an employer or injured worker calls University Hospitals CompCare Customer Service at 1-800-818-7273, he or she can expect to talk to the same person, who knows the company and case.

CSRs are responsible for administering the medical portion of an injured worker’s claim from beginning to end, including:

• Being the primary contact for general information
• Coordinating the claim-filing process
• Maintaining communication among the parties

One of the primary responsibilities of CSRs is the timely filing of First Reports of Injury. Employers are responsible for faxing a first report to University Hospitals CompCare (FAX 216-844-6260) or completing the form online within 24 hours of an injury. The designated CSR reviews the report, gathers additional information from medical providers, and coordinates the claim-filing process with the Ohio Bureau of Workers’ Compensation, employer and employee.