Work Comp Claims Productivity Q&A With Kevin Quinley
Work comp claims productivity advice comes from so very few sources nowadays. OK, so I have been out of action on the blog for the holidays. 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.
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 on a typing teacher program such as this.
Do you use a Blackberry or PDA as a productivity tool?
No, but I use a 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 an 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?
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 time saver is to print the boarding passes out the day before you fly. Always join any and 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 productiveness 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 actually 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?
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 out 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.
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 own self confidence.
Next Up – Workers Comp Claims Auditing Q&A from Kevin
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