602-491-2588
In the restoration industry, building a reliable accounts receivable and restoration insurance billing team can be one of the hardest parts of running your business. It’s also one of the most important aspects of your business that you need to get right. You can have a solid team of technicians, a good marketing strategy, and strong customer relationships, but if your billing process is constantly bogged down by turnover and inefficiency, it can slow everything else to a crawl.
If your restoration company is struggling to build and keep a strong restoration insurance billing team, you’re certainly not alone. At One Claim Solution, we talk to restoration contractors nationwide about their claims billing, and we’ve seen many of them face these same hiring and retention challenges with their restoration insurance billing team. The first step to solving any problem is understanding it, so here are some of the reasons why hiring and retaining employees for these accounts receivable positions can be so challenging.
Even on a good day, the work of a restoration billing team member is tough. Accounts receivable team members often find themselves stuck between two frustrated parties: the contractor who wants to be paid and the insurance adjuster who doesn’t want to pay. They spend their days reviewing line items, submitting documentation, and chasing down responses, often only to be ignored or denied.
To succeed in this job, AR staff have to develop thick skin, stay organized, and have a working knowledge of how to justify a restoration invoice, none of which is easy to come by. It’s emotionally draining and technically demanding. With the right restoration insurance team organization, training, and hiring strategies, it’s easier for accounts receivable employees to succeed in these positions. But without the right support from leadership, it’s not surprising that this kind of role can lead to frequent turnover.
At the end of the day, employees want to feel that they’re doing a good job. Because working on a restoration insurance claims team is so specialized, new employees often have experience in roles that are related (like being an insurance adjuster, office staff for a restoration company, or accounts receivable for a non-restoration company), but not the same as restoration insurance claims work. That means the job often comes with a longer learning curve for new hires. When a restoration company doesn’t have a robust, carefully-designed new hire training process for their restoration insurance billing team, it can leave new hires flailing, feeling unconfident and unfulfilled, driving low new hire retention rates.
In many companies, their restoration insurance billing team is small. This often means that training and managing the position falls to someone in upper management rather than a fellow restoration billing specialist. Some of these managers may be up to the task. But others are not. Successful restoration insurance billing requires an understanding of restoration work, accounts receivable processes, and how they intersect with claims and insurance companies. Without a breadth of expertise in all of those areas, even the most well-meaning manager will struggle to adequately prepare and equip the new hires on their restoration insurance billing team.
Restoration work comes with busy and slow time periods. After all, that’s what happens when a notable portion of your work is influenced by the weather. Your restoration insurance billing team will certainly not be immune to these workload highs and lows. Swinging from overwhelmed to bored can leave your billing team with “whiplash,” leading to higher turnover.
This is one of the hardest drivers of restoration insurance billing turnover to combat. You can’t change the weather, and you only have limited control over when the phone rings. It’s hard to find a staffing model that works when demand changes so quickly. You don’t want to overhire and spend on salary when it’s slow, but you also don’t want your AR staff to get overwhelmed and fall behind when it’s busy. It’s a cycle many restoration companies know all too well. Finding the right team size and solutions to mitigate workload fluctuations can be challenging, but it’s essential to lowering your team’s turnover rate.
At many restoration companies, claims billing is one of the most important roles in the business, but it isn’t the flashiest role. Restoration issuance billing team members aren’t out in the field on jobs or bringing in new leads. It’s easy to see them as “back office” support and for their work to get overlooked. For some accounts receivable employees, feeling undervalued can be the last straw that pushes them out the door.
It’s important to understand that your business doesn’t survive without cash flow. Contractors who don’t understand the value of recognizing their restoration claims billing team often end up paying the price in turnover.
There’s no silver bullet, but some things can help. Creating clear billing processes, investing in training, and supporting your restoration insurance billing team through the inevitable carrier pushback goes a long way. So does making your workload more manageable through smart tools and systems that reduce the time and effort it takes to chase a claim. Read more of our tips for keeping your claims billing team happy.
But if you feel stuck, there’s another option: you can outsource your restoration claims management to a company that’s already built the systems, tools, and team for you.
At One Claim Solution, we’ve spent nearly a decade building and refining a restoration insurance billing team that thrives where others burn out. We’ve created a claims billing operation that can flex with your job volume, handle the tough adjusters, and allow contractors to skip the hassle of internal turnover altogether. Let us take the back-office burden off your plate so you can focus on doing what you do best: helping people recover from property damage disasters. Reach out to One Claim Solution today.
335 E Germann Rd #340
Gilbert, AZ 85297
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!