Tennessee-based Sedgwick Claims Management Services Inc. (Sedgwick CMS) has introduced an interactive voice response (IVR) system that provides secure 24-hour self-service access to individual workers’ compensation and disability claim information for claimants and their supervisors.
A complementary Web-based system will extend access to medical
providers when introduced this summer. The new technologies reportedly offer convenience and privacy for all users and significant efficiencies for employers and service providers.
The Sedgwick CMS IVR system is reportedly the first advanced self-service telephonic claims information platform to be implemented for the full range of workers’ comp and disability claims.
Claimants and supervisors may use either voice or touch tone input to clear security authentication and receive information on claim approvals, claim payments, return to work dates, contact information and other frequently asked questions. The Web system will provide
similar information to claimants and supervisors and will enable service providers to search for claim and claim payment records using a variety of criteria.
Callers may transfer directly from the IVR system to a Sedgwick CMS
service representative for additional assistance during business hours.
Service representatives will see an onscreen summary of the caller’s claim file and IVR inquiries so that conversations can proceed without delay. Callers who request a consultation with a representative outside of business hours may leave messages for a response the next business day.
Sedgwick CMS will demonstrate the IVR system at the Risk and Insurance Management Society Conference (RIMS) in Philadelphia, April 18-21, in booth #321.
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