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If you want to see better results from your restoration claims billing efforts, strengthening your company culture is an important factor that you should not overlook. But how do you strengthen your company culture, especially surrounding claims work? At One Claim Solution, we handle restoration claims billing for restoration contractors every day. We’ve seen what works and what doesn’t. Here are some of our practical steps for strengthening your restoration company’s culture and, as a result, your restoration claims billing.
Remind your team that the purpose of restoration claims work isn’t just paperwork or busywork. The goal is that the company gets paid fairly for the work the team did. All of your company’s documentation and claims billing processes should reflect this end goal.
One easy mistake to make is to emphasize compliance with individual steps over the end goal of getting paid. Of course, when management spends time putting together a thoughtful claims billing process, it’s intended to be followed. But even the best documentation or billing process will not be the best route 100% of the time. Processes that are inflexible can handcuff team members, encouraging them to use the “normal” steps, even when a different route might be more effective for the situation. When your team members feel handcuffed by processes, it lowers morale, harming your overall company’s culture and the effectiveness of your billing.
Josh Ehmke, OCS Co-Founder and General Counsel, says, “I think where processes can fall short… is when people start becoming more task-oriented instead of goal-oriented. What’s the point in the process? Is it to just check a box?… Or are people using the processes in order to enable them to arrive at the final outcome sooner?”
Your processes should be made to serve your team members, not the other way around. Help your team understand the why behind each step and how it serves the end goal of better claims billing. When they see a more effective path to that end goal, encourage them to take it. Giving your team this freedom will help achieve a culture of problem-solving rather than a culture of compliance.
A team that is confused or on different pages is rarely a team with high morale and motivation. When it comes to creating a healthy company culture and successful claims process, investing in training pays off.
Start by documenting your processes. Then, create resources to be shared among the team, ensuring everyone is on the same page when it comes to collecting documentation, submitting paperwork, negotiating with adjusters, and other important parts of the restoration claims billing process.
As you train new team members and provide refresher training to seasoned team members, use real-life examples of claims for restoration jobs your company has completed. Then, tie them back to your internal processes and the resources you have made for your restoration team.
When you take the time to acknowledge the success of team members, it builds a culture of achievement and encouragement, which, in return, helps boost your restoration claims billing success. You can choose to celebrate wins by giving a team member a shoutout in a meeting or treating your team to lunch to thank them for a job well done. No matter the recognition method you choose, taking the time to recognize the efforts of your team will help create a happier work environment.
Make an effort to acknowledge claims that come from a variety of people in a variety of positions. Maybe a tech did an excellent job documenting a tricky job. Or maybe your claims team member successfully negotiated payment for a trickier line item. When you acknowledge wins across the board, it reminds your team that everyone plays a role in your company’s claims success.
For a healthy company culture, you need a foundation of open communication. This communication needs to be able to go both ways: from team members to management and from management to team members. Because of the inherent power imbalance between team members and management, the former will always be the more challenging form of open communication to encourage. So, how do you help technicians and claims billing team members feel comfortable bringing ideas or feedback to management? Begin by encouraging team members to share challenges and ideas. Then, provide them with opportunities to do so. This could look like a one-on-one meeting, asking for employee input on claims billing process improvements, or collaborative team meetings.
How you respond to team members when they share feedback or ideas is important. Try to be open-minded and avoid becoming defensive. Remember that team members and management have the same goals: everyone wants to see the company succeed. Ideally, this conversation will be productive. But if it feels like it is escalating negatively, it’s okay to take a step back and ask to revisit the conversation later. Then, after you have had time to think, you’ll both be able to revisit the conversation with a level head and a spirit of collaboration. Both your relationships and claims billing will benefit from this kind of healthy open communication.
It’s important to hold people responsible for their role in the claims process, while also giving them the tools they need to succeed. There will be mistakes, no matter how good your culture or processes are. Rather than moving straight to blame, try to give team members grace by helping them work toward preventing the same mistakes in the future.
If frustrations with your company’s claims billing are harming the team culture, it may be time to consider outsourcing your restoration claims billing to One Claim Solution. When you hand over your billing to OCS, we take care of everything from submitting claims to negotiating with adjusters. We’ve spent years perfecting our processes and building a strong culture within our company so that we can help our contractors get paid more and paid more quickly. Give us a call today to see if we could be a good fit for your restoration claims billing.
Hi there! I’m Connor, the Account Executive for One Claim. My goal is to guide our contractors through the sales process, ensuring you’re equipped with all the information you need to make your decision and hit the ground running once aboard. We view ourselves as an extension of your business and I strive to make the process an enlightening and consultative one.
