Written by Bloom Magazine
Meet Susan F. Nelson, DO, Medical Director at Physicians Health Center (PHC). PHC has received recognition as one of the "Best Doctors in Workers' Compensation" by OM for 2022. PHC is a leading provider of Occupational Medicine throughout South Florida, specializing in evaluating and treating work-related injuries and illnesses. With five conveniently located medical clinics serving all of Miami-Dade, South Broward, and Monroe County, PHC is a convenient choice for employers and employees alike. The doctors at PHC have extensive experience in Occupational Medicine and are dedicated to helping injured workers safely return to work and reach maximum medical improvement (MMI). In addition to providing top-quality medical care, PHC also focuses on injury prevention and early intervention, working with employers to implement strategies to prevent workplace injuries and illnesses. To learn more about Dr. Nelson and the services offered at PHC, visit their website.
What would you say is the most unique part of your specialty?
I love my job and getting the chance to heal employees so they can again be
productive on the job and in their personal lives. If they have been injured at work, it’s
important that I understand the mechanism of injury and how it occurred on the job.
Communication is a big part of my role – how did it happen and how do we prevent it
from happening again? Timely communication with the HR representative, the Safety
Manager and, of course, the adjustors and case managers is essential. All the
stakeholders must be on the same page. I even like to see a job description so when
I return that employee to work, I know what his or her tasks will be.
How many years have you been practicing?
I have been in the workers’ compensation field for over 25 years, and with Physicians
Health Center for 18 years. In March of 2020, I was promoted to Medical Director of
PHC. Our company founder, Dr. Richard L. Dolsey, was a pioneer in Occupational
Medicine, and I am proud to say that I trained under him.
Tell us something interesting about yourself most people don’t know.” Let our readers get to know you on a personal level.
I am married to a professional wrestler and my daughter is one as well. My son is a
musician. I am a runner and am currently training for a fitness competition. I am on the
board of Epilepsy Alliance Florida to support a cause that is close to my heart. I am a
super fan of the New York Yankees. I am a Vegan and I come from Long Island, New
York.
What is your “why?” What inspires you every day to do more/better?
My family! I want them to be proud of me. I want to be a good role model for my
daughter. I am dedicated to healing, and I get great pleasure being able to help my
patients and employers.
Take us back to when you first began in medicine what was it like for you?
It was the fulfillment of a dream from when I was 8 years old. I lost my mom at that time
and decided my quest was to go into medicine. When I started medical school, it was
overwhelming at first, but I soon discovered that I was right where I needed to be! My
medical career started in family medicine, but I soon moved over to Occ-Med and it has
been a great fit for me.
What is your favorite thing to do when you are not working?
“Anna and mommy” time with my daughter. Spending time on Hollywood Beach with my
family. Working out, running, swimming, cycling.
What is the most challenging part about your job?
Helping the patients navigate the workers’ comp system. Getting patients back to work
quickly and safely. Making sure all of the “I”s are dotted and the “t”s are crossed in our
notes and DWC-25s, so everyone has accurate information and can be proactive with
the case.
What does an average day look like for you?
Wake up at 5am. Walk my dog, Tina. Work out for about an hour, then get ready to
work! Get into office and start seeing patients and performing my administrative duties.
Go home and be “mom”. I have a very strong team at my office and consider them my
extended family. It makes my days easier for sure!
What is your philosophy when treating injured workers?
First and foremost: Listen to the patient. Understand their job and the mechanism of
injury. Communicate with their employer, to make sure we are all on the same
page. Order appropriate studies and treatment. Get them back to their job position as
quickly and as safely as possible!
If you could change one thing about Workers' Comp industry, what would it be?
I would make it easier for the patients to understand the process. We want to move the
case along faster, so that the patient can see positive results sooner. If it means getting
Physical Therapy or an MRI, then let’s start it sooner to give the patient a head start.
What’s your biggest professional accomplishment to date?
My biggest Professional accomplishment was being named “Medical Director” of
Physicians Health Center. I have a fabulous team of physicians, nurse practitioners and
physician assistants and I’m confident that all of them give excellent care and
understand the importance of communication and caring for our patients. I appreciate
that I can make decisions and not be part of a huge company with multiple layers to go
through.
What final thoughts would you share with those in workers’ compensation?
Treat your patients the way you would want your own family to be treated. Be sure you
are fair with the injured worker and their employer. Employers shouldn’t be expected to
cover injuries which were not theirs – but if the injury happened at work, they should
provide the necessary care. Employers should also show care and concern for
employees who are hurt – that level of empathy goes a long way.
What Makes Your Practice Unique?
We ONLY do workers compensation. Most, if not all, of the Urgent Care medical
practices treat private patients, as well as workers compensation injuries. We strictly
treat workplace injuries and illness. This gives us the opportunity to be specialists and
do what we do well, and not try to do everything. We focus on strong communication
with the patients, as well as the employers, adjustors, case managers and therapists.
We believe in continuity of care – trying to keep the employees with the same doctor
and not be that “doc in the box” practice. Medical care is often so impersonal today that
our patients love seeing the same faces year after year when they arrive at our front
desk.
Following good claim handling best practices includes establishing effective
communication with both the injured worker, the employer, and other parties that may become involved for the duration of a workers’ compensation claim. What strategies do you use to make sure you clearly communicate your message to everyone involved?
Open lines of communication! I am always available to get on the phone with all parties
involved! Our carrier partners and employers also love our PHC Case Management
Portal. This allows them the chance to read as much or as little as they want on each
patient encounter. It’s all in the Portal.
What is the best way to reach you and your staff?
I’m still old school and like speaking on the phone. We have a great client service team
under the direction of Zach Rosenthal (786-218-8253) and Max Topper (305-439-
4165). They are always able to be a first point of contact when clients need to speak
with a doctor or office manager. The managers of our five medical centers are also easy
to reach and available. There shouldn’t be difficulty getting to a staff member.
