Training Manual By: Valerie Villagomez

Table of Contents

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Table of Contents
Table of Contents ......................................................................................................................................... iii Introduction .................................................................................................................................................. v Chapter 1....................................................................................................................................................... 3 Casual Friday ............................................................................................................................................. 3 Chapter 2....................................................................................................................................................... 7 Chapter 3..................................................................................................................................................... 11 Chapter 4..................................................................................................................................................... 15 Chapter 5..................................................................................................................................................... 19 Chapter 6..................................................................................................................................................... 23 Closing Files ............................................................................................................................................. 23 Bad Facts Files ......................................................................................................................................... 23 Chapter 7..................................................................................................................................................... 27 To use the copier: ................................................................................................................................... 27 To Use the Scanner: ................................................................................................................................ 28 Chapter 8..................................................................................................................................................... 31 When fax machines are needed to be used: .......................................................................................... 31 Chapter 9..................................................................................................................................................... 35 Chapter 10................................................................................................................................................... 39 Sending out Medical Authorizations ....................................................................................................... 39 Mailing out Medical Authorizations........................................................................................................ 39

Introduction

Introduction
This instruction manual contains information and procedures that will serve as a reference and assist the new interns that will be working at the Office of Brian Loncar & Associates. This manual includes step by step processes for access to databases and allows for tasks to get done efficiently in a timely manner. This manual is preferably for new interns who may be coming in as high school students who have not quite had an office work experience. This manual will explain, aid and provide the new incoming file clerks with the necessary information to succeed at this job position. This manual can also be used as a reference when a file clerk may not know the next step in a procedure or how to access something.

Chapter 1: Dress Attire

Chapter 1

Chapter 1
Dress Attire
This chapter is intended to serve as a guide to appropriate attire required for all Loncar & Associates employees and file clerks during the regular business hours of 8:30am-5:30pm, Monday-Friday.

When working at this law firm or meeting with clients, employees and clerks should be dressed either business or business casual attire that conforms to the dress code set in this manual.

Casual Friday
Casual dress is acceptable on every Friday of the week and if an employee is not having any meetings with any of their clients.

Examples of Acceptable and Unacceptable Casual Dress

Item Pants

Acceptable Clean, wrinkle-free pants (khakis, jeans) Casual shirts, golf shirts, sweaters, etc. Casual dresses, skirts (below knee level)

Unacceptable Sweatpants, shorts, leggings, spandex. Tank tops, shirts with profanity or offensive slogans; halter tops Mini-skirts, spaghetti-strap dresses

Shirts

Dresses & Skirts

Footwear

Tennis shoes, boots, flats, open-toed shoes,

Flip-flops; slippers

Chapter 2: Answering and Transferring Phone Calls

Chapter 2

Chapter 2
This chapter will include the proper techniques on how to answer and transfer incoming phone calls that may come into the law firm. It is necessary for clerks to understand this database and multitask with the incoming calls that are coming in Answering Phone Calls:

Answering

Using Avaya Database Double click on the line that is blinking red.

Transferring

Using Telephone First, you will want to pick up the phone and then push the side button next to the blinking red line When transferring, you will While on the phone with the client, you want to click on the line will want to pouch the transfer button that youre on and drag it to and then dial the persons extension the right column of the number. Once the extension number is screen where all the dialed and the line is ringing, you can different names are located. then hang up. These names on the right side of the screen make it easier and faster for calls to come in and be directed where they need to go.

Chapter 3: Layout of File

Chapter 3

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Chapter 3
This chapter includes the general information on where to place certain documents, papers, checks, records etc. when filing for the different adjusters here at the law firm. As each paralegal and lawyer request their clients information be filed a certain way, this chapter will serve as a basic understanding to see where generally things go. The file folder is composed of many sections and certain documents are required to be put in certain sections.

First Section:
All of the clients contact information, such as their intake form should be placed in this section

Second Section
All correspondence shall be placed here such as letters from insurance companies, medical facilities, clients, etc.

Third Section
All of the copies of the medical records shall be placed here.

Fourth Section
All checks made out to the medical facilities for disclosed records shall be placed here. Any other checks that may appear, must also be placed here.

