It is officially the season of giving thanks, and here at OmniSure, we are incredibly thankful for our dedicated team of experts. This month, we’re spotlighting our Executive Vice President, Laura Luck Martinez, BSN, RN, MS, ARM, CPHRM, FASHRM. We sat down for an interview and learned more about Martinez’s duties and what makes her work ethic an integral part of OmniSure’s success.
Please let us know how many years you have been with OmniSure.
My 4-year anniversary with OmniSure will be January 1, 2022.
How did you start your career in the insurance industry?
I was a Director of Nurses at a Physical Rehabilitation Hospital and collaborated with insurance Case Managers for discharge planning. One of those insurance companies recruited me, and so began my introduction to the field of worker’s compensation case management and insurance. I held progressive leadership roles as a case manager for fifteen years before transitioning to professional liability/medical malpractice as a healthcare risk consultant.
What does your job entail?
I am accountable for all of the risk and client services OmniSure provides, which includes:
- Recruiting and maintaining a robust panel of expert risk consultants
- Ensuring quality and delivery of all risk consulting services and resources
- Serving as the designated risk consultant or liaison for assigned insurance partners
- Managing and servicing the Helpline
- Supporting our sales and marketing efforts
What inspires you the most about your work?
The opportunity to impact patient safety one professional, one facility or one department at a time.
What is your favorite part about working at OmniSure?
The people, beginning with the OmniSure team, our consultants, insurance partners, brokers, agents and policyholders. Each interaction is the opportunity to be of service and support and to make a difference in the success of their day.
What’s the most unique part about working at OmniSure?
The broad scope of the medical professionals and medical settings we support on a daily basis.
What is a fun or interesting fact about yourself that you wish people knew?
Most commonly, people know me to joke about my Texas big hair and wear black suits. They might be surprised to learn I have participated in mud runs.
Please share with us your biggest accomplishments at OmniSure.
First, maintaining and growing OmniSure’s reputation for exceptional consultants, customized services, and customer service. Second, supporting and encouraging our team’s commitment to continual improvement and developing innovative resources and services to meet the ever-changing healthcare environment and our insurance partner’s needs.
Please share more about OmniSure’s unique Helpline feature for those who do not know what it entails.
The OmniSure Helpline is unique in that we interact with such a broad range of healthcare providers, clinical settings, and healthcare organizations. Individual practitioners and their support staff in multiple settings such as ambulatory care, pharmacies, dental practices, and more call us to proactively manage high-risk situations. We research new risk exposures, address policy support, incident management, and patient safety strategies.
Some complex interactions are the calls from clinicians initiating a new service or business model or dealing with a unique situation and are unsure about the potential risk exposures and don’t know whom to talk to to get answers or resources to get the answers they are seeking.
Generally, the most complex type of consultation is when the clinician is dealing with an unanticipated outcome, a near miss, a dissatisfied patient or family, or the need to dismiss a patient from their practice. The complex interactions require taking time to listen to the whole story, considering the risk ramifications, and then discussing the risks and options for managing those. However, it does not end there; coaching the caller to a comfort level that allows them to move forward with confidence and understanding the risk strategies are key to managing the situation. People have often heard me say I use my Master’s Degree in Counseling more than my risk management and nursing skills for many interactions. Helping the policyholders process their concerns and feelings makes a huge difference in their success.