Effectively addressing workers' compensation claims involves two elements: personally reviewing injuries and making decisions that help individual employees recover faster while saving money in the process, according to Roy Lee Manns, comp risk manager at Flextronics.
Mr. Manns reviews all injury reports, and after an evaluation of the appropriate protocols, some workers are contacted within 24 hours to check their condition, review progress and answer any questions.
"The sooner you can get your hands on that claim, the sooner you contain the cost," he explained.
One extreme case concerned a U.S. manager involved in a burn accident while on business in China. She was sitting down to dinner with her team from Colorado at a hibachi-style table when a flame flashed from a propane gas leak under the table. The manager, who suffered second- and third degree burns to her legs, was rushed to a hospital in China that did not have a burn trauma unit. Her fellow employees pooled their money for an ambulance to take her to a better facility.
Back in the United States, communication was difficult and the only reliable means was e-mail. But Mr. Manns worked out a plan to care for her and bring her home, working with the company's carrier and corporate officials.
The plan called for a first-class flight with a fellow employee, making sure the seats were near the bathroom for easy access. Not only did this make the employee more comfortable, but it also saved the company thousands by not having to use a Medi-Vac.
When she arrived, Flextronics had a doctor and nurse waiting and provided hospital care immediately.
There was one hitch–the hospital in China refused to release her unless it received payment in full for its services. Mr. Manns contacted the company's controller in the area and resolved the bill in 24 hours.
"I like to think that for every risk manager, it is their job to take care of every employee in the company and do what's in the best interest of the employee, especially when it is a bona fide injury," he said.
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