Risk Management

The Profession

Mary Anne Hilliard has served in several risk management and safety positions with Children’s National, and says keeping kids safe and healthy is a fulfilling reward.
By: | November 2, 2016 • 4 min read

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R&I What was your first job?

I got my first real job at the age of 14 working for Burger King in Coral Springs, Fla. Coming out of college, I was a registered nurse here at Children’s National in the adolescent unit.

R&I How did you come to work in risk management?

I wanted to build on my nursing career. I was thinking of being a nurse practitioner but my roommate was studying for the bar, and I thought that would be an interesting combination, so I ended up going to law school. When I graduated, I worked at a law firm in Washington DC, Jackson and Campbell, PC, where I practiced health law with a concentration on malpractice defense litigation. Children’s National, one of our clients, recruited me back in-house.

R&I What is the risk management community doing right?

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We’ve focused our risk management approach on building trust by doing the right thing.  Two important examples include our approach to disclosure and our focus on prevention as the best way to manage risk.  Many times that means focusing our safety efforts on the prevention of negligence-based injury.

R&I What could the risk management community be doing a better job of?

Risk managers need to make sure they are keeping up with needs as they relate to new business models and new payment models in health care. As we make the shift from volume-based to value-based care, risk managers will need to refocus and make sure they’re appropriately managing new risks. … For example, the current incentives are modeled to keep people well so they don’t get admitted to the hospital, but what if someone needs to be admitted, and we’re too slow to do it because we’re trying to reduce readmissions? We can help health care providers change their business model without having to learn the hard way.

R&I What’s been the biggest change in the risk management and insurance industry since you’ve been in it?

Doing the right thing. That will always be the hardest part about working in risk. The phone rings when something has gone wrong. I joke with my team that being in risk management is like working in a kitchen: It’s always hot!  That’s why we risk managers have to stick together and share strategies for success.

R&I What emerging commercial risk most concerns you?

In health care, it’s the consolidation in the marketplace and the shift to value-based care and consumerism. As it relates to traditional malpractice exposure, the biggest risk is probably IT-related risks and cyber exposure.

R&I Are you optimistic about the U.S. economy or pessimistic and why?

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I’m optimistic because America is a great country with a solid foundation around individual rights and freedom. Sometimes the press and politics can cause us to lose sight of that. But we still lead the way in many domains.

R&I Who is your mentor and why?

Dominic Colaizzo from Aon, because he taught me that the best way to manage risk is to do the right thing — especially after you’ve done the wrong thing. After you’ve done a great job with prevention, then you focus on buying insurance from a company that you trust.

R&I What have you accomplished that you are proudest of?

The team at Children’s National was able to reduce our rate of serious safety events by greater than 80 percent. And we’ve sustained that for nearly a decade.

R&I How many emails do you get in a day?

I get about 200. I answer 150, and spend too many weekends catching up!

R&I What is your favorite book or movie?

I recently enjoyed “Positive Intelligence” by Shirzad Chamine. It’s a great read for everyone looking for life balance and for risk managers looking for strategies to stay cool in the kitchen!

R&I What’s the best restaurant you’ve ever eaten at?

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I love this little Italian place called Pulcinella that’s right in my neighborhood. They know my family by name and they have great pizza.

R&I What is your favorite drink?

Beer. Sam Adams.

R&I What is the most unusual/interesting place you have ever visited?

I just came back from Donegal, Ireland, where I visited some old Irish relatives. I saw the site where my grandfather’s house had been. My kids were with me, and it was an amazing experience.

R&I What is the riskiest activity you ever engaged in?

Running with headphones. I’ve had some close calls with that. But it’s a risk worth taking because it keeps me physically and mentally healthy.

R&I What about this work do you find the most fulfilling or rewarding?

The rewarding part of working in pediatric health care is being part of a team that takes care of kids.

R&I What do your friends and family think you do?

