Workers comp to face talent crisis: Survey

The most significant challenge facing claims organizations in workers compensation is a talent shortage, according to the results of a survey released Tuesday.

For its annual benchmarking study this year, Chicago-based Rising Medical Solutions surveyed 1,282 “frontline” claims professionals — instead of top executives as it has done in previous years — to better understand the challenges facing the industry via a battery of 44 questions addressing such issues as data, management and more, according to the report.

Talent was listed as the top concern, according to the 75-page report.

“A pending mass exodus of experienced claims professionals increases the stakes in attracting young professionals to the industry, a summary stated. “To be successful, organizations need to think outside of traditional talent management and recruitment strategies.”

In addition to recruiting, the industry’s focus on the advocacy model — a trend where claims organizations advocate for the injured worker with such practices as better and kinder communication — was another concern, as 72% of respondents reported “they do not know what an advocacy-based claims model is,” the report states. The report also highlighted that only 25% of claims handlers receive training in empathy.

Meanwhile, those surveyed ranked “compensability investigations, disability/return-to-work (RTW) management, and medical management” as the top three professional capabilities most critical to claim outcomes.