People to Know

This section focuses on the heart of the workers' compensation industry - its people! We will take the time to get to know these individuals on a personal level and explore their roles and significant contributions to the industry.

Meet Tanya Bouloy, a Risk Management Analyst for the City of Hollywood, Florida, who has been with the city for 24 years and has worked in Human Resources/Risk Management for 10 years. As a Risk Management Analyst, Tanya is responsible for the administration of the city’s claims program, which includes managing workers' compensation, general and auto liability claims, and filing claims for damages against parties who cause damage to city property. Tanya also serves on the board of PRIMA South Florida, where she works with other members to organize and host the annual PRIMA State Conference.

Tanya's favorite part of the job is working with internal and external individuals who are part of the claims team. She values her co-workers in HR/Risk, the thirdparty administrator (TPA), the defense council, her fellow PRIMA board members, and those in the South Florida risk management community who are a constant resource for her. Tanya had never heard of the field of risk management before she started working in it, but now she loves it.

When asked about the skills required for her job, Tanya says maintaining records is the most important as it's impossible to remember everything. She also emphasizes the importance of follow-up and not taking it personally when a claimant becomes irate because their claim has been denied. Tanya has learned the importance of good team members and establishing an amazing network in her career.

Tanya's typical workweek involves checking for new claims and addressing them, general and auto liability roundtable, Risk Management staff meeting, PRIMA board meeting, attending CEUs or other forms of training, facilitating information gathering between adjusters and departments, reviewing medical records, and responding to Requests to Produce from defense council. When asked about the major issues/trends in the field today, Tanya mentions minor injuries that manage to evolve into something serious and end up on the books for years, and claimants who think they know their rights but have no understanding of the applicable legislation.

Apart from her career, Tanya is a certified Open Water SCUBA diver, and during COVID, she learned to crochet via YouTube. She has a lifelong passion for photography and enjoys assembling Lego sets. Tanya takes time in the morning to say out loud things that she is grateful for and gets kisses from her sweet pup. Tanya's biggest strength is maintaining her records and her dependability. When she first meets someone, Tanya tends to look at their shoes, unless they are accompanied by a dog, then the dog gets all her attention. Tanya's most significant learning experience was learning to love herself just the way she is and setting boundaries, which is okay even with family.

Tanya tries to find a balance between her work life and home life by not checking her email often on nights or weekends. Recently, she has instituted quiet time to meditate If she were stuck on a deserted island, Tanya would take her dachshund Gabriel, a knife, and waterproof matches. Looking ahead, Tanya believes that the technology available to us will continue to evolve, and the markets will develop new kinds of coverage in the next five years.

Cheryl Pfeil has been working in the field of corporate safety for the past three years, ensuring that employees work in a safe environment and follow safe work practices. As the Corporate Safety Manager, she helps employees receive appropriate training and assists with injury claims, auto accidents, and other insurance type claims. Cheryl has been with her current employer for 17 years and has an extensive background in accounting and corporate collections, which eventually led to her position in risk management.

Cheryl enjoys helping people and finds every day presents new challenges to work through. Her workweek is never the same day twice, and she’s constantly working on various issues, from employee injuries to training requirements. Her favorite part of the job is assisting people in any way she can.

While Cheryl had never considered working in the safety field, she is glad she found her way. She believes that listening, treating others how you would like to be treated, and being compassionate are the most important skills for her job Cheryl has learned that many things in her field are subject to interpretation, and it’s important to navigate those areas with care

Cheryl is proud of one accomplishment in her career: taking and passing the Workers’ Compensation Board Certification Program offered through the WCCP Association. She believes that Workers’ Compensation is a fascinating program and is always looking to expand her knowledge in her field.

Cheryl enjoys gardening, and her plants are her passion. She also went spelunking in a local underground cave in Florida several years ago, which was a thrilling and scary experience. Cheryl finds inspiration in life through searching, just like many people.

Cheryl’s biggest strength is treating all people with respect. When she meets someone for the first time, she notices their eyes and if they remain engaged during their conversation Cheryl’s most significant learning experience was to better understand commercial drivers’ responsibilities through Smith System Training.

Cheryl finds balancing her work and home life difficult, as she is on call 24/7. But she starts each day by telling herself that today will be good. Cheryl would bring sunscreen, music, and a good book to devour if she were stuck on a deserted island.

