Chicago, IL – The highest percentage of claims leaders (46 percent) surveyed in Rising Medical Solutions’ 2017 Workers’ Compensation Benchmarking Study believe adjusters become expert at claims management within four to six years on the job. This begs the question, what makes a claims expert and how do adjusters become one? A new white paper, co-authored by study program director Rachel Fikes and industry journalist Peter Rousmaniere, examines strategies for achieving peak adjuster performance rooted in “deliberate practice,” a performance improvement concept retailed by pop psych author Malcolm Gladwell as the “10,000 hour rule” in his bestseller, Outliers: The Story of Success.
This short report – Do 10,000 Hours Make a Great Claims Professional? How Claims Teams Can Achieve Peak Performance – investigates Gladwell’s assertion that an individual can master a field with 10,000 practice hours, and applies it to worker’s compensation, showing how claims adjusters can evolve from good, to proficient, to masterful.
With expert interviews from Albertsons Companies, Daimler Trucks North America, Sedgwick and industry consultants, the white paper not only identifies strategies for mastery development, it also reports the extent to which the industry is facilitating mastery amongst its adjusters by citing findings from the 2016 and 2017 Workers’ Compensation Benchmarking Study surveys.
“What we found is that the ‘deliberate practice’ concept effectively explains why many claims professionals grow to peak performance, and also why many do not,” says Fikes. “Claims mastery requires more than a sheer volume of hours, days, or years of practice, certain conditions and skill development methods must be present to elevate adjusters to experts.”
Benchmarking Study results confirm that those claims organizations doing more to help adjusters reach peak performance also have better claim outcomes than their lower performing peers.
What does deliberate practice mean to the time-pressed claims executive today? It can mean making small but striking adjustments to skill development methods in order to achieve adjuster and organizational success. To learn what these methods are and to read the entire white paper, visit Rising Medical Solutions’ website here.
The comprehensive 2017 Workers’ Compensation Benchmarking Study Report will be published later this fall.
Source: Workers’ Comp Benchmarking Study Group