Medcor Keeps Its Nurses at the Center of a New Approach to Triage Quality

Every injury triage call is now reviewed against Medcor's AFKAM® QAi and what it finds becomes coaching for the nurse who took the call

MCHENRY, Ill.--(BUSINESS WIRE)--Medcor, a national leader in occupational health and workplace injury triage, today announced it has implemented an AI-assisted triage quality review across its injury triage services. This capability reviews all injury triage calls against Medcor’s proprietary clinical algorithm and turns what it finds into targeted coaching for the nurses who take the calls.

The scale is significant. In 2025, Medcor triage nurses handled more than 417,000 calls for more than 500,000 client locations across North America. Reviewing a sample of that volume caught a lot. Now every call is reviewed.

Most conversations about artificial intelligence in healthcare focus on the technology. At Medcor, people remain central, providing the reassuring voice, human touch and clinical judgment critical to injury triage. This capability helps Medcor’s clinical quality team triage the triage: surfacing the calls that warrant the closest look first, out of every single call rather than a sample. Coaching Medcor’s advocates improves the caller’s experience while keeping the human at the center of the conversation.

"We entered this with confidence in the quality of care we already deliver," said Lori Dehart, Director, Clinical Affairs, Telehealth, Medcor. "Our outcomes are built on evidence-based protocols and a culture that puts patient safety first. What this adds is the ability to validate quality at a scale we couldn't reach before. It enhances, not replaces, the human element of care. Recommendations stay grounded in evidence and each patient's needs, and this technology helps us elevate quality and strengthen the patient experience."

Before this rollout, Medcor's clinical quality process relied entirely on human review. AFKAM® QAi review changes that, and it gives reviewers a way to work through the highest concern calls first instead of at random, with every flag confirmed by a human reviewer before it becomes coaching.

The approach is also sharpening the underlying clinical questions themselves. Medcor is using the review process to refine triage language, so it holds up to consistent, literal interpretation rather than individual judgment call by call. A question like, “what qualifies as a crush injury,” for example, either gets clarified in the question itself or gets clarified for the nurse asking it, so two nurses arrive at the same answer for the same symptoms.

"Consistency is the whole game in triage," said Jordan Harding, Director of Call Center Operations, Medcor. "A caller in Ohio and a caller in Texas need to get the same quality of guidance, no matter which of our nurses pick up. This gives us a way to see that consistency across our entire call volume and coach toward it, in a way a manual process never could."

The structure also gives Medcor's clinical team room to move faster when something new emerges. Updating triage guidance for a fast-moving illness or health risk has traditionally meant manual updates across the board. Built on the same clinical protocols, the new review process is designed to let Medcor update guidance quickly and consistently across every nurse, every time, as new health risks arise.

About Medcor

Medcor is a national leader in occupational health, workplace injury triage and construction health and safety services. Since 1984, Medcor has helped employers navigate a complex healthcare system through onsite clinics, 24/7 telehealth triage and evidence-based clinical protocols, with no conflicts of interest.

Medcor serves clients across North America, including 14 of the 100 largest U.S. public companies. In September 2026, Medcor announced an agreement to join the APM Group, an international health and human services organization operating in 11 countries, to expand access to independent, advocacy-based occupational health care across North America. For more information, visit medcor.com.