60 Tips in 60 Minutes: Meet the Panelists of an NWCDC Perennial Favorite

Meet the panelists of one of NWCDC's most anticipated sessions, '60 Tips in 60 Minutes – Avoiding Medical Mismanagement’s Claims Fallout.'
By: | October 2, 2019

When a professional athlete is injured during a game, they’re not even off the field before their trauma is professionally assessed. It’s part of the way that teams protect their valued assets and start planning for recovery immediately. Employers across a broad spectrum of industries can benefit from a similar approach.

Medical mismanagement in the claims process is a hot-button topic at this year’s National Workers’ Compensation & Disability Conference® and Expo.

NWCDC will have prominent industry professionals that know how important it is to utilize cost-containment business strategies pre-injury.


Mismanagement hazards can be anything from knowing when to get an X-ray, to knowing the proper use for medical cannabis.

Seven leaders of top workers’ compensation programs across the country will convene for “60 Tips in 60 Minutes – Avoiding Medical Mismanagement’s Claims Fallout,” to discuss 60 of their best strategies for avoiding improper handling of a claim and ultimately healing workers faster.

The session will take place on Friday, November 8 from 8:30 a.m. to 9:45 a.m.

Kicking off the final day of the conference will be panelists Marcos Iglesias, Kim Radcliffe, Dawn Watkins, Anas Al-Hamwi, Monica Manske, Phil Walls, led by moderator Stuart Colburn.

Marcos Iglesias 

Marcos Iglesias, vice president, chief medical director, Travelers

Dr. Marcos Iglesias, vice president and chief medical director, Travelers, is a physician executive with over 25 years of vast experience including workers’ compensation and disability treatment, evaluation and insurance leadership. He develops innovative disability management solutions that focus on early intervention to return workers to the active, productive, and uncompromised conditions that they were in pre-injury.

Iglesias was also a panelist at last year’s NWCDC, speaking on the complex science behind marijuana and the complications that come with using it for medical and recreational purposes.

“How do you apply [existing research] when you have studies that are 10 years old or even 20 years old? It’s a different drug altogether,” he told R&I in 2018 about the outstanding marijuana debate.

Stuart Colburn

Stuart Colburn, shareholder, Downs Stanford

Attorney Stuart Colburn is a shareholder of law firm Downs Stanford. Together with Iglesias, Colburn presented last year’s popular session, “Marijuana, Workers’ Compensation and Disability: What’s the Science and the Law?”

“Federal law says you are not allowed to pay for marijuana or use marijuana. And yet we have 6 states that require an insurance company to pay for or reimburse an injured worker for marijuana,” Colburn said to R&I prior to the conference. “How do we resolve that conflict for an employer and an insurance company?”

Colburn will act as the moderator for the “60 Tips in 60 Minutes” session.

He has extensive experience in all phases of dispute resolution before the Division of Worker’s Compensation and in district courts across the state of Texas.

He is active in the workers’ compensation community, championing many projects including the education of attorneys, adjusters and employers for workers’ compensation and bad faith allegation. He is certified by the Texas Department of Insurance as a continuing education provider.

To prove his commitment to service, The State Bar of Texas Workers’ Compensation Section awarded Colburn “The Barb-wire Award” for his contributions to workers’ compensation.

Kim Radcliffe 

Kim Radcliffe, senior vice president, clinical operations, One Call

Kim Radcliffe is a 10-year employee of One Call, starting as vice president of clinical operations for Align Networks (now One Call Physical Therapy) in 2006, becoming president of physical therapy in 2014.

Now as senior vice president of clinical, Kim leads a multi-specialty team of experts to focus on comprehensive, patient-centric and injury-specific oversight to ensure the delivery of efficient care and desired results.

“It’s critical that there is some effort at standardization using proven evidence-based recovery paths.So whether it’s a knee injury or a finger injury, the treatment modalities and the providers involved will be different, but the phases of recovery are the same,” said Radcliffe about recovery approaches in April 2019.

She is credited with the creation of Align Networks Gold Standard Review program, a clinical oversight program that monitors quality of care, treatment patterns, utilization and appropriateness of care.

Anas Al-Hamwi 

Anas Al-Hamwi, senior director, health & safety and injury management, Walgreens

Anas Al-Hamwi is the senior director of safety & injury management in Operations for Walgreen Co., the Retail USA division of Walgreens Boots Alliance, the global healthcare organization headquartered in Deerfield, Illinois.

Al-Hamwi is responsible for keeping the company’s employees and customers safe and provide quality treatment and resources for injury recovery.

He is a member of the Risk Management Society, Claims and Litigation Management Alliance, and was recently added to the Board of Directors for the National Safety Council, a nonprofit organization with a mission is to eliminate preventable deaths at work, in homes, communities, and on the road through education and advocacy.

Al-Hamwi earned a Doctor of Medicine Degree from Damascus University in Syria.

