By Laura B. Gardner, Vice President, Products, CLARA analytics
Workers’ compensation is essentially a collection of interrelated actions
taken by the employer, payer, provider and injured worker in the service of
the injured worker’s recovery and return to work. Putting the injured
worker at the center of this activity is critical and discussed in the
previous article in this series, Five Best Practices to Ensure the Injured
Worker Comes First. But what is the best way to achieve our objective of
getting injured workers rapidly back on track? What processes, tools and
systems do we put in place? What problems should we focus on?
Critical to answering these questions is a framework that is based on years
of handling service operations across a range of industries (airlines, retail
banking, healthcare, etc.).
Any service process can be measured based on its performance... (more)
By Dr. Laura B. Gardner, Vice President, Products, CLARA analytics
Putting the injured worker first is key to the “advocacy-based claims
model,” which puts the worker at the center of all activity. “It focuses
on improving the injured worker’s experience. Until now, most employers
have focused on corporate outcomes. Goals such as cutting costs and reducing
days lost. But experts now say focusing on the worker can improve all
The stories of three injured workers provide an opportunity to see the
importance of focusing on the injured worker.
Take Melanie. Melanie was wo... (more)
By Jayant Lakshmikanthan, president, CLARA analytics
Occupational injuries cost the U.S. more than $250 billion annually. That is
nearly three times the financial impact of cancer. Yet to date, the
technology and analytics community has largely underserved the challenges of
effectively helping injured workers get back to being productive rapidly.
Injured workers are being pulled into complex processes unnecessarily. Claims
adjusters juggle many balls and are not able to focus their time on what they
do best: being a trusted adviser to the injured worker.
The technology and analyt... (more)