This presentation will dive into the injured workers’ experience when they have an accident at work. The Workers Compensation system is dynamic and confusing for someone trying to navigate through it after an accident. As a Carrier/ Third Party Administrator (TPA), we recognize there is an opportunity to show empathy and care while demystifying the process for an injured worker. Through language transformation of “insurance jargon” we can simplify our communication with the injured worker. We give clarity on what to expect along the way and answer questions before the injured worker even knows what to ask. We can modernize our engagement in ways we experience throughout our personal life through portals and apps accessible on the injured workers’ phones. We can improve the injured workers’ experience so they can focus on their recovery and return to work.  

From an employer’s perspective, it is equally daunting for employees. It is important to help the injured worker navigate the ongoing requirements within the company. From the start of the injury, employees are faced with questions. As part of the employer advocacy approach, injured workers feel cared for from the start. Many will have questions related to claim reporting, salary during the waiting period, concurrent benefits such as The Americans with Disabilities Act, The Family and Medical Leave Act & Short-Term Disability, continued group health coverage, job protection, and company-specific benefit offerings.  

Presenters: 

Faith Mason, Director, Workers’ Compensation Claims - Comcast NBCUniversal
Sue Mellody, VP Managed Care - Helmsman Management Services/Liberty Mutual