Workers Compensation Desk Reset

I have been meaning to write an article on this topic for some time. Resetting a desk due to a new role or inheriting a large amount of files is common in the industry. This article is an explanation of how I personally deal with a sudden increase in work or overdue tasks.

Managing a workers’ compensation desk can be overwhelming, especially when inheriting a backlog of claims or struggling with overdue tasks. However, with a structured approach, you can regain control, improve efficiency, and reduce stress. Here’s a step-by-step guide to resetting your desk and creating a more manageable workflow.

Step 1: Assess the Situation

Before taking any action, you need a clear understanding of your workload. Identify your priorities and categorize tasks based on urgency and impact.

How to Assess Your Desk Efficiently:

1. Export a list of all assigned claims – Use your system’s reporting tools to pull a comprehensive list.
2. Sort claims by key factors:

• Ongoing lost time payments

• Active litigation

• Pending medical-legal reports

3. Identify high-priority tasks: Focus first on indemnity payments, tasks that could incur penalties, and initial statements.

Taking the time to assess your situation upfront will help you create a targeted action plan.

Step 2: Create a Realistic Action Plan

Once you have a clear picture of your workload, develop a step-by-step strategy to tackle the most critical tasks first.

Tips for an Effective Plan:

• Start with the highest-impact tasks – For example, overdue payments not only create compliance risks but also trigger multiple system alerts and diaries. Prioritize clearing them first.
• Work in focused time blocks – Set aside at least one hour each morning to address overdue tasks distraction-free (phone off, email notifications muted).
• Balance new and old tasks – After addressing urgent backlogs, shift to current claims (new losses, initial statements) to prevent them from becoming overdue.

By working from both ends—reducing old tasks while keeping up with new ones—you’ll gradually regain control over your desk. Writing down “I want to close all the inactive claims and pay all the late payments by tomorrow” is not realistic. Instead focus on what can optimally be tackled by what is easiest and most impactful.

Step 3: Commit to Your Plan (Even with Interruptions)

Claims handling is unpredictable. You’ll receive calls, urgent emails, and unexpected requests throughout the day. The key is learning how to handle these interruptions while staying on track.

How to Stay Focused:

• Acknowledge and resolve interruptions quickly – If a claimant calls about a payment, address their concern, document the conversation, and immediately return to your prior task.
• Avoid getting sidetracked – Don’t let one unexpected task derail your entire workflow. If an issue isn’t truly urgent, schedule time to handle it later.
• Use task lists to stay on course – Keep a running list of where you left off so you can easily resume work after interruptions.

The more disciplined you are in returning to your plan, the faster you’ll see results.

Step 4: Track Your Progress

When dealing with a large backlog, it’s easy to feel like you’re not making progress. That’s why tracking your accomplishments is essential.

Ways to Measure Improvement:

• Monitor your task count – Take note of how many open tasks you have at the start and end of each day. Seeing even small reductions can be motivating.
• Celebrate milestones – If you clear a significant number of overdue claims, recognize that win! Small victories add up.
• Focus on progress, not perfection – Just like weight loss, some days may not show visible results, but consistency will eventually lead to success.

Seeing your workload shrink over time will reinforce that your plan is working. I have successfully used this method when I have changed jobs, received a bulk reassign, or come back from maternity leave. All of these would trigger a significant amount of work to reacquaint myself with the claims desk.

Step 5: Evaluate Effectiveness

Even the best adjusters sometimes need support. If you’re struggling to make progress, tap into your team’s knowledge.

How to Find Efficiencies:

• Ask experienced coworkers for time-saving tips – Others may have shortcuts for summarizing medical reports, useful templates for documentation, or tricks for navigating the claims system more efficiently.
• Seek guidance from your team lead – If the backlog is unmanageable, they may be able to reassign certain tasks or provide additional resources.
• Use technology to your advantage – Explore automation features in your claims system to streamline repetitive tasks, or use the monthly calendar view to space out your tasks in the future so they are most efficient.

No one expects you to fix a chaotic desk alone—collaboration can help you get there faster.

Re-Evaluate If You’re Not Making Progress

If your backlog isn’t improving despite your best efforts, it’s time to reassess. Sometimes, a desk is simply unmanageable.

Signs It’s Time for a Change:

• You’re consistently working late nights or weekends just to stay afloat.
• The workload remains overwhelming despite optimized processes.
• Leadership is unresponsive to requests for help or redistribution of work.

I once had a coworker who told me she worked every Sunday just to keep up. That was my wake-up call—I couldn’t sacrifice weekends with my young children just to maintain a desk. If your job is negatively impacting your well-being, it may be time to explore other opportunities.

Final Thoughts: Take Control of Your Desk, Not the Other Way Around

Resetting a workers’ compensation desk takes patience, strategy, and discipline. By assessing your workload, prioritizing tasks, staying focused, tracking progress, and leveraging support, you can regain control and create a sustainable workflow.

And if you find that no amount of efficiency can fix an unrealistic workload? Know your limits and advocate for yourself. Your career should support your life, not consume it.