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Industry Insights

Paduda: LWCC's Got It Going On

  • State: Louisiana

I was fortunate indeed to attend Louisiana Workers’ Compensation Corporation’s annual provider meeting last week. Well attended, learned a lot, really enjoyed the people and the weather was really nice, too.

Joe Paduda

Joe Paduda

I was blown away by their office building.

It was gorgeous — open, airy, beautifully appointed, welcoming, spacious, high ceilings and a terrific learning center and gym. It can only be wonderful to work in, and it was a delight to experience.

But what really impresses me about LWCC is its people and culture: open and constantly learning, humble and very focused on doing the right thing. Unlike many other workers' comp carriers, LWCC is about as far from arrogantly self-satisfied as it could be. I’ve seen way too many payers suffer from the “if it wasn’t invented here, it didn’t need to be invented” syndrome — secure in the incontrovertible truth that they alone are the BEST.

They, of course, won’t listen or read this. Why waste the time when you’re entirely sure you can’t learn anything from anyone? Especially not a single-state carrier in a not-big state solely focused on a single line.

They might learn — if their customers take them down a notch or several, challenge them to compare their processes and outcomes using objective criteria or call them out on their arrogance.

It is clear that senior management really cares about LWCC’s people and is totally committed to doing the right thing. It listens hard and carefully, and it responds to what it hears. And it shows: The passion and commitment to doing the right thing by every injured worker and every policyholder was front-and-center, evident in every LWCC person there.

They invest in marketing, which is really, really good. A cogent, really well-designed branding strategy designed to link LWCC to its home state; fresh and engaging graphics; a commitment to telling its stories; and a leader who really understands marketing — which is NOT proposal writing, powerpoint editing or letter writing. It is branding, content, design, strategy, pricing, research, community relations and more.

I don’t know of any other workers’ comp entity that does it as well.

What does this mean for you?

Most of the biggest payers in workers' comp can learn a LOT from LWCC. 

Joseph Paduda is co-owner of CompPharma, a consulting firm focused on improving pharmacy programs in workers’ compensation. This column is republished with his permission from his Managed Care Matters blog.

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