Maximizing Results from Your TPA - Part Two


Last week, we discussed the first two pillars to maximize success with your TPA, leadership and creating the right framework.

This week, we’ll discuss the final two pillars, based on a session, Maximizing Results from Your TPA, that Caryl Russo, Senior Vice President at RWJBarnabas Health and I presented at a session for workers’ compensation professionals.

Pillar Three | Create an Empowered, Unified Workers' Comp Team

Create an empowered, unified workers’ compensation team, comprised of staff from the employer and the TPA. Personal attributes of successful team members include expertise, eagerness to take ownership of work responsibilities, as well as high standards for excellence. Team members should develop goals and strategies together, fostering accountability among each team member.

Your managers and supervisors should be involved as well. Educate them on your workers’ compensation program, and the benefits of your approach. Communicate your program’s goals, and their role in helping injured workers return to work and in managing costs. Helping them understand what these costs mean to their organization fosters engagement.

It’s important to openly engage with team members consistently and to respect their expertise—no one has every answer. Help the team feel a sense of accomplishment and recognize achievements, such as restoring injured workers to health and a corresponding reduction in disability days. Share successes with the team.

Pillar Four | Communication

In our partnership, RWJBarnabas Health conducts weekly calls with all team members and other appropriate parties. These calls focus the team on priorities and provide the opportunity to identify and address emerging issues almost immediately.

Technology and tools are also used to provide structure for communication, including software programs to manage all organizational claims represented on a dynamic claims log. These tools can be sophisticated but can be just as effective using basic programs such as Excel Spreadsheets. Monthly and quarterly meetings with senior leadership are another building block of communication, supported by data analytics.

Develop strategies for working with your other services providers, such as attorneys, transportation companies, etc. Establishing expectations from the beginning is crucial, as is establishing benchmarks and parameters—and communication channels to resolve any issues that may arise.

Learn more about the RWJBarnabas Health & PMA partnership

Learn more about PMA TPA & Risk Services solutions

Read part 1 of this blog post