National Workers’ Compensation and Disability 2017

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Client Service Instructions — Promise vs. Performance (Room South Pacific F)

07 Dec 17
3:00 PM - 4:00 PM

Tracks: Ergonomics & EHS (Environment, Health & Safety), Program Management, Program Management

Client service instructions improve workers’ comp program operations by clarifying insurer, third-party administrator and employer objectives. But how do you create a CSI that acknowledges the two-way nature of employer-vendor relationships, and keeps service providers on track by establishing critical performance and goal-evaluation points? Learn how to achieve success through a better understanding of service provider capabilities, negotiating for optimal service instructions and establishing incentives. You’ll also explore how to assess CSI adherence to help judge whether a vendor relationship can be repaired or needs replacement.