Our guiding business principle is the reduction of our client's cost of risk. We act as an employer/insurer advocate protecting the assets of our clients while assisting truly injured employees in securing the best of medical care and occupational therapy. At the core of our success is the maintenance of the balance between these sometimes described opposing forces and the belief that employee, employer and insurer benefit most from speedy recovery and early return to work.

Work-related injuries and often the recovery from them are, by nature, stressful events. Managing the myriad circumstances associated with a normal claim calls for special people. Technical excellence, responsiveness and sensitivity to the expectations and needs of all parties require both an effective operational structure and hands-on management. We achieve our goals of customer value and cost effectiveness four ways. First, we maintain a single location in Lake Oswego to assure consistency in the service delivery process. Second, we attract, develop and retain only the very best of Oregon's workers' compensation claims professionals. Third, we establish high standards for their work product and then regularly measure the adherence to those standards. Lastly, we regularly monitor our workflows and customer interface to maintain the highest level of efficiency possible.

We believe there is a direct relationship between the skills of the claims professional and their responsibilities, e.g., the closer the match, the higher the quality. It can also be said that quality diminishes in direct proportion to the increase in claim loads. Results of our internal reviews and feedback from our clients enables Empire Pacific to maintain expert delivery throughout the claims process while keeping desk loads at optimal levels. This combination has enabled us to gain and maintain a reputation for excellence and efficiency.
Claims management services available include:

• Initial three-point contact
  
• Claims file setup
  
• Compensability review
  
• Investigation and surveillance services
  
• Propriety of care review
  
• Case reserving
  
• Provider payments
  
• Preferred provider network
  
• Rehabilitation management
  
• Independent medical exam scheduling
  
• Hearing board appearances
  
• Utilization and bill review
  
• Early return-to-work program
  
• Short-cycle file reviews
  
• Litigation management where unavoidable