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Work Comp Claims Productivity Q&A Kevin Quinley


Work Comp Claims Productivity Q&A With Kevin Quinley

Work comp claims productivity advice comes from very few sources nowadays.  OK, so I have been out of action on the blog for the holidays. The business has picked up tremendously, so the Workers Compensation blog has been suffering. I will not go over the best designation for claims or reserve reviewers today.

Graphic of Silver Q&A On Blog Work Comp Claims Productivity Currency Symbols

I will instead add in the Work Comp Claims Productivity Q&A session with Kevin Quinley of Claims Caffeine. Kevin asked very good questions. The address to join Claims Caffeine is https://login.yahoo.com/config/login_verify2?.intl=us&.src=ygrp&.done=http%3a//finance.groups.yahoo.com%2Fgroup%2Fclaims_caffeine%2Fjoin

You must get a lot of email. How do you manage it and stay on top of it?

I do not try to answer every email as I receive it. I set aside three times in the day where I answer emails. If you are accustomed to Outlook, you can direct certain messages into certain Outlook email folders. For instance, if it comes from a high-priority sender, the email message will go into the High Priority box.

I also use Maven Beacon teaches typing to hone my typing skills. There are many levels of instruction in a typing teacher program such as this.

LG Work Comp Claims Productivity Mobile Phone
Wikimedia Commons – АндрейХьюстон

Do you use a Blackberry or PDA as a productivity tool?

No, but I use an LG AX490 cell phone to surf the web and to answer and send emails. That phone is the only one like it in existence. It has a full keyboard built-in right on top of the number pad.

What are your biggest interruptions and how do you manage them?

My biggest interruptions are phone calls that could have been handled by email. We try to contact adjusters by email only as that saves the adjusters’ time and the notes are easily added to their file documentation.

You must travel a good bit. What tips do you have for readers on how to save time and stress during business travel?

CD Player Work Comp Claims Productivity Picture
Wikipedia – Public Domain

Airports are slammed with passengers and will be for many months to come. You are likely not going to get to your destination on time. Accept that fact and the stress will lower quickly. A real timesaver is to print the boarding passes out the day before you fly. Always join all frequent traveler programs. Even if you do not use the airline, hotel, car rental, etc that often, you will be treated better than without a frequent traveler #.

If you drive a large amount of the time, try to listen to Books on CD/Tape as a great diversion. My favorite is the 7 Habits of Highly Effective People. There is some incredible advice on settling files in that Book on CD. The chapter on win-win is a great one for claims people.

If you could offer just one productivity tip, what would it be?

DO NOT stress out. Study after study has shown that one loses about 40% of their productivity under stress. You are the expert, so be the expert.

Do you use a daily To-Do list? If so, how long is it usually?

Yes, I use a To-Do list on Outlook. I switched from the Outlook task list to using just the Calendar as the tasks just have to be calendared and that takes two steps to do the same thing. My To-Do list has a rolling average of twenty items.

How do you set your day-to-day priorities amidst shifting work demands?

Woman Hand Writing Work Comp Claims Productivity List Of Task To Do

Many years ago I was sent for two days of training conference on setting priorities. The bottom line result:-

· AA –Do it immediately
· A – Do it that day
· B – Do it that week
· C – Do it that month.

Each priority will move up the line during the daily routine. Some priorities could move down the line. Keep working on the top 20% (AA and A). If you can get through the A’s and start working on the B’s, there will less fires to put out in your daily routine.

How do you find time to keep current on professional reading and developments within your field?

I subscribe to about twenty different e-zines (all free of charge). I read the headlines and then print or copy and paste the document to my desktop in a folder called reading material to read at the end of the day. If I cannot find time to read them at least I read the headlines.

What is the one thing you wish you had known starting in your business that you know now?

QUIT STRESSING. Claims is a &$^#* job if you let it stress you out. Keep calm and remember that claims adjusting is a job. Never refer to yourself as a claims adjuster. Leave the job at work.

Businessman Thinking Work Comp Claims Productivity Portrait Picture

Based on how you see claims people work, how do you think they could work smarter?

Keep the stress level low. Do not take the job home with them. I see too many adjusters just freak out on an audit of their claims. Guess what? Most of the time they are doing a good job. You are the experts, so act like and be the experts.

Return all calls, emails, and all other communications within 24 business hours. You do not have to have an answer. Call/email and say I just wanted to let you know I am working on it and I will get back to you by a certain date or when a certain thing happens. As the old saying goes – when you are silent, people will expect the worst.

Bottom Line – quit stressing, be confident, do your 24-hour contacts, and communicate. Your Work Comp claims productivity equates to your self-confidence.

Next Up – Workers Comp Claims Auditing Q&A from Kevin

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James J Moore - Workers Comp Expert

Raleigh, NC, United States

About The Author...

James founded a Workers’ Compensation consulting firm, J&L Risk Management Consultants, Inc. in 1996. J&L’s mission is to reduce our clients’ Workers Compensation premiums by using time-tested techniques. J&L’s claims, premium, reserve and Experience Mod reviews have saved employers over $9.8 million in earned premiums over the last three years. J&L has saved numerous companies from bankruptcy proceedings as a result of insurance overpayments.

James has over 27 years of experience in insurance claims, audit, and underwriting, specializing in Workers’ Compensation. He has supervised, and managed the administration of Workers’ Compensation claims, and underwriting in over 45 states. His professional experience includes being the Director of Risk Management for the North Carolina School Boards Association. He created a very successful Workers’ Compensation Injury Rehabilitation Unit for school personnel.

James’s educational background, which centered on computer technology, culminated in earning a Masters of Business Administration (MBA); an Associate in Claims designation (AIC); and an Associate in Risk Management designation (ARM). He is a Chartered Financial Consultant (ChFC) and a licensed financial advisor. The NC Department of Insurance has certified him as an insurance instructor. He also possesses a Bachelors’ Degree in Actuarial Science.

LexisNexis has twice recognized his blog as one of the Top 25 Blogs on Workers’ Compensation. J&L has been listed in AM Best’s Preferred Providers Directory for Insurance Experts – Workers Compensation for over eight years. He recently won the prestigious Baucom Shine Lifetime Achievement Award for his volunteer contributions to the area of risk management and safety. James was recently named as an instructor for the prestigious Insurance Academy.

James is on the Board of Directors and Treasurer of the North Carolina Mid-State Safety Council. He has published two manuals on Workers’ Compensation and three different claims processing manuals. He has also written and has been quoted in numerous articles on reducing Workers’ Compensation costs for public and private employers. James publishes a weekly newsletter with 7,000 readers.

He currently possess press credentials and am invited to various national Workers Compensation conferences as a reporter.

James’s articles or interviews on Workers’ Compensation have appeared in the following publications or websites:

  • Risk and Insurance Management Society (RIMS)
  • Entrepreneur Magazine
  • Bloomberg Business News
  • WorkCompCentral.com
  • Claims Magazine
  • Risk & Insurance Magazine
  • Insurance Journal
  • Workers Compensation.com
  • LinkedIn, Twitter, Facebook and other social media sites
  • Various trade publications


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