They’re not really sure. They know I work in a hospital and that I get a lot of calls at weird times, and that I love what I do. &




Katie Siegel is an associate editor at Risk & Insurance®. She can be reached at [email protected]

More from Risk & Insurance

More from Risk & Insurance

Risk Management

The Profession

After 20 years in the business, Navy Pier’s Director of Risk Management values her relationships in the industry more than ever.
By: | June 1, 2017 • 4 min read

R&I: What was your first job?

Working at Dominick’s Finer Foods bagging groceries. Shortly after I was hired, I was promoted to [cashier] and then to a management position. It taught me great responsibility and it helped me develop the leadership skills I still carry today.

R&I: How did you come to work in risk management?

While working for Hyatt Regency McCormick Place Hotel, one of my responsibilities was to oversee the administration of claims. This led to a business relationship with the director of risk management of the organization who actually owned the property. Ultimately, a position became available in her department and the rest is history.

R&I: What is the risk management community doing right?

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The risk management community is doing a phenomenal job in professional development and creating great opportunities for risk managers to network. The development of relationships in this industry is vitally important and by providing opportunities for risk managers to come together and speak about their experiences and challenges is what enables many of us to be able to do our jobs even more effectively.

R&I: What could the risk management community be doing a better job of?

Attracting, educating and retaining young talent. There is this preconceived notion that the insurance industry and risk management are boring and there could be nothing further from the truth.

R&I: What’s been the biggest change in the risk management and insurance industry since you’ve been in it?

In my 20 years in the industry, the biggest change in risk management and the insurance industry are the various types of risk we look to insure against. Many risks that exist today were not even on our radar 20 years ago.

Gina Kirchner, director of risk management, Navy Pier Inc.

R&I: What insurance carrier do you have the highest opinion of?

FM Global. They have been our property carrier for a great number of years and in my opinion are the best in the business.

R&I: Are you optimistic about the US economy or pessimistic and why?

I am optimistic that policies will be put in place with the new administration that will be good for the economy and business.

R&I: What emerging commercial risk most concerns you?

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The commercial risks that are of most concern to me are cyber risks, business interruption, and any form of a health epidemic on a global scale. We are dealing with new exposures and new risks that we are truly not ready for.

R&I: Who is your mentor and why?

My mother has played a significant role in shaping my ideals and values. She truly instilled a very strong work ethic in me. However, there are many men and women in business who have mentored me and have had a significant impact on me and my career as well.

R&I: What have you accomplished that you are proudest of?

I am most proud of making the decision a couple of years ago to return to school and obtain my [MBA]. It took a lot of prayer, dedication and determination to accomplish this while still working a full time job, being involved in my church, studying abroad and maintaining a household.

R&I: What is your favorite book or movie?

“Heaven Is For Real” by Todd Burpo and Lynn Vincent. I loved the book and the movie.

R&I: What’s the best restaurant you’ve ever eaten at?

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A French restaurant in Paris, France named Les Noces de Jeannette Restaurant à Paris. It was the most amazing food and brings back such great memories.

R&I: What is the most unusual/interesting place you have ever visited?

Israel. My husband and I just returned a few days ago and spent time in Jerusalem, Nazareth, Jericho and Jordan. It was an absolutely amazing experience. We did everything from riding camels to taking boat rides on the Sea of Galilee to attending concerts sitting on the Temple steps. The trip was absolutely life changing.

R&I: What is the riskiest activity you ever engaged in?

Many, many years ago … I went parasailing in the Caribbean. I had a great experience and didn’t think about the risk at the time because I was young, single and free. Looking back, I don’t know that I would make the same decision today.

R&I: What about this work do you find the most fulfilling or rewarding?

I would have to say the relationships and partnerships I have developed with insurance carriers, brokers and other professionals in the industry. To have wonderful working relationships with such a vast array of talented individuals who are so knowledgeable and to have some of those relationships develop into true friendships is very rewarding.

R&I: What do your friends and family think you do?

My friends and family have a general idea that my position involves claims and insurance. However, I don’t think they fully understand the magnitude of my responsibilities and the direct impact it has on my organization, which experiences more than 9 million visitors a year.




Katie Siegel is an associate editor at Risk & Insurance®. She can be reached at [email protected]