The Tulare County Board of Supervisors convened on May 20, 2025, to address critical issues surrounding employee claims management and customer service engagement, particularly focusing on the performance of CorVel Corporation, the county's third-party administrator (TPA) for workers' compensation claims.

The meeting began with a presentation from Rob, a representative from the county's risk division, who outlined the agenda, which included discussions on risk management services, the role of CorVel, and findings from a recent customer service survey. Rob emphasized the importance of effective claims management, stating that the risk management team acts as a liaison between employees and CorVel, ensuring that workplace injuries are reported promptly and managed efficiently.

Rob detailed the responsibilities of the risk management division, including monitoring open claims, ensuring compliance with state regulations, and facilitating communication between employees and CorVel. He highlighted the need for improvements in customer service, particularly in responsiveness and communication, which were identified as significant concerns in the survey results.

The survey, which received a 25% response rate from current and former employees with open or settled claims, revealed troubling statistics regarding CorVel's performance. Key areas of concern included engagement and medical treatment information, claims process explanations, communication follow-up, and the clarity of workers' compensation benefits. Notably, 61% of respondents reported negative experiences regarding the explanation of benefits, indicating a pressing need for enhanced communication and support from CorVel.

Following Rob's presentation, Michael Corona and Terry Davis from CorVel addressed the board, acknowledging the shortcomings in their service and outlining steps to improve. They discussed the implementation of new communication technologies, including SMS and email capabilities, to enhance engagement with injured workers. Additionally, they announced plans to increase staffing levels to reduce caseloads and improve service quality.

The board members expressed their concerns, with Supervisor Townsend questioning the adequacy of staffing levels and the effectiveness of the proposed changes. Other supervisors echoed the need for accountability and better communication, emphasizing the impact of delays on employee health and county operations.

In conclusion, the meeting underscored the critical need for improved management of workers' compensation claims in Tulare County. The board plans to continue monitoring CorVel's performance closely and has implemented an action plan to enhance communication and responsiveness for employees navigating the claims process. The next audit of CorVel's services is scheduled for October 2025, which will provide further insights into the effectiveness of the changes being made.