Managing Work Comp Claims at Chick-fil-A

In this episode of The Comp Effect podcast, host Todd Thams interviews Steve Figliuolo aka “Figs” who is the Senior Risk Manager and in charge of work comp claims at Chick-fil-A Corporate Support Center. He shares his industry experience, his thoughts on managing claims, and how to pay what is owed and defend what isn’t.

Episode Highlights:

  • Steve shares his background. (3:06)
  • Steve mentions one of the first things that attracted him to Chick-fil-A. (7:35)
  • Steve mentions his career in sales and marketing with an investigative company. (13:40)
  • Steve shares his experience working in insurance fraud. (18:51)
  • Steve mentions what’s most interesting about his job at Chick-fil-A. (28:06)
  • Steve mentions how he views their nurse triage line. (33:40)
  • Steve shares what the results have been in the last four years by changing their model from the bureaucratic system to nurse triage. (36:14)
  • How has Steve been able to influence work comp claims? (40:12)
  • Steve explains their onboarding process for new employees. (49:34)

Key Quotes:

  • “It’s an interesting industry, because I don’t know many people that really have ever directly said, I want to be involved in workers comp. And so, I think I’m one of the majority that sort of fell into this career path.”
  • “Advocacy is probably the big buzzword in the industry right now…claim advocacy. But, we just view it as defending our reputation, and if we owe something, then we want to step up, and we want to pay for it. We want our team members to have a pleasant experience.”
  • “I would encourage anyone out there…talk to your peers, talk to other people in the industry and see what works for them and see what doesn’t work for them, and why. You never know what could be successful in your program.”

Resources Mentioned:

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