Impact of Remote Work in Claims

LinkedIn News recently posted an article recently asking us where we would prefer to work (see https://www.dhirubhai.net/feed/update/urn:li:activity:7125585699176656896/)

My view of remote work has really rollercoastered (is that a word?) over the last 3 years. In March of 2020 when the mandatory 'shelter in place' order hit I was convinced the company would completely collapse with everyone working at home. It didn't, obviously. And to my surprise we actually flourished. Working, managing and leading in a remote environment definitely had it's nuances and how we worked, managed and led in office wasn't 100% applicable to how we could successfully work, manage and lead in a remote environment. But we adapted and actually thrived. I changed my tune and was pro-remote work. Then the first speed bump appeared. New hires. Or more specifically, new to the industry hires. I was back in the valley again.

Thinking back through your schooling would you say that book learning fully prepared you to be an effective performer in the workplace? Depending on the actual role, it might. But in my industry (insurance claims) there is no amount of book learning that can make you fully effective to adjust claims in every scenario you might face. I learned how to navigate my way through increasingly more complex claim work by talking to my co-worker over the wall, or across the hall. I leveraged my proximity to seasoned professionals by engaging in conversations with them and talking through 'what-if' scenarios and learning my craft from some of the industry's best. Those conversations were facilitated because of my proximity to them, by bumping into them in the break room, or hallway just by stopping by and saying 'hello.' I get that remote work can also help with this, but it's generally done on the back of an existing relationship or proximity to each other. And the lack of 'rubbing shoulders' with other seasoned professionals start to show in the slow developing expertise of our new hires. They did not grow in professional acumen as fast as our new hires pre-pandemic. And with each passing year of retirements, those seasoned professionals are leaving the business and our group of 'professionally young' people haven't established the relationships to the depth needed to fill the knowledge gap that is growing.

Even when a 'new hire' comes in as a polished professional there are corporate cultural differences that have to be learned. Think of it as 'learning the ropes' at the new company a la., 'how things are done around here.' I also sense that the pre-pandemic culture of a company is not the same as the post-pandemic culture for the most part. It has changed. That might not be a bad thing, but it has changed.

Don't get me wrong, I enjoy work from home and as a leader I have learned how to lead remotely. I just see this 'new hire knowledge gap' and 'enculturalization issue' as obstacles we still haven't fully learned to overcome. I don't see them as complete blockers to remote work. But I do think they keep our industry from being as effective as we can be with the type of support and professional development that is needed. I have the rollercoaster lap bar down across my legs and I'm hanging on enjoying the remote work ride right now. Can't wait to see what's around the next turn.