When it Comes to Buy-in, Tech Helps, but Humanity Makes it Happen

Orlando, FL (WorkersCompensation.com) -- There's nothing new about using technology to assist an injured worker along during their recovery journey, but as the tech gets more sophisticated, there's also a need to keep the process worker-oriented and human.

According to presenters at the WCI session Tech That Empowers Injured Worker Recovery, while the technology is better than ever, the people-processes still need some work.

"How do we change workers' compensation from where it is today to where it needs to be so that it is outcome-based?" said Greg Hamlin, who is Senior Vice President, Chief Claims Officer of Berkley Industrial Comp. "Right now we have a model of 'do it for you' versus 'do it yourself,' but where tech can bridge the gap is where we can have a 'do it with you' approach?"

Communication is Key

To get started on that path, Sarah Meyer, SVP of Client Experience and Network Expansion at Bardavon, suggested that tech works best when everyone can use it without hassle.

"Making it simple and easy to digest is the target," Meyer said.

Making it "easy to digest" involves good communication, according to Plethy CEO Raja Sundaram.

"Communicating with an injured worker means communicating with them in the way they want to be communicated with," Sundaram said.

Hamlin agreed, noting that the way his in-laws use smartphones differs from how he uses them, which itself differs from how his kids use their devices.

"Communication drives outcomes, and when people are heard, they move better through the recovery process," Hamlin said. "We have to reach them the way they want to be reached, and that means plugging into the way they want to communicate."

According to Jeremy Yingling, Director of Workers' Compensation at Compass Group North America, that personalized communication needs to start at first contact with an injured worker.

"At intake, we record their communication preferences," Yingling said. "We ask them what language they prefer to communicate in, and we find out whether they prefer voice, email, or text communication because it's very comforting to someone to not have to communicate in a way or in a language that is not the most comfortable to them."

Keeping it Personal

To keep technology from feeling like just one more thing to do, the presenters highlighted how tech and personal touches can supplement each other.

"Consistency is huge," Meyer said, emphasizing Bardavon's Recovery Plus text messaging tool, which provides for interaction. "Having that person to talk to is really helpful."

Sundaram highlighted the option of having a QR code that a recovering worker can scan to share their emotional state.

"They can check in and answer the question, 'How happy are you today?'" Sundaram said.

Hamlin noted that Berkley used to send flowers to injured workers but then rethought the process and now sends cookies.

"We didn't want injured guys having wives going, 'Where are you getting these flowers from?'" Hamlin said.

Sundaram noted that as people have positive experiences with technology during their recovery, positive peer pressure plays out to get more people on board.

"We're dealing with humans, so the question is how do we get them to use the tech?" Sundaram said. "We want them to say, 'I used this, my friend got this,' that's how we show empowerment."

The Adjuster Piece

Just as injured workers need to see the value of technology in workers' compensation to make it work, so do the adjusters that are handling the workers' claims every day.

"Tech needs to be thought of as making the adjusters more efficient," Yingling explained. "Data can show where claims are progressing to get to a step in recovery more quickly."

Hamlin agreed, pointing out that adjusters are busy and don't need one more thing to fill up their daily schedules.

"You don't need to just hit adjusters with a bunch of data and not have them know what the data mean," Hamlin said. "The technology can break it down in ways that they can understand."

Organizations must focus on making the technology work for the adjusters using it.

"How do we get the tools in front of the adjusters, and how do we make sure they have the power to use them?" Hamlin said.

Meyer's advice on the human piece might go a far way to answer that question.

"The injured worker must have an active role in their recovery," Meyer said. "Communication to all stakeholders can show responsiveness and lead to catching something that had been missed."

Share This Article: