RTW Perspectives from a WC Claim Representative

She’s not just any ordinary claim representative.  We've interviewed Senior Claim Representative II, Mary Roudebush who has handled claims for the jurisdictions of Indiana, Illinois, Kentucky and Missouri.  As a claims professional, Mary has earned the Associate in Claims (AIC) designation as well as the Associate in Insurance Services (AIS) designation.  In her 12 years of being a claim representative, Mary has seen it all.  That's one of the many reasons we chose to interview her as part of our Return to Wellness Perspectives series.

Q:  What is the most creative solution to a RTW challenge that you, as a claim representative, have experienced?

  A:  A staffing agency's clients would not accommodate light duty.  We were able to partner the agency with local non-profit organizations to accommodate restricted activities.  Most of the injured workers who were provided this opportunity, to help people in their communities who are less fortunate than themselves, have reported feeling a sense of well-being.


Q:  How does the state of Indiana differ from other jurisdictions you're experienced with, in regards to modified duty?
A:  If the employer offers light duty work and the IW refuses the offered work, they are not entitled to lost time benefits.  Also, the light duty work does not have to be the injured worker's regular work or in their pre-injury department.

Q:  What is the most important thing an employer can do to have successful RTW outcomes?
A:  Consistency and communication with the employees are key.  The employer should make it known they will provide light duty work for every injured worker.  They should make it “real” work that provides value to the business.


Q:  What do you see as the biggest benefit of modified duty?
A:  Maintaining a positive connection and relationship between the injured worker, employer and their co-workers.

Q:  In what ways have you seen modified duty benefit injured workers?
A:  It promotes quicker recovery times and eliminates the need for work conditioning.  Injured workers aren't forced to make the transition from being off work and jumping back into full duty.

Q:  Any final advice to employers contemplating whether or not to offer modified duty work to an injured worker?
A:  Look for opportunities both inside and outside your organization.  Look for opportunities outside the injured worker’s normal work functions or department.  Are there special projects or tasks that need to be completed which can’t be accomplished in a normal work day?  Evaluate the injured worker's skills. Do they have skills that aren’t utilized in their normal job? Put those skills to use for your company.

We thank Mary for her willingness to participate in our Return to Wellness Perspectives series.  Stay tuned for a future interview with one of our talented Underwriters.  What would an Underwriter have to say about RTW?  If they're an Eastern Underwriter...a lot.

To learn more about how modified duty can benefit you, check out our website and visit the section pertaining to you.  Whether you're an employer, injured worker, agent or medical provider, we're certain you'll find helpful, relevant information.