November 2013 Employee of the Month

Meet Claims Service Specialist Kate

November Employee of the Month

Does Claims Service Specialist (CSS) Kate deserve to win November Employee of the Month (EOM)?

The answer is a resounding �SiS�!�

This seven-year employee is often called upon to use her Spanish-speaking skills at the Governor�s Hill Customer Service Office, where she offers this expertise willingly and cheerfully.

�The Governor's Hill office - and the Hamilton office before it - has been fortunate to have a hands-on expert in working with the Hispanic population,� said her nominator, CSS Supervisor Karla Massimo.

�Kate was a Spanish language minor at Ohio University. Her degree in sociology and interest in the Spanish-speaking world led to a vast knowledge of the culture and a keen sensitivity to non-English speakers.�

Like so many EOM winners before her, Kate was surprised and flattered to hear of her win.

�I was absolutely honored to win the EOM for November,� she said. �I appreciate being recognized through this program, and I appreciate the person who nominated me!�

As Ohio�s Spanish-speaking population continues to rise, Kate�s language skills and Hispanic expertise grow increasingly important. BWC works with many different cultures on a daily basis, and as an agency we work to communicate using different language forms and documents, as well as the interpreter service.

Although problem solving and assisting injured workers with a successful return to work are her main day-to-day tasks, Karla said that Kate is always willing to take over a conversation with a Spanish-speaking customer if her co-worker is unable to communicate. She�s taken such phone calls, and met personally with both Spanish-speaking injured workers and employers. Kate works to encourage her co-workers to be more sensitive to the Hispanic culture - and all cultures in general. Karla especially admires Kate�s work ethic.

She has never turned away someone who needed help, even though she has her own work,� said Karla. �She has taken time out of her own day to interpret for safety training where the majority of employees were Spanish speaking. She is a caring individual who is ready for the new global work culture.�

But it�s not just Kate�s translation talents that make her our November Employee of the Month. Kate works hard to ensure she�s a well-rounded, well-trained employee. She�s improved her claims management skills by becoming a graduate of Ohio Workers� Comp Generalist and Ohio Injury Management Professional.

Her work, statistically and individually (per claim), is impeccable, according to Karla. �Not only does she work expeditiously but also thoroughly and accurately,� said Karla. �Her IMPEs (injury management performance units) are always within goal and usually at 100 percent. Her claim audits and reviews show that she has a good understanding of claims management. She goes over and above to help customers. Kate also helps co-workers when they are out or in need of additional assistance. She works with the speed and knowledge of someone who has been a CSS much longer than seven years.�

Kate has also stretched herself beyond the CSS role to become an active member of the safety committee and the agency's rehab design team. She�s currently a CORE/PowerSuite ambassador. And even with all these varying responsibilities and tasks, she knows that fairness in her claims work is job one, said Karla.

�Her decisions are well thought out and easily defendable,� said Karla. �She will make sure she has every shred of evidence and has considered all aspects of the claim before her order is ever published.�

Kate said her favorite part of working at BWC is the fact that no two days are exactly the same.

�This gives me the opportunity to continue learning new skills each day,� she said. �I love a good challenge, and learning new practices or skills are a great way to stay engaged with the BWC mission.�

She balances all this with a solid dose of personal ethics, integrity and good-old fashioned cooperation.

�Kate personifies teamwork by helping her backups, those on vacation and those with flexible schedules while juggling her own workload,� said Karla. �The amount of good, credible work she produces is phenomenal.