Fifth Section
All the medical records from different medical facilities attended by the client due to the injury, in order from oldest to newest, are placed here. Colored tabs on colored paper are used to separate the different facilities, allowing for faster access to records.

Sixth Section
All police reports and photos of the accident and or injuries will be placed in this section.

Chapter 4: Intake of New Possible Cases

Chapter 4

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Chapter 4
This chapter includes information on how to correctly intake a new case and the correct questions to ask when considering a new case.

How to determine if a person has a possible case that the law firm will take 1. 2. 3. 4. 5. What kind of accident was it? (Automobile accident, malfunction of prescribed drugs, etc.) When the accident happened? Were there any witnesses? Does the injured party have any insurance? How bad were the injuries?

When you receive a call regarding a possible new case, you must fill out a client intake form, which is shown below to the best of your ability.

Chapter 5: Working the Needles Database

Chapter 5

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Chapter 5
This chapter includes information on how to correctly look up cases using the Needles Database. The Needles Database is used frequently to access and keep up with all of the cases over the years that the firm has taken. It is used to track the different cases and in what stage they are in.

Opening of the database requires a login and password. Username: file Password: clerk There are a lot of different ways to look cases up. You can look them up by: Case number Name (last, first) Social Security Number Date of Birth Date of Injury Insurance Policy Number

Chapter 6: Bad Facts/ Termination of Files

Chapter 6

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Chapter 6
This chapter contains the procedure of closing out old case files and bad facts files. Once a case is closed, there is a certain procedure that must be followed to make sure confidentiality is intact. Once a case is no longer being handled by the paralegal or lawyer for some reason, there is also a process that must be followed to abide by the confidentiality agreement set up by the law firm.

Closing Files
When closing files, one must: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Change the class type change from CM2 to CLOSED in the Needles Database Retrieve the entire hard copy of the file Get a Dallas Closed Box (Where all closed files are placed) Remove all the papers, documents, records, checks, correspondence in the file Remove all staples, paper clips, and anything of that matter that may be connecting the documents together. Turn the copier machine on One by one, place each section of the file in the feeder tray and run copies Once a section is completely copied, place a colored paper (does not matter what color) in between the different sections to distinguish when a new section is starting. Place colored paper in between the medical facilities once you reach the medical records section to distinguish the different facilities from one another. Once all the sections are copied and divided by colored paper, you may now rubber band the entire copy of the file and place it into one of the Dallas Closed Boxes.

Bad Facts Files

When bad faxing files, one must: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Change the class type from CM2 to BAD FAX in the Needles Database Retrieve the entire hard copy of the file. Remove all the papers, documents, records, checks, correspondence in the file Remove all staples, paper clips, and anything of that matter that may be connecting the documents together. As described above, make a copy of the entire file separating the different sections and medical facilities with colored paper. Once all the sections are copied and divided by colored paper, you may now scan the file into the drive installed on the computer. Go to scanner In the computer, go to the computer tab and look for the D drive (This drive is where all documents are saved) Open the scanner software and place the entire copied file in the feeder tray. On the software, choose the option of scanning document

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Loncar & Associates Training Manual Select to file Select the correct destination where you want the scanned file to be scanned to (D drive ) Select Scan Once the file if scanned into the drive, rubber band the copy and give it back to the paralegal that the case is assigned to.

Chapter 7: Working the Copier Machine

Chapter 7

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Chapter 7
This chapter includes how to properly work the copy machine when making copies of documents and files. The copy machine is a very essential machine that file clerks need to know about throughout the entire time that you are a file clerk. This chapter will also expand on the use of the scanner on the copy machine.

To use the copier:

1. Push the power button on the machine to warm it up.

2. Place documents or papers into the feeder tray so that they can be copied. 3. If making multiple copies of a document, you will want to push the number of copies you want on the keyboard of the machine first, then push the start button.

4. Once the correct number of copies you want are selected, then you can now push the start button.

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Loncar & Associates Training Manual

5. Once finished making copies, you will want to always push the rest button.

To Use the Scanner:

1. 2. 3. 4. 5. You first must lift the scanner lid Place your document face down on the glass Make sure your document is aligned with the dimensions on the side of the glass Close the lid Press the scan button (the button encircled by the red below )

6. If wanting to make multiple copies, you must first push the number of copies that you want on the keyboard of the copier and then press scan 7. Once scanning is complete, you may now remove your document from the glass 8. Dont forget to press the reset button, especially if you made multiple copies!

