A Premiere Claims Review: How to Impact and Improve Outcomes

2:15 – 3:15 pm

Grand Ballroom 7A
Convention Level

Claims’ professionals face new questions and challenges every day. Each claim is based on a unique set of facts and circumstances. In turn, claims professionals must follow and apply statutory guidelines and regulations that vary across jurisdictions and are subject to frequent change. To this mix, employers create unique client service instructions based on their operations. The resulting claims decisions impact a sizeable sum of money but more importantly, they affect the lives of the individual employees. This session is designed to address some of the key questions employers should ask as they look for ways to improve their workers’ compensation programs. For example: To what extent can claim professionals impact workers’ compensation outcomes? How can employers and claims professionals work together to improve the overall claims experience and program results? How much of any effect can be attributed to observable characteristics or any one initiative? What role does emotional intelligence play in the claims process? How do biopsychosocial factors shape and influence an advocacy approach? Our discussion and interaction will shed invaluable insight on these and other related issues that will enhance virtually any claims program.

K. Max Koonce
Chief Claims Officer
Memphis, TN

Robert Quast
Director of Insurance and Claims
The Kroger Company
Cincinnati, OH

John Matejcek
Risk Manager
Best Buy Co., Inc
Minneapolis, MN

Kelly Webb
Senior Director of National Claims
Albertsons Companies
Pleasanton, CA


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