It’s well documented that the insurance industry has seen a wave of baby boomers exiting the workforce in recent years. As a result of this mass exit and the impacts of the pandemic on the structure of the workplace, a plethora of job openings exist.
In addition, the incorporation of AI and other technologies, especially for claims management, has changed not only how work is done but also some of the skills required to do it. These changes require updated hiring approaches, especially when seeking candidates who possess technical proficiencies and softer skills that are just as important to the claims profession.
Changes impacting the disability claims profession
Digital transformation has created more seamless and automated claims processing, reducing some administrative burden for claims professionals. Today, many functions that were traditionally paper-based and manual are now automated. For example, claimants can initiate and submit information and monitor the status of their claims online. Claims specialists can also leverage tools to better manage activities and follow-ups or generate letters to be more efficient and productive.
However, there continue to be areas of disability claim management that require a human touch. For example, communication is a vital aspect of the adjudication process when it comes to complex claims. Disability claims specialists regularly conduct telephone interviews to gain a complete view of the claimant’s condition, functionality, and any real or perceived challenges they’re experiencing in the recovery process. While previously a common skill, telephone use has decreased among younger generations, making it an essential area for professional development.
At the same time, declining telephone use, for both claims professionals and claimants, also creates a stronger need for written communication skills. Interactions happen through email or text more than ever before, requiring claims specialists to effectively document and gather valuable information on a claimant’s condition.
In addition, they need to write professional, accurate letters representing the insurer’s official position, which can be considered evidence in any legal proceedings. They also represent the brand of the organization and the tone it wishes to set in the marketplace.
The rise in digital technologies for claims management has also increased the importance of interpersonal skills, especially empathy. Empathy in claimant interactions is often helpful in gaining trust and fostering openness that can benefit the claims process. Focusing on tone of voice, word selection, and listening skills is key to demonstrating compassion and concern. This skill requires training and development, but these skills can be transferable for those with customer-facing experience or a background in social work or counseling.
Finally, automation for some aspects of the claims process allows claims specialists to use critical thinking skills in other areas. For example, critical thinking skills come into play in the ability to synthesize relevant pieces of information, develop or update a strategy, and articulate a plan of action to evaluate support for a claim. Assessing a situation, asking critical questions to gain more information, analyzing and making solid judgments are all essential skills for effective claims management.
What to Consider When Hiring a Disability Claims Specialist
The hiring process has evolved as much as other business practices, with AI tools also providing support to screen potential candidates. There are critical aspects of vetting applicants for a disability claims specialist role that should be considered when finding those suited for the role.
Behavioral interviewing is an approach that involves asking questions about specific situations to uncover how a candidate has behaved to judge a potential fit for a job. The purpose is to understand the skills and experience they might have to offer and gain insight into their abilities, behaviors and other measures that will come into play.
The behavioral interviewing approach has proven more effective in providing evidence correlating to the candidate’s behaviors. Here are a few ways to incorporate behavioral questions into the hiring process:
● Ask candidates to provide examples of when and how they have demonstrated specific skills (i.e., if problem-solving is a skill, give an example)
● Consider adding a structured approach to assessing candidates, such as a consistent rating system, to ensure more equity in the interview process
● Incorporate training for hiring managers so they are up to date on the approach to behavioral interviewing and best practices to employ
Finding suitable candidates for today’s modern claims management profession requires a shift in priorities and a commitment to supporting training opportunities to cultivate the skills needed for these roles. For help with talent management and professional development for disability claims, contact a Brown & Brown Absence Services representative today.
