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County audit finds worker‑comp customer service gaps; CorVel and risk staff lay out fixes and RFP plan
Summary
Risk staff told the Tulare County Board of Supervisors that a recent customer‑service survey and prior audits show persistent employee complaints about poor communication and unclear explanations from the county’s third‑party workers’ compensation administrator, CorVel.
Risk management and the county’s third‑party administrator, CorVel, briefed the Tulare County Board of Supervisors on employee complaints and a customer‑service survey covering workers’ compensation claims.
Risk Manager Rob explained that the division surveyed 580 current and former employees with open or settled claims and received 242 responses; the board was shown results grouped into four categories — engagement and medical treatment, claims‑process explanation, communication/follow‑up and explanation of workers’ compensation benefits. Rob said the largest negative scores centered on communication and clarity about benefits: “The negative should be the…
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