Claims organizations are busier than ever, with an ever-increasing volume of requests to manage while meeting evolving customer expectations. To provide exceptional service, claims departments must achieve a holistic view of their employees’ unique needs.
Establishing a comprehensive view of risk and claims data can be difficult, especially when information is often siloed in different systems and departments. By adopting a fully integrated risk and claims management system, claims organizations can improve accessibility to data and provide more personalized customer service.
How the County of Los Angeles Achieves a Holistic View of the Employee
A true testament to embracing a unified approach to risk and claims management is the County of Los Angeles. With a workforce of approximately 100,000 employees working in 35 different departments, the County has highly complex requirements for operations and claims management. Processing an average of $400M in workers’ compensation claims each year, the County leverages technology to centralize services, respond to risk globally, and prioritize the employee experience.
Rather than using disparate software systems across departments, the County now has a single platform for risk management, claims administration, disability and leave management, loss prevention, corrective action plans, and legal case management. In addition to transforming their approach to risk and claims management with technology, achieving a holistic view of the employee was especially important to the County.
By putting the employee first, the County has truly set a new standard for public entities and claims organizations with a responsive, innovative, and customer-focused solution. With a fully integrated system for risk and claims data, the County is uniquely positioned to understand their employees’ individual scenarios and address their specific needs promptly.
5 Key Outcomes of an Integrated Risk and Claims Management System
Organizations that embrace a unified approach to risk and claims management can establish a holistic view of their employees and achieve these key outcomes:
- Provide more personalized options for benefits, return to work, and more.
A single claim can generate a significant amount of administrative work for various departments, along with numerous questions regarding benefits and returning to work. By having all the necessary information easily accessible in a single system, claims organizations can quickly assess an individual employee’s unique situation and offer more options for disability and leave, workers’ compensation, legal case management, and other objectives.
- Offer self-service capabilities to employees.
Oftentimes employees must contact their claims manager to submit requests, inquire about the status of their claim, process payments, and more. These inquiries can be time-consuming and inconvenient, causing unnecessary delays and frustration. With modern risk and claims software, employees can complete these tasks themselves with self-service functionality. The ability to view and contribute to the claims process online makes the overall experience much easier for employees.
- Save time and focus on higher-value needs.
Insurance claims are costly, complex transactions involving multiple parties, systems, and regulatory concerns. With such high claim volumes to manage along with other important tasks, claims departments have limited time to accomplish everything that needs to get done. Efficiency is essential to improving bottom-line performance and customer satisfaction. An integrated risk and claims system can help accelerate workflows and enhance productivity. With a unified approach, claims managers can quickly access the data they need, streamline requests from employees and other departments, and devote additional time and resources to more complex and strategic initiatives that benefit the entire organization.
- Improve employee satisfaction and retention.
The claims process can be stressful for employees, who will likely have many questions at each stage. Today’s consumers also expect technological innovation, quick access to information, and individualized services. With a holistic view of data, claims departments can better understand each employee’s needs and concerns while providing more personalized solutions. Exceptional customer service can dramatically improve employee satisfaction and retention, which can impact the organization as a whole.
- Enhance claim outcomes.
Last but certainly not least, an integrated risk and claims management system can help organizations improve claim outcomes. The ability to view and respond to risk with agility and precision can empower claims departments of any size to achieve optimal results and generate significant cost savings. Organizations that integrate risk and claims data are also better positioned to leverage predictive analytics to gain a deeper understanding of claims, predict outcomes, and take preventive action.
With a single platform for risk and claims management, organizations can achieve a much more holistic perspective of all their employees, making it possible to provide more personalized and prompt services. Risk and claims managers can also spend less time on manual tasks and devote more resources to improving claim outcomes. Employees can easily view their claims, payments, and leaves, thus significantly reducing inquiries to already busy departments and vendors. All of these factors work together to foster collaboration, improve efficiency, and benefit the organization as a whole.
Next Steps
To learn more about how your organization can benefit from a single solution for risk management, claims administration, disability and leave management, corrective action plans, legal case management, and more, check out the success story for the County of Los Angeles.
