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When asked, “What do you like least about your job?” many claim managers reply, “Personnel issues!” Often, claim managers like developing business, servicing clients, and leading a claim team. This is what makes them tick.

However, these same claim managers get no charge from tracking adjuster vacation requests, monitoring adjuster attendance, or managing sick days. They dread conducting employee appraisal sessions or mediating between two feuding members of their claim staff. As claim staffs grow, though — whether in an insurer organization or in a TPA — so too does responsibility for human resources. Claim managers need to treat their staff well and provide for their well being. Other than stockpile Advil, what more can claim managers do?

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