The workers’ comp mission is to restore injured workers to good health and get them back to work as quickly as possible. Digitization, automation, data analytics, and cybersecurity are increasingly important to accomplishing this mission. And while many IT companies across the globe are currently cutting back on staffing, the insurance sector continues to experience a shortage of IT talent.
The following tips can help workers’ comp payers through this shortage by optimizing the resources they already have and prioritizing technology projects:
#1. Update Technology Strategies
Many workers’ comp and insurance organizations have tried to modernize legacy systems, rather than replacing them with more modern capabilities. This can be a high-cost and high-risk undertaking because it is often difficult, if not impossible, for older technologies to become modularized and adaptable to changing needs. Investing in new technology stacks that automate traditionally manual tasks and provide self-service functionality will allow employees to focus on work that produces the highest value and better serve customers.
#2. Prioritize Service
Focus on projects that will improve the customer and injured worker experiences. Make sure that new solutions are perceived as a help and not a hinderance. For example, automated service functions via mobile apps and chatbots must perform at least as well as traditional customer service channels.
#3. Improve Connections
Agile and secure integrations with providers, partners, and vendors can extend automation efficiencies beyond internal processes, further reducing the number of tasks required for your staff and shortening the amount of time it takes to deliver care and process claims.
#4. Provide Actionable Information
Copious amounts of data can be gleaned as claims processes become more automated, but no one is helped by reams of data that is difficult to decipher and use. Filtering, organizing, and presenting data to quickly convey information that is relevant and supports decision making is key to productivity and optimal outcomes.
#5. Rely on Quality Partners
Select partners who will collaborate, customize, and contribute to your strategic objectives with innovative, flexible, and secure solutions. In a challenging talent environment, the right partners can provide much-needed technologies, resources, and services. For partners you can count on in the long term, set high standards, not only for the product or service technical requirements, but also for integrity and cultural fit.
For a more in-depth look at how the IT talent shortage is affecting workers’ comp, see the Rxinformer article, Coming Up Short: IT Talent Woes in Workers’ Comp.