We have now featured several real-life claims adjusters as part of our ‘Year of the Adjuster” campaign. Keep the submissions coming, we love learning from their stories! This installment of our initiative will focus on an employer who has experience working with dedicated adjusters. We want to start a conversation that focuses on the question- “What makes a great adjuster?” In talking to employers or other TPAs who work with adjusters, we hope to get a more multi-faceted perspective of a claims adjuster. Make sure to grab a complimentary copy of our infographic to feature in your office or share with your friends, and while you’re on the YOTA page submit your tips for other adjusters!
Our interview subject is the Director of Claims Operations at Aramark. Aramark provides a variety of services from food and support to uniform apparel. Monica Lichtenstein has been in this position for 8 years and has spoken at various workers’ comp events like WCI360 and the California Workers’ Compensation and Risk Conference.
WCInsights- Could you describe your general interaction with adjusters?
ML– My Internal Claims Team interacts with them on a daily basis. I get involved on the high exposure claims and during Strategy Reviews.
WCInsights- What does a typical adjuster’s day look like to you?
ML- An adjuster’s days is very full. They have daily diaries that they need to review which prompt certain tasks, follow ups, inquires, etc… They also need to balance their daily tasks with new claims that come in, as well as unusual medical or legal changes on a particular file not on their daily diary.
WCInsights- Do you think the workload on adjusters, or expectations of adjusters, has changed during your time in the industry?
ML- Absolutely. Because of the legislative landscape and demands from employers, adjusters must be extremely detailed and timely when working a file.
WCInsights- Do you see any trends in the industry as they might relate to adjusters?
ML- I think that there has to be better compensation for them. More autonomy to do their job- reduce the levels of approval, and lower case loads.
WCInsights- What is the MOST important or meaningful thing that adjusters contribute?
ML- Knowledge- of their file (the employee, the doctor, medical status, work status, etc…) and knowledge of the legislation in the jurisdiction that they are handling.
WCInsights- What kinds of qualities do you see in adjusters that you think go “above and beyond”?
ML- When the adjuster takes the time to listen to the injured worker, communicate those concerns to the doctor and the employer, and work as the facilitator of information between all parties.
WCInsights- What is the best habit an adjuster can get into in order to be successful at their job?
ML- Organization and detail oriented, innovative, and tenacious.
WCInsights- Do you have a story about a star adjuster who really worked hard to ensure a positive and successful outcome of a case?
ML- Yes- We have several good adjusters that work on our account. One examiner in particular is Kevin Gabriel. He works for Sedgwick on the Aramark account. He is very aggressive and innovative in the ways he approaches his claims. An example is the lien issue in California. He recognized this as a growing problem on our account. He worked with our Internal Claims Team to create a lien desk. He handles all the claims that have outstanding liens and has been effective in significantly reducing our exposure. He also has a good handle on the Labor Code and can go toe-to toe with best of them. He is also compassionate to his injured workers yet firm with expectations on recovery and return to work- keys to being successful.