In the next five years, Cheryl hopes that the Workers’ Comp industry will become more flexible in treatment providers and that caring, competent providers who realize they are dealing with a person's life and future will be available.

Meet Samantha Higgins, a Data Analyst at Relation Insurance Services, where she is responsible for managing the claims program and creating reports for internal staff, the management team, and clients. With 15 years of experience in data analysis and 10 years at Relation Insurance, Samantha is an expert in managing and analyzing data to assist clients and Relation management in managing their program. She is currently working on a project to connect the claims program and document management system to save staff time.

Samantha's passion for taking large amounts of data and transforming it into a usable format for colleagues and clients is her favorite part of the job. She did not always know that her passion was in data analysis until she became a Training Analyst. Commitment to data integrity and asking the right clarify questions are the most important skills for her job. Samantha has learned that a team made up of people with various skillsets is crucial for success.

In a typical week, Samantha imports payment files, creates reports for management, deals with system issues, and works on special projects for the system. She is responsible for monthly and quarterly reporting to all clients, Relation management, and other outside entities and for any special requested reporting as well The field has changed with technology and the cyber security issues that exist The major issues and trends in the field today are evolving analytical tools and an increase in reporting and data requests.

Outside of work, Samantha grew up on a farm with horses, chickens, goats, dogs, and cats. She is proud of raising two great children and completing her Process Improvement Certification with Six Sigma. The most adventurous thing Samantha has done in her life is relocating from small-town Ohio to Florida as a young adult on her own. She is inspired by those who strive to continually improve themselves and their work product. Samantha's hobbies include growing flowers and vegetables, exercising, and trying new coffee shops.

Samantha starts her day with iced protein coffee and her favorite radio show If she were not too scared, she would love to try skydiving Her biggest strength in the workplace is her commitment to accuracy Samantha notices friendliness when she first meets someone. The most significant learning experience she has had is that a team is made up of varied persons and each one has something to offer. To balance her work life and home life, Samantha practices yoga. She is happiest exploring new areas with her kids.

If Samantha were stuck on a deserted island and could only take three things, she would bring a solar charging cell phone or tablet, sunscreen, and a machete. In five years, she expects Cyber Security issues and protocols to continue to increase as the value of data remains a key commodity. She also anticipates more automation to streamline and standardize processes.

Elizabeth Swonger, a CCMSI Workers’ Compensation Claim Manager, has been managing a team of workers’ compensation supervisors, adjusters, and claim associates since January 2023. Her current projects involve motivating her team to be the best they can be. Swonger’s favorite part of her job is mentoring people and watching them grow. While she didn’t plan on working in this field, she fell in love with it and has been in it ever since. Swonger believes that knowing workers' compensation laws and client relations are key skills for her job. One of the most important lessons she has learned is that there are always two sides to every story, but the truth lies somewhere in the middle.

A typical week in Swonger’s job involves answering questions from not only supervisors, but adjusters and clients. It is fast-paced, but she finds that the week goes by quickly.

Over the years, Swonger has noticed many changes in the industry, including the introduction of technology and finding people who think of workers' compensation as a career and not just a paycheck. Swonger’s proudest career accomplishment is being promoted to claims manager, but she is also proud of her children, who are both amazing young adults. Swonger has done some adventurous things in her life, including holding a shark in Mexico Currently, her children inspire her in life

The best career advice Swonger has received is to never lie, especially in a deposition. In her free time, she enjoys spending time with her best friend and supporting her children with their life goals. Swonger starts her day by jumping right into it once she’s up, and a cup of coffee definitely helps. While she’s always been too scared to try karaoke, Swonger describes herself as empathetic, kind, and compassionate. Her biggest strength is that she never gives up. Swonger notices if they make eye contact when meeting someone for the first time. Her most significant learning experience was stepping into her new role as claims manager.

Swonger tries to find the balance between her work life and home life by logging off and not taking her work home with her When and where she was happiest in her life growing up in a small town in Connecticut where they had horses, chickens, and geese, and occasionally the neighbor's cow would jump their fence.

If Swonger were stuck on a deserted island, she would take her kids, food, and sunscreen. Swonger believes that in five years, everything in the industry will be done remotely, new laws will be in place, and the people in the industry will look different as people who have been in the industry for years retire and the new people are now experienced adjusters.

Our team of skilled physicians fully understands the unique nature of workers’ compensation cases and utilizes the most advanced treatment techniques for shorter recovery times and faster healing.