May Voting - Process Improvement Forum - Approval Submissions
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  1. The below requests were recommended for Approval. You are required to vote on each entry based on a scale of 1 to 5 with 5 being the best or highly recommended for approval. Please include comments supporting the ranking.


  1. Highlighting important/necessary notes on claim - Voice Your ideas feedback

    Have a method of highlighting important/necessary notes on a claim so SCR’s don’t have to search, and potentially miss, an important note that may be buried below others. This will reduce the number of missed IC's, callbacks, and repeat contacts for Sedgwick.
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  1. Comment - Highlighting important/necessary notes on claim - Voice Your ideas feedback


  1. SOP for Tier 1 Calls to Distributed Group

    Could we create an SOP for the distributed group handling Tier 1 calls to address the differences between Tier 1 vs. intake only handling. For example, that examiner direct numbers should not be provided to claimants?
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  1. Comment - SOP for Tier 1 Calls to Distributed Group


  1. ClaimCapture Timing Out

    Claim Capture times out very quickly. Each time that you open a new claim you have to reopen Claim Capture and enter username and password, which slows the process. It would be beneficial for the time-out to be at least an hour.
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  1. Comment - ClaimCapture Timing Out


  1. Claim Capture update, Physician Information, Claim capture and Hospital and Clinic to be on the same page as Dr. (combined as similar request)

    One very large area of opportunity on the optimized intake script is the order of questions. On screen 5 it asks 2 questions; Do you have your treating physicians information and Do you work the same schedule each week? You can ask them both, but you can’t enter the information until screen 6 & 7. The problem is that when you ask the question the CM’s begin to answer but you are not able to enter the information unless you move to the next screen and then come back to screen 5 ask the next question and then go to screen 7. It would make more sense to ask those two questions on the screens where they can answer the information. The intake call flow is off – for a script like this I would advise my SCR’s to ask the last question about pay replacement, then go back to MD information to try and keep the call moving.

    Please have the clinic/hospial attended on the same page as the doctor that was seen. A lot of wasted time is spent because we can't see the previous information that we need for the doctor information screen. The screens are big enough for both sections and they need to be together. Things would flow smoother and faster. Now we have to scribble down the address and phone numbers to use on the next page.
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  1. Comment - Claim Capture update, Physician Information, Claim capture and Hospital and Clinic to be on the same page as Dr. (combined as similar request)


  1. Allowed Caller Field, Claim capture and Non-allowed callers (combined as similar request)


    An "Allowed Caller" field below the "LOB" field on the Start Call screen in Claim Capture would benefit both the caller and the intake agent. It would save time for the caller and the agent, if the agent knew from the beginning of the process if the person calling was an allowed caller, not after you have explained the intake process, or after you have looked for an existing claim (not been able to find one) state that you would be happy to take a new claim for the caller, only to find that they are not an allowed caller.
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  1. Comment - Allowed Caller Field, Claim capture and Non-allowed callers (combined as similar request)



  1. Maternity Section in DNA

    I would like to see a specific tab/section in DNA for maternity leave. Callers are always asking "How much time can I get?". The answer depends on many things, but when client specifics come into play it would be easier to find in a specific maternity location, other than "special handling" or "processes". An example is General Mills only allows 6 weeks for any type of delivery, but to find that it is in the middle of the Special Handling Instructions section. If there was a section just for maternity it would be easier to find. Another example is for Starbucks, the Partner's get 2 weeks of "nesting time" but only the EX can discuss with them.
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  1. Comment - Maternity Section in DNA


  1. Comcast Intake IP Email Option

    I think it would be beneficial to include "Would you like the initial packet emailed to you?" in Claim Capture for all Comcast claims. Agents currently ask for a personal email address, but are not prompted to ask if the employee would like the IP emailed. This would be especially beneficial for intermittent leave claims, when there is no initial contact, but would also be helpful for all other types of claims. Currently, employees don't receive initial packet for up to 2 weeks, and then have 1 week to follow up with their doctor's office to make sure forms are completed and submitted.

    For intermittent leave claims, no IC is done, and Claim Capture does not ask for MD information. Forms are only faxed to MDO if the EE specifically requests it, or if a mindful SCR asks for MD information at intake and requests the fax. If IP is not emailed to EE and forms are not faxed to MDO, EE essentially has 1 week to complete process. Emailing IP to EE would add at least another week to the time the EE has to gather and submit information. EEs would not be calling as frequently to check fax status since more time would be available, resulting in more one-call resolution and a better relationship with the employees. EEs also will not be advised to resend faxes as often, which will reduce the stress on SIR.

    For disability claims, yes we routinely collect MD contact information and fax forms directly to MDO, but sometimes the contact information isn't available or is incorrect. The sooner the EE has the IP, the more time the EE has to personally provide forms to MD when necessary. Faster receipt of medical means less denials due to no medical received. For the employees, this means a better relationship with Sedgwick and less interruption to pay. For us, this means a better relationship with the employees and a smaller workload for NAU.

    In short, I see an enormous benefit that can be gained from a minor addition to Claim Capture. System/Application
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  1. Comment - Comcast Intake IP Email Option


  1. Telephone transfers

    In claim capture we are able to go into the phone book and transfer numbers that we have previously taken from the employer, so that we do not have to re ask the same telephone numbers. we copy these where the pages aski for the number again. Example last page it asks for the number of person to be contacted, this is usually the caller. also during the call the supervisor is also the caller and we can go into the phone book and copy the number to the place we need this, however, at times when we copy it over it take the other nubers out. example, if a pre filled home number and cell are in the fileds and we go to the phone book and copy a work number it removes the home number and cell number.
    Solution: stop this from occurring, it would save time to be able to copy a number from the phone book and not remove the previous numbers.
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  1. Comment - Telephone transfers



  1. Ability to Change DOL in Claim Capture, Claim Capture, and Claim Capture Time and Date Improvement (combined as similar request)

    We need to have the ability to change the date on an intake claim if the caller gave the wrong date at the beginning of the call. It is frustrating for the client to have to answer the same questions they just answered because we have to cancel the claim and start again. This also raises the average handle time of the call, in most cases almost doubling it, because it is not usually until the middle of the claim before the wrong date is discovered. We had the ability to do this previously and it needs to be reinstated.


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  1. Comment - Ability to Change DOL in Claim Capture, Claim Capture, and Claim Capture Time and Date Improvement (combined as similar request)



  1. EX VM Recordings

    Voice mail recordings should begin with a clear statement of "in office" or "out of office," followed by a slight pause and then a greeting. This gives SCRs an immediate indication of whether or not the examiner is in the office, and it gives SCRs time to transfer the caller to the voicemail so that the caller still hears a complete voicemail greeting instead of a partial recording.
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  1. Comment - EX VM Recordings


  1. Claims Intake

    Currently, Avaya captures the contract number and populates the Avaya display. It would be great if there was some way the various systems could be linked so client and caller information would populate based on the callers initial IVR selections.
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  1. Comment - Claims Intake





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