5 Ways Front Line Claims Staff Can Take an Advocacy-Based Approach to Claims Handling
White Paper Summary
The health care industry invests significant resources to create positive experiences. It is well established that patient experience drives engagement, which impacts outcomes. In recent years, the industry has shifted to providing a more holistic approach to health and wellness, with a renewed focus on mental health.
For the workers’ compensation industry, however, there has been a historical challenge in driving this shift. The statutory nature of the workers’ compensation system includes processes that can be overwhelming, outdated and confusing to injured workers. Administrative burdens present barriers to providing ongoing quality care. This results in what can often be an adversarial relationship, fostering a climate of suspicion and cynicism rather than trust and compassion.
Incorporating transparency and a patient-centered approach helps to lessen uncertainties, anxieties and fears while building trust, which leads to improved outcomes. There is a paradigm shift currently underway for worker’s compensation, leaning towards a more value-based system versus a solely cost-based approach.
Employers have begun to implement collaborative, advocacy-based models ensuring their employees injured on the job are treated with compassion and respect. Claims leaders are likewise seeing the value behind an advocacy-based approach.
Many frontline staff, however, are not yet armed with the tools to implement this approach in their day-to-day.
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