As a veteran risk manager, Kathleen
Peck was brought in to help MVP
Staffing come to grips with serious
problems: Workers’ compensation
claims were five or six times the
normal rate, with far too few workers
returning to the job after an injury.
Seeking out the root cause, what she
discovered brought to mind the classic
Agatha Christie mystery “Murder on
the Orient Express,” because everyone
Peck found problems everywhere.
Some client companies were placing
temporary workers in potentially
dangerous situations; some workers
seemed more interested in getting hurt
and filing claims than in productive
employment; claims managers were
unable to cope; and underwriters were
All this at a staffing company that
would place tens of thousands of
employees each day.
“We were faced with some
predatory employers who did not care
about their temporary employees,”
“The previous team here did not
have a strong risk management or
claims background, and the legacy
carrier just sat on their hands and cut
Peck cleaned house. Of the 17
people in her group when she started,
only two remain. Her predecessor had
already ended the relationship with
the legacy carrier, so Peck had to close
cases with the old one and find a new
one better aligned with the company’s
She instituted a strict new return-to-work policy based around light duty
and professional nursing oversight.
“Kathleen is passionate,” said Pat
McSay, a registered nurse and area
sales manager for Genex Services,
the managed-care provider that Peck
brought in. She also has a clear and
detailed vision of what it will take to
meet her goals.
“Based on her many years in
Restructuring the Way Out of Claims Chaos
workers’ comp, she knows the tools
and knows which ones will work. I
had supervisors who said, ‘Well, she
is going to need other things …’
Kathleen was polite but firm and
clear about what she needed. She was
precise. She stresses teamwork and
communication, and not only does she
listen to feedback, she implements it
when it makes sense.”
Peck has had great success with the
light-duty return-to-work program.
“My team assesses each case. If their
previous employment placement
cannot accommodate them, they go
to Genex. We can work with any
restriction, we just need the release
from the doctor. We want to get into
the return-to-work mindset before
anyone settles into the disability
mindset. Usually we have a light-duty
job offer within 48 hours.”
Nonprofits are an excellent fit for
light duty, said Peck.
“They are happy to have anyone,
and can work with restrictions,” she
said. Employees can refuse a nonprofit
placement, but a rejection allows MVP
to move to close the claim.
—Gregory DL Morris
For a staffing company with claims out of control, Kathleen Peck tore the program
down and built it back up to achieve success.
“We can work with any restriction,
we just need the release from the
doctor. We want to get into the
return-to-work mindset before
anyone settles into the disability
— Kathleen Peck, director of risk management,
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