The workers’ compensation system is often seen as a fossilized benefit delivery system, with medical care provided by the lowest bidder, administered by Luddites, and adjusted by overwhelmed claims adjusters, all driven by ’attorneys’ misplaced incentives. On the other hand, I see extraordinary people doing what they can to make the system work, focusing on what they can do to ensure injured workers are properly taken care of.
An excellent example of the reliance on the system was the fantastic pivot that occurred when the Covid-19 pandemic hit. The entire industry went home but simultaneously ensured that the benefits still got to the injured workers. An example was the California DWC, which went from every event in person to virtual hearings, conferences, and trials.
Doing this successfully required the use of the latest technology combined with the entire industry learning new skills
Integrating artificial intelligence (AI), the Internet of Things (IoT), and other advanced technologies will transform how we manage risks, process claims, and support injured workers. AI will reduce claim frequency and severity, and custom care will be designed to maximize recovery.
Adapting to this new landscape requires specific skills to ensure that workers’ compensation professionals remain relevant and practical.
Here are five critical skills to help the industry evolve as the workers’ compensation system transitions to AI ITO and other new technologies:
1. Exercising Human Judgment
Contextual Decision-Making: AI systems can analyze vast amounts of data to identify patterns and make predictions. However, the nuances of each workers’ compensation case often extend beyond what data alone can reveal. Human judgment is crucial in interpreting AI recommendations within regulatory requirements, individual circumstances, and company policies.
Skills to Leverage:
- Values-Based Judgment: Understand the broader implications of decisions beyond what the data shows. Consider the impact on injured workers’ recovery, compliance with legal standards, and overall fairness.
- Ethical Reasoning: Ensure that automated decisions align with ethical practices and support the well-being of all stakeholders.
2. Handling the Unexpected
Creative Problem-Solving: While AI can handle routine tasks and predict specific trends, it may falter when faced with unprecedented challenges. Human ingenuity is indispensable, whether navigating new legislation, responding to a surge in claims due to unforeseen events, or managing a cyber-attack on sensitive data.
Skills to Leverage:
- Creative Thinking: Innovate solutions to problems that AI might not foresee. Draw on diverse experiences to manage disruptions effectively.
- Crisis Management: Develop strategies to address emergencies swiftly and maintain continuity in operations.
3. Providing the Human Touch
Empathy and Understanding: AI-driven systems might optimize schedules and workflows but cannot empathize with injured workers. Human managers must bridge this gap by ensuring that the processes are efficient, compassionate, and considerate of the human element.
Skills to Leverage:
- Communication and Teamwork: Foster an environment where empathy and understanding are paramount. Communicate AI-generated recommendations with a human touch, ensuring workers feel supported and valued.
- Conflict Resolution: Address any discrepancies or dissatisfaction arising from AI-driven decisions with sensitivity and care.
4. Embracing Lifelong Learning
Continuous Education: The rapid advancement of technology necessitates a commitment to lifelong learning. Workers’ compensation professionals must stay abreast of new tools, regulatory changes, and industry best practices. This proactive approach ensures they can leverage new technologies to enhance their roles rather than be displaced by them.
Skills to Leverage:
- ● Study Skills and Time Management: Efficiently manage time to balance ongoing education with daily responsibilities.
- ● Professional Development: Seek out training programs, certifications, and workshops that offer insights into the latest technological advancements and regulatory updates.
5. Communicating Across Disciplines
Interdisciplinary Collaboration: Implementing AI in workers’ compensation requires collaboration between data scientists, claims adjusters, medical professionals, and legal experts. Effective communication across these diverse fields is essential to create technologically sound and practically applicable systems.
Skills to Leverage:
- Communication and Teamwork: Build strong, interdisciplinary teams. Facilitate clear and concise communication to ensure all stakeholders understand AI systems’ technological and practical aspects.
- Technical Literacy: Develop a foundational understanding of AI and IoT technologies to better communicate with technical experts and translate their insights into actionable strategies.
Conclusion The latest technology revolution is giving us both challenges and opportunities in our industry. By cultivating our ability to exercise human judgment, handle the unexpected, provide a human touch, embrace lifelong learning, and communicate across disciplines, we can successfully help our industry meet the challenges of the AI world.
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