Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Workers Compensation topic
No spam. Unsubscribe anytime.
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 large… portion at 54%,” he said, summarizing the communication follow‑up findings, and added that explanation of benefits drew a 61% negative response in the survey.
CorVel account manager Michael Corona and claims manager Terry Davis acknowledged shortcomings and described specific fixes: expanding staff to reduce adjuster caseloads, enabling SMS texting and email that is logged in CorVel’s claim system, and assigning a new supervisor focused on customer service for the county’s account. Corona said the system can now capture texts and emails in the claim record so the company and county can audit responsiveness. Davis said the firm has been tracking improved scorecards for initial contact and recurring monthly contacts since the new supervisor began five months ago.
Risk management described additional measures it is implementing: a dedicated risk‑level email and escalation process so employees can reach risk leadership directly; an informational day‑one claims letter that lists the assigned risk technician and a claims pamphlet with a contact link; monthly performance meetings with CorVel; and an annual county survey of early claims. Rob said the county will consider an RFP for third‑party administrator services if improvements are insufficient and noted the next biennial audit of CorVel is scheduled for October 2025.
Board and department reaction: several supervisors and department leaders described repeated past problems in responsiveness. A public safety official said prompt evaluation and return‑to‑work is essential for staffing and public safety. Supervisor McCarrie recounted a long history of employee complaints; CorVel management apologized in the chamber and said staff accountability will be tightened and that leadership is available for urgent escalations.
Ending: Risk management will monitor CorVel’s promised changes, run follow‑up surveys and continue monthly performance reviews; the county will open an RFP process in the fall if substantial improvements are not sustained.
