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Tag Archives: Claims Management

  1. 3 Claims Department Musts That Will Let The CEO Sleep Soundly March 23, 2015

    Posted in Best Practices, SPOT on Issues.

    There are many elements to a well run claims department. As with many areas of business it comes down to people, process and technology. Good people will drive the success of any department and working with defined efficient processes, as well as technology tools that support the organization, are basic core requirements to any well run department. Specifically what people, processes and technology make up a good claims department is a subject for another day. Regardless every claims department should be using metrics, performing audits and have a business continuity plan in place as a minimum. Take our survey too and let’s see what companies are doing on these three.

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  2. Breaking Those Competing Commitments To Change January 23, 2015

    Posted in SPOT on Ops.

    In life change happens and people adapt. In business change happens and people react. Those who are resistant to change are usually easy to spot and equally as easy to manage and therefore rarely derail a change initiative. However, it is the person that generally supports change and outwardly appears to be working for the implementation of a new initiative that can sometimes harbor a “competing commitment” that can have a more deleterious impact on the success of a new initiative.

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  3. Part 3 on Leadership: Challenges and Assistance in Leading Change March 25, 2014

    Posted in Strategic Planning.

    In Leadership: The Change Process In Claims Requires A Different Approach, I put forth the position that changing a claims organization needs a new brand of leadership skill that does not usually exist in the traditional claims organization. In Part 2 on Leadership: Developing a Strategic Transformation Team, I addressed how to break from existing management process to achieve effective strategic results. In the final installment, I discuss how challenges around leading change make it beneficial to bring in strategic support to help achieve the desired success.

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  4. Kindergarten Management: Getting Back to the Basics June 10, 2013

    Posted in Best Practices.

    Everything we know in life started back in kindergarten. Kindergarten is where we learned to socialize in groups, lived by rules, played well with others, managed time, took turns asking questions and listened to authority. Success and creativity were rewarded and failures became further learning experiences. The more I thought about this recently the more I realized that kindergarten is a perfect example of a well-functioning organization and management.

    We can lean a lot by going back to kindergarten. Bear with me take a look how this would apply in a claims department.

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  5. The 5 Core Leadership Traits Of A Well Managed Claim File October 8, 2012

    Posted in Best Practices.

    Leadership is a topic that we tend to think about as it relates to an individual leading a group. In claims we are always faced with leaders that manage us and help, hopefully, to get the best out of us. But leadership does not mean that you have to have a group of people that follow. There are 5 core traits a good leaders show. In our latest post we connect those five traits to 5 traits a good claims file, when handled well, will show.

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  6. Claims Predictive Modeling: Using The Numbers To Improve Operations And A Change Worth Exploring August 22, 2012

    Posted in Claims Technology, SPOT on Issues.

    Claims Predictive Modeling (CPM) is one of the big buzz words in the industry. After a few decades of improving claims technology systems and creating vast databases of claims information, CPM is an attempt to use that information more effectively. In our latest post we discuss CPM and what it means to make changes to adopt this new metric.

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  7. 5 Business Basics Every Claims Person Should Live By February 14, 2011

    Posted in Customer Service, SPOT on Ops.

    Ideas from successful business can be adopted in claims very easily if one takes the time to look. As we all know, claims folks have little time to look and that is where I hope the Claims SPOT can help. Sometimes claims organizations get so involved in the day-to-day that they have little time do the basics. However, concentrating on doing the write thing from a business perspective is the best way to succeed in claims. Expanding on Donna Flagg’s recent article Five Things They Don’t Teach You In Business School, we explore how those five things apply in the claims world. It’s common sense time in our most recent post.

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  8. Why Extending More Claims Authority Means Extending More Responsibility September 10, 2010

    Posted in Best Practices, SPOT on Issues.

    Extending additional authority to a number of claim handlers can have a dramatic affect on the department’s total incurred. Make sure claim handlers understand the impact, both good and bad, to the company. Deciding when, and how much authority to extend will always depend on the line of business, and experience of the claims professional. Giving more authority also means extending more responsibility to the junior claims professional to make greater financial decisions for the company.

    In today’s post we discuss the authority-responsibility correlation and the importance of ensuring claims authority is extended only when responsibilities associated with that authority are understood.

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  9. Promote Creative Thinking To Get The Most Out Of Your Claims Staff August 16, 2010

    Posted in Best Practices, SPOT on Issues.

    Good workers are sometimes all that claims departments look for and, given the nature of claims these days, it is not a bad thing. There is so much to do and so little time to do it and good workers, however you define them, are great to have. But how often are creative thinkers looked for? In a video lecture from, Sir Ken Robinson, he asks why don’t we get the best out of people? He argues that it’s because we’ve been educated to become good workers, rather than creative thinkers. Do you recognize that employee in your organization? How should we promote creative thinking in the claims world – read more in today’s post at the Claims SPOT.

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  10. What Paul Revere Can Teach Claims Professionals About The Benefits Of Building A Strong Professional Network August 12, 2010

    Posted in Best Practices, SPOT on Issues.

    Is professional networking (so-called social networking) relevant for claims professionals? Does it make them more effective, help them to identify resources they need to do their job better, find the right attorney, be creative, identify emerging technologies, spark their imagination, and set industry trends? Or are they a waste of time, an invasion of privacy, or just not part of your world?

    To look at that, this article examines the effectiveness of Paul Revere and the analytical work done in several publications, including the Harvard Business Review, Tipping Point and Connected. It examines the potential of social and professional networks, what makes them successful and effective, and the applicability of technology platforms liked LinkedIn to the claims management profession.

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  11. In Claims Don’t Let The Process “Thing” Get In The Way Of Doing The “Right” Thing July 19, 2010

    Posted in Best Practices, SPOT on Issues.

    Making a check in the process won’t ensure the matter is done right. I have written, and am a big proponent of, the importance of good process as a way to ensure good results. Putting a proper process in place is a road-map to help move claims to a prompt fair resolution. Nonetheless, doing and focusing on the process without making sure the outcome is sound is doing things right without doing the right thing. It’s so easy in claims to focus on the process and not use the process as a means to the end

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  12. How To Understand Capturing Lost Hotel Profits Due To The Gulf Oil Spill June 16, 2010

    Posted in SPOT on Issues.

    Tweet Knowing how to capture lost profits is critical when seeking reimbursement from the responsible party With uncertainty and concern surrounding the impact of the Gulf oil spill to the coastline from Florida to Texas, many companies are asking what needs to be done to quantify and document lost income for future claims.  Many businesses […]

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