My career has primarily been focused in software sales over a few different industries but the last few years were spent helping general contractors solve similar problems to what we’re doing here at OCS! Outside of work, I love spending time with my family, cooking and boating during the summer months.
Hello! I’m Nicole, and I’m here to champion for our employees, recruit for new talent, and impact culture at One Claim Solution. I find satisfaction in supporting a memorable employee experience and bring innovation, problem solving, and strategic view to the process. Nothing is more important than our people, and a healthy culture is my top priority! I have had the pleasure of building my career in various sectors, specializing in small to medium size firms focused on high-growth. My experience is centered around driving and implementing change, leading high-performing teams, and driving process improvements. I am excited to make an impact at One Claim. Outside of work, my family and I enjoy getting outdoors as much as possible to explore beautiful Colorado!
Great to meet you! I’m Elizabeth, and I’m the one behind all the emails and advertisements you’ve been seeing. As the Demand Generation Manager at One Claim Solution, my mission is to connect with contractors like you who need our services. I’m passionate about having an impact on others and I bring a wealth of experience in demand generation and marketing strategy to create moments of delight, curiosity, and education for you.
Prior to One Claim Solution, I had the privilege of building marketing departments from the ground up at companies in a variety of industries, including IT consulting, first protection, and healthcare. Personally, I love being outdoors, playing Dungeons and Dragons and board games, singing, and traveling.
Welcome! I’m Alisha, and I’m here to champion your success as the Director of Contractor Success at One Claim. With a passion for helping contractors thrive, I bring a wealth of experience in onboarding, customer service, and account management to ensure your journey with us is nothing short of exceptional.
Prior to joining One Claim, I had the privilege of scaling SMB and Enterprise Customer Success teams at fast-growing SaaS startups. With over six years of experience at companies like Mavenlink, Teamwork, and ServiceTitan, I honed my expertise in building high-performing teams and fostering proactive, consultative relationships. This background has equipped me with a deep understanding of the challenges faced by businesses like yours, and I’m dedicated to helping you overcome them.
Hi there, my name is Eric! I am the Chief Technology Officer here at OCS, spearheading our technical strategy. I have a background in computer science, graduating cum laude from BYU-Idaho with a Bachelor’s degree in Computer Information Technology.
Before coming to One Claim, I served as the Director of Engineering at Slingshot Technology, Inc., a company later acquired by WorkWave in 2021. My professional journey has spanned both emerging startups and established corporations, with a steadfast focus on cultivating high-trust, low bureaucracy teams and innovating technology using agile methodologies.
In my free time, you can find me flying drones, enjoying the outdoors, and spending time with my family.
Hello, my name is Cam, I’m the COO of One Claim Solution! I come from a management consulting background (Bain & Company) and hold an MBA from the University of Michigan. I have worked at a wide variety of organizations, from Fortune 500 to small-cap, in an equally wide variety of industries. I have over 15 years of experience in operations and strategic growth, and I have spent much of my career focused on developing high-performing tech-enabled service organizations through early stage and high growth phases.
Outside of work, my wife Brittny and I have four kids, ages 13 to 6. As residents of Mesa, Arizona, we love to ski and explore the national parks of the southwest!
Hello, my name is Dan, and I am the CEO of One Claim Solution. I am super excited by everything we are doing at OCS to be the market leading insurance billing specialist that advocates on behalf of our restoration contractors.
My professional experiences are predominantly corporate in nature. My career started at General Electric in finance and accounting. Immediately prior to joining OCS, I spent time as an investor at Bondcliff Partners and management consultant with Bain & Company. I also hold an MBA from the Kellogg School of Management at Northwestern University and got my BS in finance and accounting from Northeastern University.
Outside of the office, I enjoy spending time with my wife, two young children, and our family dog, Whiskey. We live in Charleston, SC and take advantage of the beautiful weather by spending as much time as possible outside at the beach or adventuring around town
Hi, I’m Josh! In 2016, I co-founded One Claim Solution with my partner Jeremy Traasdahl, and I serve as General Counsel of One Claim Solution. Working in the restoration industry, Jeremy and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to see our company grow and to advocate for our clients as general counsel.
Outside of my passion for helping the restoration industry, I enjoy spending time outdoors, fly-fishing, hunting, skiing, and coaching my kids’ baseball teams. I’ve been married to my amazing wife for 20 years and we have a beautiful family of 5 children.
Hey, I’m Jeremy! In 2016, I co-founded One Claim Solution with my partner Josh Ehmke. Working in the restoration industry, Josh and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to lead our amazing team.
Prior to One Claim Solution, I started my career as an inside sales rep for Avnet, then moved to Pepsico as a district sales manager. Outside of work, I love spending time with my wife and four children, two boys and two girls!