NOTE: This is a guest article written by Nikki Mehrpoo. Nikki is a highly respected authority in the fields of Workers’ Compensation and Immigration & Nationality law, with extensive experience spanning over 27 years, specializing in all aspects of compliance, policy development, technology, curriculum development and legal advocacy. She is renowned for her extensive knowledge bridging the gap between HR, Labor, Employment, Workers’ Compensation and Immigration matters and has become a leading authority in the field. Ms. Mehrpoo is the first and only California dual certified legal specialist in Workers’ Compensation and Immigration & Nationality law and has become a trusted consultant, educator, and advisor for employers, businesses, attorneys, insurance carriers, immigrants and injured workers. She is dedicated to driving business success through effective people management and organizational excellence while championing the rights of individuals and businesses navigating complex challenges. #nikkimehrpoo #immpoyment www.LinkedIn.com/in/NikkiMehrpoo
Much like the internet’s arrival in the late 20th century, which radically changed business operations in all industries, Artificial Intelligence (AI) is revolutionizing the workers’ compensation claims and legal arena at an unprecedented rate, and it signals another seismic shift in how work will be conducted moving forward. AI, like the internet, is reshaping the way workers’ compensation professionals operate by providing new tools, resources, and technology and bringing forth a similar paradigm shift. AI’s potential to streamline processes, manage data, and provide innovative solutions to age-old challenges has dominated conversations at conferences worldwide, including one of the most anticipated events of the year, the National Comp Conference in Las Vegas held on October 15-17, 2024.
The conference featured several informative and in-depth sessions dedicated to AI or included AI as an integral topic of the session. Experts discussed and debated the profound implications of AI technologies, how it could potentially reshape the industry and its integration into the claim process, especially in areas related to decision-making in complex claims. Claims and legal professionals, corporate leaders, and workers’ compensation experts attended sessions to learn about advancements in all aspects of the workers’ compensation. The impact of AI on workers’ compensation claims, automation of legal research, predictive case analytics, and AI-assisted medical evaluations, stood out as key topics at the 2024 conference.
AI-focused sessions at the National Comp Conference included:
Creating The “Exponential” Claims Professional
In this session, the panel explored AI tools and technology available enabling claims professionals to leverage tech to relieve mundane tasks, allowing them to engage more in nuanced claims negotiations, care guidance, and client connection. Mark Pew, one of the speakers, reinforced that “AI is the present, not just the future, and we must embrace both the challenges and opportunities.”
The Workers’ Comp Balancing Act: Efficiency Vs. Ethics in AI
The speakers presented how automation, AI, and machine learning have revolutionized Workers’ Compensation processes, streamlining data analysis, ultimately alleviating the workload on claims handlers and enhancing overall accuracy. The panel also discussed the challenges that we are facing as an industry and the crucial need for strategic planning.
AI’s Role in Claims: What Have We Learned, What’s Working, and What’s Next?
This presentation explored the current state of AI in claims and the impact that Generative AI is having on the industry. The industry is increasingly turning to AI to help streamline processes, improve outcomes and potentially reduce processing times, increase accuracy, and improve customer satisfaction.
Group Health Is Beating Comp on Outcomes? Understand Why, and What Needs to Change
In addition to discussing the injured workers’ motivations and psychosocial risk factors, the panel in this session explored what the workers’ compensation system can do to rectify this systemic health care outcome disparity, including smarter patient engagement with the use of AI earlier in the claim, the impact of aligned incentives, and destigmatizing psychiatric claims overlay.
Leveraging AI and Analytics to Manage Rising Medical Costs
In this in-depth discussion, the panel discussed how claims professionals can leverage data analytics for more effective management of medical costs through advanced data analytics and AI technologies.
The AI Edge: Reshaping Workers’ Comp with Generative Technology
In this session, the panel discussed real-world AI-based tools such as AI Augmented File Notes, Universal AI Viewer, and AI as a Service, which can improve the efficiency of claims processing and reduce administrative burdens. This shift will allow adjusters to spend more time interacting directly with injured workers, streamlining processes and improving the quality of care.
Crunching Data, Transforming Claims: Driving Better Outcomes With Analytics and AI
In this panel, industry experts explored the future of workers’ compensation medical management through the lens of advanced analytics and artificial intelligence, including how application of data via risk models and AI capabilities can empower workers’ compensation medical management stakeholders to make informed decisions, enhance early intervention, optimize resource allocation, and continuously improve strategies that will drive better patient and claims outcomes.
The Future at the Frontlines: Transforming Claims with Technology and Talent
In this panel, the presenters discussed the crucial relationship between claims professionals and injured employees and the imperative need to consider these professionals’ input in planning for the future of claims management, including prioritizing technology and AI investments.
Attracting Digital Natives to Workers’ Compensation
In this panel, the presenters explored the rapidly evolving digital landscape, attracting and retaining next-gen talent and the innovative strategies that can attract draw and retain the best young talent, including the importance of technology, AI and machine learning, and automation and robotics.
Changing the Claims Arena with Real World Data and the Power of AI
The panel discussed how modern technology drives results and can accelerate the claims process by incorporating the power of data with artificial intelligence and machine learning, all while delivering exceptional customer experiences.
Executive Exchange: Moving the Industry from Talk to Change
In this interactive and provocative session, through exploring real world examples, the panel discussed innovative revenue models, market trends and impact of consolidation, predictive analytics mined with AI and the evolution of outcomes goals and objectives to empower stakeholders with actionable insights, enabling them to challenge the future of workers’ compensation with confidence and innovation.
The National Comp Conference in Las Vegas was not the only 2024 conference focused on AI. Conferences across the United States and globally have included AI as a top agenda item, from sessions exploring AI’s role in contract drafting to its impact on case management and dispute resolution.
While AI offers clear benefits to the workers’ compensation industry, including efficiency, cost savings, and advanced analytics, it also raises serious questions about bias, accountability, and the future of legal work. Thus, the benefits come with challenges. A major point of discussion at this year’s conference was concerns about AI’s ability to make fair and unbiased decisions in claims processing. Claims that require nuanced decision-making, particularly when it comes to evaluating medical conditions, can be difficult for AI to handle without clear standards and human oversight. Claims professionals are not only grappling with how to integrate AI into the claims framework while ensuring that it is implemented ethically and fairly, but they are also debating the role of AI in interpreting medical evidence, determining the extent of injuries, and setting compensation levels.
As AI continues to evolve, workers’ compensation professionals must stay informed and engaged with these new technologies and embrace the technology as part of our future. Accordingly, education in venues like the National Comp Conference to keep abreast of the latest developments will be more crucial. From AI-driven claims processing to the implications for Independent Medical Evaluations, the technology’s rapid development is forcing the industry to rethink how to once again integrate revolutionary technology into the fabric of our practice.
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