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Frontline Adjusters vs. C-Level Claims Mgmt – Great Rising Medical Survey


Frontline Adjusters Surveyed by Rising Medical Solutions – Free Copy of Results

Rising Medical Solutions surveyed frontline adjusters, and other personnel had their turn at the mic last year. Rising invited any frontline claims personnel to take their survey last year.

pic smartphone survey frontline adjusters questions
Wikimedia Commons – AxBest

I added in an article pleading with adjusters and their support personnel to have a say versus the C-Level Claims and Risk Management personnel.

As I moved up the claims department ladder, I became distant from what was occurring at the claims desks.   If you have ever read the Peter Principle, you already know this occurs in every organization.

Rachel Fikes and Rising Medical Solutions out of Chicago, IL,  invited me to a one-day think-tank with mostly C-Level claims administrators.  The day was an interesting take on how the upper claims echelon views adjusting and processing claims. The meeting was an eye-opener.

Their recent press release includes a link to receive a freebies copy of the survey results.  Admittedly, I have not read it yet, but I will over the Holidays.

The talent crisis remains a huge concern.  Claims and Risk Management departments are aging.   Where will the replacements come from in 2025 and further into the future?

Annual Work Comp Benchmark Study Releases 2019 Report Comparing Claims Leader & Frontline Staff Perspectives


Chicago, IL – December 17, 2019 – With an estimated 140.3 million U.S. workers receiving workers’ compensation benefits, frontline claims professionals are personally responsible for managing a total economic outlay of nearly $100 billion dollars in benefits paid annually. Coupled with the industry’s talent crisis – with an imminent mass exodus of retiring claims professionals and challenges attracting young professionals – the impact that frontline staff have on the industry’s financial viability and injured worker outcomes cannot be overstated.

Now in its seventh year, the Workers’ Compensation Benchmarking Study – for the first time ever – surveyed 1,282 members of this critical talent constituency to ascertain how their views mirror or differ from the 1,800-plus claims leaders who participated in prior research. Reprising questions from past surveys, the 2019 Report not only provides recommendations to improve overall operational performance, it also provides strategies for how to best incentivize and retain the frontline talent pool.

“We’ve got a ‘perfect storm’ threatening the workers’ compensation industry right now,” says Rachel Fikes, chief experience officer and study program director at Rising Medical Solutions. “Frontline claims professionals are the largest and most influential employee population in our industry, yet, very little research has been conducted with them to date. Adding frontline intelligence to the study’s cumulative data can help organizations advance claims management and talent practices, as well as confront the increasing stakes of attracting young professionals to our industry.”

The 2019 Report examines frontline perspectives on topics such as:

  • Ranking of core competencies most critical to claim outcomes
  • Claims functions that frontline staff spend the most time on
  • Effectiveness of systems / tools in managing best practices
  • Assessment of job meaningfulness
  • Investment in new hire and senior staff training, and whether it’s considered adequate
  • Ranking of company benefits that frontline staff most value
  • Understanding of advocacy-based claims models
  • Assessment of technology and data’s effectiveness in performing current job
  • Views of technology delineated by years of claims adjusting experience
  • Usage rates of various analytic programs
  • Ranking of medical management training, and whether it’s deemed adequate
  • Ranking of the most important provider quality measures

As in prior years, the 2019 Report will be available to all without cost or obligation as a contribution to the workers’ compensation industry. The 2019 Report may be requested here.

Please only request the report through the link.   It is a free report.   If the results do not look like what you would have responded, Rising Medical had the survey open for months in 2018 with invitations to all frontline adjusters and claims personnel to respond and register their opinions.   If they decide to re-survey claims personnel, then jump on board and fill out the survey.

Great job Rachel and Rising Medical!


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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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