It takes people with a unique mix of skills and experience to successfully handle complex healthcare subrogation matters involving third-party payers. Health plans that don’t have the right professional resources to identify and pursue recovery opportunities run the risk of leaving millions on the table.
Recruiting and retaining top-tier subrogation talent can be challenging but well worth the effort. Here are some insights and advice on finding the right subrogation staff, based on a recent survey of healthcare subrogation experts.
1. Subrogation experience is important but not critical
When it comes to prior work experience, front-line professionals agree that 1-4 years of experience provides a firm foundation.
What you might find surprising is that past subrogation experience is not the most important hiring criteria. Candidates with experience in related fields such as legal, claims, property and casualty, or medical coding typically have what it takes to review and understand complex medical claims.
Subrogation professionals also agree that regardless of industry affiliations, candidates should have top-notch organizational, multi-tasking, customer service, and communication skills. Additionally, the most successful subrogation specialists are good investigators, analysts, and critical thinkers who can navigate the “gray areas” to solve problems creatively. Solid relationship-building skills and a positive attitude are also must-haves to help subrogation professionals successfully negotiate for their share of limited recovery dollars.
2. Cast a wider net
In today’s tight job market, companies may have to look outside their industries and geographic regions to find top talent. Thanks to technology, more healthcare companies can offer remote work opportunities that will attract the best and brightest from across the country.
The medical and legal fields are good sources for high-quality candidates with transferable skills, since they already understand concepts used in subrogation. Often, healthcare companies can find new talent for entry-level positions at college career fairs. Look for students with backgrounds in legal studies, paralegal, and political science.
Law firms are filled with professionals who can easily apply their personal injury, class action, contracts, property and casualty, health, disability, and reinsurance claims experience to a career in healthcare subrogation. Insurance companies are also a good source of employees who already speak legalese and have mastered case management, handling multiple files at once, and reviewing medical claims.
3. Look beyond the resume
Once you find qualified candidates, you can use pre-screening tests and assessments as well as interviews to determine if someone will be a good fit for your organization. A multitude of online test sites offer customizable tools to measure everything from aptitude and attitude to role-specific knowledge and skills.
Assessments are good predictors of performance and offer insights to a candidate’s likelihood of job success as well as cultural indicators, such as honesty, discipline, and reliability. They can also help you make unbiased employment decisions based on quantifiable data.
Behavioral or problem-solving interviews that examine candidates’ past experiences or present real or simulated problems to solve will reveal insights into candidates’ thought processes, problem-solving skills, and ability to think clearly under pressure. Meanwhile, planned or structured interviews that present the same set of questions to everyone help level the playing field and call out the clear winners.
4. Set employees up for success
Congratulations! After a lot of time and effort, you found the right talent. So how can you keep them with you for the long haul?
Training is a good start to set new hires up for success and help more experienced employees advance their careers. Classroom training can cover in-house case management systems, procedures, and other basics. Side-by-side shadowing provides more in-depth exposure to practical applications. And mentoring is a great way for employees to get immediate feedback and learn tips and tricks of the trade.
5. Follow the leaders
Front-line subrogation specialists say that culture is a key to employee satisfaction. Adobe, Google, Southwest Airlines, and other highly sought-after employers have turned their culture into a competitive advantage by offering a combination of work, lifestyle, and monetary rewards. Challenging work assignments; empowering employees to go the extra mile to help customers; and perks like flexible working hours, on-site gyms, and even dog-friendly workplaces are incentives that the companies use to encourage loyalty.
Don’t forget rewards and recognition. Many subrogation associates see themselves as having a long-term career in the industry. Those who have a defined career path and feel valued are more likely to spend their career with you. Money can be a good motivator, but sometimes all it takes is a shout-out on the company website or positive feedback from an executive to encourage and inspire employee loyalty.
Collaborate with the experts
Even health plans with the best subrogation specialists can benefit from Discovery Health Partners’ deep expertise, advanced technologies, and data-driven approach. Find out how we can help health plans improve their recovery efforts on our Subrogation solutions page.