Orlando, FL (WorkersCompensation.com) – Using technology to assist an injured worker during their recovery process is nothing new, but as technology becomes more sophisticated, so too does the need to make the process worker-centered and humane.

According to speakers at the WCI session “Technology that Aids the Recovery of Injured Workers,” while technology is better than ever, the interpersonal processes still need some work.

“How can we move workers’ compensation from where it is today to where it needs to be to be outcome-based?” asked Greg Hamlin, senior vice president and chief claims officer of Berkely Industrial Comp. “Right now we have a model that is about ‘do it for you’ as opposed to ‘do it yourself,’ but where technology can bridge the gap is an approach where we can take ‘do it with you.'”

Communication is key

To take this path, Sarah Meyer, SVP of Client Experience and Network Expansion at Bardavon, said technology works best when everyone can use it without issues.

“The goal is to make it simple and easy to understand,” Meyer said.

Making it “easily digestible” requires good communication, says Plethy CEO Raja Sundaram.

“Communicating with an injured worker means communicating with them the way they want to be communicated with,” Sundaram said.

Hamlin agreed, noting that his in-laws use smartphones differently than he does, which in turn is different from the way his children use their devices.

“Communication gets results, and when people are heard, they move through the recovery process better,” Hamlin said. “We need to reach them the way they want to be reached, and that means adapting to the way they want to communicate.”

According to Jeremy Yingling, director of workers’ compensation at Compass Group North America, personalized communication must begin with the first contact with an injured worker.

“When we’re enrolled, we assess their communication preferences,” Yingling said. “We ask them what language they prefer to communicate in and find out if they prefer phone, email or text communication, because it’s very reassuring for someone not to have to communicate in a way or language that they’re uncomfortable with.”

Stay personal

To ensure that technology is not perceived as just another task to be completed, the moderators emphasized how technology and personal aspects can complement each other.

“Consistency is hugely important,” Meyer said, pointing to Bardavon’s texting tool Recovery Plus, which provides interaction. “It’s really helpful to have that person to talk to.”

Sundaram highlighted the possibility of a QR code that a recovering worker can scan to communicate his or her emotional state.

“You can check in and answer the question, ‘How happy are you today?’” Sundaram said.

Hamlin noted that Berkeley used to send flowers to injured workers, but then changed its policy and now sends cookies.

“We didn’t want the wives of injured men to ask, ‘Where did you get these flowers?'” Hamlin said.

Sundaram found that when people have positive experiences with technology during their recovery, it creates positive peer pressure that leads to more people joining.

“We’re dealing with people, so the question is how do we get them to use the technology,” Sundaram said. “We want them to say, ‘I used this, my friend has that.’ That’s how we show they have the power.”

The adjustment piece

Just as injured workers need to understand the value of technology in workers’ compensation insurance to make it work, the same is true for the adjusters who process workers’ compensation claims every day.

“Technology needs to be viewed as a method to make claims adjusters more efficient,” Yingling explained. “Data can show how far claims have progressed to move toward claims settlement more quickly.”

Hamlin agreed, pointing out that adjusters are very busy and don’t need to add another thing to their schedule.

“You don’t have to just give claims adjusters a bunch of data without them knowing what it means,” Hamlin said. “The technology can break it down in a way they understand.”

Organizations need to focus on making technology useful to the claims adjusters who use it.

“How do we get these tools to the adjusters and how do we ensure they have the authority to use them?” asked Hamlin.

Meyer’s advice on the human aspect could go a long way toward answering this question.

“The injured worker must take an active role in his or her recovery,” Meyer said. “Communicating with all parties involved can demonstrate responsiveness and lead to the discovery of something that was missed.”