Time Management for Claims Examiners - Part 2

Monday, September 2, 2002 | 0

The first part of this series started off with some basic concepts on time management, applied to the claims examiner's special duties. Of course, there are more techniques to implement, otherwise this wouldn't be a two part series!

Daily Task Management, as noted in the prior article, is simply establishing a routine. Routines are normal, and help keep us sane - they are also the way we manage our time most effectively. Making sure that regular daily work items are routine is a part of proper time management.

Good habits to get into include:

Keep a stack of easy work handy which you can do while sitting on hold.
Document calls on-line while you are on the phone so you don't forget key information.
Don't let the phone control you; take messages in the a.m. and return calls in p.m.
Organize your next day's work and "to do" list the night before, because 75% of your day will be taken up with other priorities/rushes.
Use form letters when appropriate.
Try to arrange your diaries for completion Monday- Thursday and use Friday for complex files, settlements, etc.
Break down overwhelming tasks into small ones and prioritize.
The next facet to time management is ensuring your desktop is organized. If you can't find what you need when you need it, then you are wasting time. Tips to organize your desktop include:

Utilize separate areas/"in" boxes for mail, new losses, files, and rushes;
Utilize an "out" box to route files elsewhere;
Designate a spot for "DO NOT REMOVE" files (pending phone responses, dictation).

Remember to clearly identify your work area.. You may know where everything on your desk is, but not everyone else does!

Desk drawers are subject to the same organization principals:

Set up folders for frequently used forms;
Re-organize your desk several times a year and THROW OUT what you don't need.

The final act of time management is learning to prioritize. Delegate what you can, especially if you are lucky enough to have an assistant. Create deadline goals and stay focused - if you are pulled off track, resume your priorities as quickly as possible.

Finally, at some point in time in the decision making process you have to come to some resolution. Make the best decision you can and move on - don't dwell on the possibilities or endlessly analyze. At some point, you just need to carry on. Don't make promises you can't keep and keep your supervisor alerted to problems.

Not all of these time management tips are applicable all of the time, but being aware of time management issues is paramount - the remedies are all common sense once you know that there is a time issue. You'll be happier and less stressed when your time is managed properly, and you'll do a better job as well.

Author, Cyndi Koppany, is Director of Corporate Training for Cambridge Integrated Services Group, Inc. E-mail her at ckoppany@earthlink.net.