Chapter 8: Working the Fax Machines

Chapter 8

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Chapter 8
This chapter includes the necessary information needed to correctly fax a document over and when the fax machine is needed to be used

When fax machines are needed to be used:

The fax machines will need to be used when a. Sending medical authorizations b. Sending documents and letters to other companies c. Sending photos of accidents

1. Make sure that the fax machine is turned on and working properly 2. If the number to where you are sending the document out to is out of area, you will want to dial a one in front of the number to begin with 3. Flip your document upside down and feed it into the machine face down

4. Enter the number to where you are sending your document to and press start/enter. 5. The line will then be dialing and your document will now be on its way to its destination

Chapter 9: Sending Out Demands

Chapter 9

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Chapter 9
This chapter will explain in detail the correct process of sending out demands to the insurance companies on behalf of the firm. This chapter will break down the different documents that do and do not need to be included in the demand packages sent out to these companies. It will elaborate details that must not be ignored when it comes to demands. What is a demand? A demand is a letter sent out to the clients insurance company demanding a certain amount of money to be guaranteed to be able to pay for their medical bills, vehicle damage, etc. This settlement offer is what settles the claim and determines if the case will go further into litigation or just settle for a certain amount of money. Sending out a Demand 1. Gather all the clients medical records 2. Make copies of those records 3. Place the original records back into their section of the file 4. Separate the different medical facilities and providers records by colored paper 5. Get a Plaintiffs A and B colored sheet to distinguish the different exhibits being sent out in the package a. Plaintiffs Exhibit A means the plain records of the client from different facilities and providers b. Plaintiffs Exhibit B means any lost wages that the client may have lost during recovery from injury 6. The demand letter will then be given to you once steps 1-4 are completed 7. Get the letter signed by the lawyer 8. Make a copy of the demand letter with the signature 9. Place the copy of the letter in the correspondence section of the file 10. Tab the copy of the letter with a label and name it demand 11. Place the original demand letter on top of the copied records 12. Make sure Exhibit A sheet is placed right behind the original demand letter with the signature 13. The copied records will follow. 14. Take out any a. Health Insurance Claim Forms, as they are not needed b. Police Reports c. Fax Confirmations d. Social Security Card Information e. Health Insurance Card Information 15. Once these documents are taken out, you can now place an Exhibits B sheet right behind the records

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Loncar & Associates Training Manual 16. A lost wages form shall be placed right behind this cover sheet 17. Gather an envelope and fill it out with the correct address as to where it is going to 18. Your demand is now ready to be sent out

Chapter 10: Sending out Medical Authorizations

Chapter 10

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Chapter 10
This chapter will explain how to send out medical authorizations to the different medical providers that the injured parties have been treated at. This chapter will go in depth of the correct formatting of the forms that need to be sent out and how to mail them as well.

Sending out Medical Authorizations

1. There are multiple pages of this authorization that need to be sent out Make sure you have the original letters and the original actual medical authorization form 2. Take the original authorization form and make however many copies there are of original letters.(The number of copies should match the number of original letters) 3. Place the original medical authorization form back into the correct section of the file 4. Match each form with each letter 5. Fill out the medical authorization forms with the correct physical address printed on each of the letters 6. The original letter and copy of the form should be put together and ready to fax 7. Make sure the addresses are matched up among the same 8. Send out the documents (Refer to to chapter 8, if you need a reference)

Mailing out Medical Authorizations

1. Grab an a. envelope b. black sharpie pen 2. Write the physical address of the medical facility of where the authorization is going to on the envelope 3. Fold the letter and the form 4. Place both sheets into the envelope 5. Seal the envelope 6. Place it in the outgoing mail bin 7. Your medical authorization is ready to be sent out

Index Index demand, 35, 36 Fax Confirmations, 35 Health Insurance Claim Forms, 35 medical authorization form, 39 Plantiffs Exhibit A, 35 Plantiffs Exhibit B, 35 Police Reports, 35

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