We have a great little secret here in Sarasota/Bradenton. Well, it’s not the great secret it used to be, as people have discovered it, but its still pretty cool. It is the Sarasota Bradenton International Airport, code named SRQ. Now honestly, this is an article about customer service, not an airport. But I do love to fly out of this place, and it is relevant to the tale. The airfield…
An injured employee who does not understand the treatment plan, the expected recovery timeline, or the purpose of a return-to-work discussion is more likely to disengage from the claim process. That is where the top nurse case management skills become operationally significant. In workers’ compensation, clinical knowledge alone does not produce better outcomes. Nurse case managers must turn complex medical information into coordinated action that supports recovery, preserves trust, and…
A claims organization rarely chooses training because the calendar has an open afternoon. It chooses training because claim handling is inconsistent, new hires need to become productive faster, regulatory requirements have changed, or outcomes signal a deeper capability gap. The question is not simply whether a training platform vs in person approach is better. The question is which learning model will change behavior where it matters: in conversations with injured…
A claim file rarely breaks down because one note is missing. It breaks down when the record cannot explain why a decision was made, what the injured worker understood, or what should happen next. These five claims documentation mistakes create that exposure. They also erode trust at the exact point when clear communication, timely action, and whole-person recovery management matter most. For claims organizations, documentation is not a clerical byproduct…
A missed notice deadline can change the trajectory of a claim. So can an inaccurate wage calculation, an incomplete file note, a poorly timed communication, or a Medicare issue identified after settlement discussions have advanced. Compliance learning for claims teams is not a back-office requirement. It is a frontline capability that affects claim duration, litigation exposure, reserve accuracy, return-to-work outcomes, and the injured worker’s experience. For workers’ compensation organizations, the…
I heard from a friend last week in response to my last column, and the conversation was some version of the following: “Fine, Bob. Great article. We tell them the noble story, they show up excited, and then what?” It is a fair question, and it is asked in a tone I have come to recognize. It is the tone of someone who has actually hired a young person into a…
In this episode of "Straight Outta Workers' Comp," hosts Bob Wilson and Mark Pew sit down with Maryland Workers' Compensation Commission Chairperson Asha Jefferson and Commissioner Stephane Romano to explore the personal and professional transition from representing one side of workers' comp cases to serving as impartial decision-makers. The commissioners candidly discuss the challenges of leaving behind advocacy roles, managing emotional cases involving vulnerable injured workers and struggling small businesses,…
In this episode of "Straight Outta Workers' Comp," hosts Bob Wilson and Mark Pew sit down with Maryland Workers' Compensation Commission Chairperson Asha Jefferson and Commissioner Stephane Romano to explore the personal and professional transition from representing one side of workers' comp cases to serving as impartial decision-makers. The commissioners candidly discuss the challenges of leaving behind advocacy roles, managing emotional cases involving vulnerable injured workers and struggling small businesses,…
A claim file audit guide should do more than confirm whether diary entries are current and statutory forms are present. In workers’ compensation, a meaningful audit tests whether the claim is moving toward recovery, timely return to work, appropriate medical care, and a defensible financial outcome. It reveals whether the assigned professional understands the facts, has set credible expectations, and is actively managing barriers before they turn into litigation, delay,…
An injured employee can receive clinically appropriate care and still experience a poor claim. Treatment may be authorized on time, diagnostics may be completed, and work restrictions may be documented, yet the employee remains uncertain, disengaged, or represented by counsel. That is why medical management outcomes cannot be measured by medical activity alone. In workers’ compensation, the quality of the clinical plan and the quality of the human experience are…
