Claims managers have a unique responsibility to manage complex claims and it is well recognised that, when equipped with skills, training and awareness related to mental health there are benefits for all stakeholders.
SuperFriend’s Communication Strategies for Claims Managers course promotes trust and drives positive engagements between Claims Managers and the person on claim.
This course provides a great introduction to person-centred communication strategies and includes an Effective Communication framework (OARS – Open questions, Affirmations, Reflections, Summaries) approach and content aligned to FSC Standard 21 .
Participants will gain an understanding of mental health conditions and practical foundational person-centred communication skills to foster rapport, trust and effect positive change with the person on claim.
After completing this course, learners will have an increased awareness of how to impact positive conversations, employ empathetic techniques to build trust, and how to manage challenging interactions using de-escalation strategies.
A workshop can be added following the completion of this course which provides the opportunity to practice and embed the skills learnt in the online modules, giving participants the confidence to de-escalate challenging calls and drive better claims outcomes.
This course includes the following online learning modules specific to claims managers :
- Understanding mental illness (as stipulated in FSC-Standard 21)
- Introduction to person-centred communication
- Managing challenging claims interactions
To complete Communication Strategies for Claims Managers, learners first need to complete the prerequisite course Workplace Mental Health Essentials For All Staff, which must be purchased separately. This course includes the following online modules:
- Introduction to mental health and wellbeing
- Employee legal rights and responsibilities related to mental health
- Peer support
- Building positive relationships
- Looking after yourself
Add on a facilitated workshop
Bundle a facilitated workshop with this course and save! All our workshops can be delivered online or in your workplace, and are led by a SuperFriend workplace mental health expert.