H R D 897 - Capstone

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H R D 897 - Capstone

  1. 1. Recorded Statement Standardization 3.19.2010
  2. 2. <ul><li>“ The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The Second is that automation applied to an inefficient operation will magnify the inefficiency.” </li></ul><ul><li>-Bill Gates </li></ul>
  3. 3. Project Rationale <ul><li>The California Casualty Management Company VRT Claims Unit is designed to process claims with the upmost efficiency and customer satisfaction. Though the team environment lends to the rapid claims handling, the variety of documentation style and method expressed by the VRT Representatives causes unnecessary delay and potential claims handling errors. The goal of this project is to resolve this gap in claims handling by determining the most efficient and proficient means to document a recorded statement, develop a training program and job aide to assist individual VRT Representatives with their documentation and implement a unit wide change in claim file documentation. </li></ul>
  4. 4. Objectives <ul><li>Increased efficiency </li></ul><ul><ul><li>Better documentation permits quicker review of a claims file by members of the VRT </li></ul></ul><ul><li>Reduction in handling errors </li></ul><ul><ul><li>Universal format of recorded statements enables individual file handlers, while making their liability decisions, by displaying needed claim information in a recognizable manner </li></ul></ul>
  5. 5. Research <ul><li>Initial Poll (Pre-Program Baseline) </li></ul><ul><ul><li>Time spent reading recorded statements </li></ul></ul><ul><ul><li>Opinion of recorded statement clarity </li></ul></ul><ul><ul><li>Opinion of effect on claim outcome </li></ul></ul><ul><li>Website Survey </li></ul><ul><ul><li>4 recorded statement samples </li></ul></ul><ul><ul><li>Survey site for expert results / feedback </li></ul></ul>
  6. 6. Research, continued <ul><li>Expert Review </li></ul><ul><ul><li>Claims Managers </li></ul></ul><ul><ul><li>VRT Unit Experts </li></ul></ul>
  7. 7. Development <ul><li>Classroom style learning program created </li></ul><ul><ul><li>Instructor’s Manual </li></ul></ul><ul><ul><li>Learner’s Handbook </li></ul></ul><ul><ul><li>PowerPoint presentation </li></ul></ul><ul><li>Job Aides </li></ul><ul><ul><li>Two handouts were created </li></ul></ul><ul><ul><li>Online links / templates generated </li></ul></ul>
  8. 8. Deployment <ul><li>Classroom learning for Claims Mangers </li></ul><ul><ul><li>3, 1 hour meetings </li></ul></ul><ul><ul><li>Completed in March, 2010 </li></ul></ul><ul><li>Classroom learning for VRT Personnel </li></ul><ul><ul><li>Each of 3 Service Centers will have 3 training sessions </li></ul></ul><ul><ul><li>Sessions scheduled for deployment in May </li></ul></ul>
  9. 9. Review <ul><li>3 Reviews are scheduled </li></ul><ul><ul><li>1 month post training </li></ul></ul><ul><ul><li>3 months post training </li></ul></ul><ul><ul><li>6 months post training </li></ul></ul><ul><li>Each Review will repeat the initial poll process </li></ul><ul><ul><li>Recorded Statement timeliness </li></ul></ul><ul><ul><li>Management audits </li></ul></ul><ul><ul><li>Quick unit survey for employee perception </li></ul></ul>
  10. 10. Questions <ul><li>Email </li></ul><ul><ul><li>[email_address] </li></ul></ul>

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