Improving adjuster efficiency and accuracy with an integrated forms solution

Improving state forms efficiency and accuracy

A recently published, comprehensive workers’ compensation benchmarking study, found that claim costs make up around 80 percent of most claims organizations’ expenses. According to the study’s authors, budget reductions and heightened scrutiny of operational expenses that come as a result mean that claims organizations should “take a close look at what claim activities and best practices drive optimal outcomes.”

Ensuring that paper-intensive, inefficient, and error-prone processes are eliminated is critical. For many claims organizations, this means scrutinizing their workers’ compensation compliance and reporting processes. More specifically, it means finding a solution that reduces the amount of time adjusters spend:

  • Tracking down the correct version of state forms
  • Rekeying data previously entered in the claims management system into forms
  • Correcting errors that result from manual entry of claim details

Origami Risk provides a forms solution that seamlessly and securely integrates with any claims management system to give adjusters immediate access to an extensive and up-to-date library of state and federal workers’ compensation claim forms. Additionally, the need to rekey claims information is eliminated, as form fields are populated by data from the claims management system.

A meticulous process of manual checks of state and federal websites, combined with automated monitoring tools, ensure that the forms library of more than 4,500 state and federal forms is up-to-date. Client-specific custom forms and letters can also be added to this library, providing adjusters with access to a single, up-to-date document generation system. To further streamline the process, delivery of completed documents to designated recipients and regulatory agencies can be automated.

Why efficiency matters

When it comes to working with state forms, manually searching across state websites for the right form takes time. Of course, how much time can vary based on adjuster experience and the state in which a worker is injured. However, as demonstrated in a recent post that examines the cost of finding data associated with a manual process, the amount of time spent looking for forms can be staggering.

Making it easier to find the right form frees up adjusters to spend more time engaged in activities that can positively impact the outcomes of claims. A 2013 Accenture study found that claims professionals spent between 44-49% of their day on non-core activities. That stands in sharp contrast to best-in-class claims organizations. According to the article Not too Many, Not too Few, Make Sure Your Adjusters Caseload is Just Right, “best-in-class TPAs provide administrative support for adjusters.” Spending less time on administrative activities allows adjusters to “focus on return to work strategy, communications with employer/employee/medical providers, and making judgments and decisions on the files.”

How forms integration helps efficiency

Origami Risk’s integrated forms solution operates behind the scenes to provide a reliable, secure connection with any claims management software, putting the most current version of state and federal forms right at adjusters’ fingertips. Without the need to leave the claims management system in which they are working, adjusters can quickly locate the right form.


Read more about how Company Nurse used forms integration to automate claims reporting

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Why accuracy matters

A reliance on manual data entry increases the likelihood of error and exposes the organization to the costs of bad data. In most cases the work is also duplicative, with claimant and accident details having already been keyed into the claim system.

The submission of inaccurate or incomplete claim details in mandated state forms, such as First Report of Injury (FROI) forms, can have additional consequences. Rebecca Shafer explains why this is the case in First Report of Injury Accuracy Critical for Workers Comp Success. Due to the fact that claim information used by multiple parties in setting up files is taken from the FROI, “little errors on the First Report of Injury are copied and can create havoc.” And while these issues can typically be corrected by re-submitting a corrected form, Shafer points to the fact that having to do so “is a waste of time for all the parties involved. Plus, when the First Report of Injury is inaccurate or incomplete, it can often be exploited by the employee’s attorney.”

How forms integration helps accuracy

Origami Risk’s integrated forms solution greatly reduces the potential for data entry errors by eliminating the need to rekey data. Upon selecting a state form, claims data is immediately merged into the form based on client-specific mappings—created as one of the initial steps during solution implementation—that match system data fields to form fields.

The impact of forms integration

Authors of the benchmarking study referenced at the outset of this post note that “claim outcomes are significantly impacted by activities that occur at the outset of the claim.” As a result, it’s “imperative for organizations to consider leveraging technology to enhance foundational claim activities.” Yet according to the results of the study, workers’ compensation programs continue to fall short when it comes to integration capabilities, with a number of respondents “reporting a web-link or manual copy-and-paste of information as ‘integrated’.”

Regardless of the claims management system your organization uses, Origami Risk provides a truly integrated, easy-to-use forms solution that can help adjusters to work more efficiently and accurately. By reducing the amount of time it takes to find the most current form, eliminating duplicative rekeying of data, and minimizing the likelihood of error, adjusters can spend more time focused on areas that contribute to a reduction in the cost of claims, improve outcomes, and lead greater customer satisfaction.


Read more about how integration helped Athens Administrators improve their claims intake process

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