Dawn Watkins 

Dawn Watkins, director, integrated disability management, Los Angeles Unified School District

Dawn Watkins is the Director of Integrated Disability Management for the Los Angeles Unified School District (LAUSD); the second largest school district in the nation.

Since 2006, she has led one of the largest self-insured workers’ compensation programs in California for approximately 70,000 employees.

In 2008, Risk & Insurance issued Watkins the “Risk Innovator” award for outstanding leadership and awarded LAUSD with a Teddy Award honorable mention for excellence in workers’ compensation.

“If an employee can’t get the care they need, we will step outside of the system. Our emphasis is on quality wherever it may be,” she told R&I in 2014.

Watkins holds a Bachelor of Science degree, a California Self Insured Administrators certificate, and multiple designations in risk management and human resources. She is a frequent speaker at risk management conferences and events.

Monica Manske 

Monica Manske, senior manager workers’ compensation, employee safety and ergonomics, Rochester Regional Health

Monica Manske is the senior manager of workers’ compensation, employee safety and ergonomics at Rochester Regional Health. She is a 20-year human resources and risk management industry professional.

She spent ten years in the insurance industry before transitioning to the healthcare sector. Through her operational leadership she has overseen workers’ compensation, employee leave and benefit programs, as well as ergonomics and employee safety.

Manske and her team at Rochester Regional Health were recognized for their outstanding commitment to workers’ compensation with a 2017 Teddy Award. They won by taking a specific approach to safety, which will be a similar approach encouraged at NWCDC: engage employees to teach and encourage safe behaviors rather than punishing them for lapses.

Phil Walls 

Phil Walls, chief clinical officer, myMatrixx

Phil Walls is the chief clinical officer for myMatrixx.

He is a clinical pharmacist with over 40 years of experience as pharmacy benefit management and workers’ compensation. He also has expertise in pain management, side effects of medications, managing overutilization, and drug abuse.

Walls was a champion in developing myMatrixx’s clinical program, Get Ahead of the Claim. The program is designed to mitigate risk early in the claim process and provide positive outcomes for injured workers while reducing cost for clients.

“Our approach to formulary management is what we refer to as phase of care,” Walls told Risk and Insurance in 2019.

“Where we’re looking at the point and time of the claim to help our clients make formulary decisions because what is appropriate right after an injury may not be appropriate six months later and vice versa.”

Walls is a published author and frequent speaker on clinical topics in workers’ compensation.

Secure your seat now for this can’t-miss-session, and never mismanage a medical claim again. &

About the National Workers’ Compensation and Disability Conference® & Expo:

As the largest National Workers’ Comp and Disability Conference for more than 25 years, NWCDC offers endless opportunities that will propel your workers’ comp and disability management programs forward.  With the biggest Expo in the industry, you’ll be able to touch, compare and contrast the newest solutions from leading vendors in every category, and gain knowledge on-the-go at in-depth sponsored sessions on the show floor. Additionally, NWCDC offers valuable networking opportunities so you can make important contacts and share strategies with your peers.

You can also customize your learning experience with breakout sessions in six distinct program tracks: Claims Management, Medical Management, Program Management, Disability Management, Legal/Regulatory, and Technology. Plus, you’ll hear from Risk & Insurance’s Teddy Award winners for excellence in lowering workers’ comp risk.

Learn more about NWCDC and special savings for Risk & Insurance® subscribers here.

Emily Spennato is a former staff writer with Risk & Insurance.

More from Risk & Insurance

More from Risk & Insurance

Risk Scenario

The Betrayal of Elizabeth

In this Risk Scenario, Risk & Insurance explores what might happen in the event a telemedicine or similar home health visit violates a patient's privacy. What consequences await when a young girl's tele visit goes viral?
By: | October 12, 2020
Risk Scenarios are created by Risk & Insurance editors along with leading industry partners. The hypothetical, yet realistic stories, showcase emerging risks that can result in significant losses if not properly addressed.

Disclaimer: The events depicted in this scenario are fictitious. Any similarity to any corporation or person, living or dead, is merely coincidental.


Elizabeth Cunningham seemingly had it all. The daughter of two well-established professionals — her father was a personal injury attorney, her mother, also an attorney, had her own estate planning practice — she grew up in a house in Maryland horse country with lots of love and the financial security that can iron out at least some of life’s problems.

Tall, good-looking and talented, Elizabeth was moving through her junior year at the University of Pennsylvania in seemingly good order; check that, very good order, by all appearances.

Her pre-med grades were outstanding. Despite the heavy load of her course work, she’d even managed to place in the Penn Relays in the mile, in the spring of her sophomore season, in May of 2019.

But the winter of 2019/2020 brought challenges, challenges that festered below the surface, known only to her and a couple of close friends.

First came betrayal at the hands of her boyfriend, Tom, right around Thanksgiving. She saw a message pop up on his phone from Rebecca, a young woman she thought was their friend. As it turned out, Rebecca and Tom had been intimate together, and both seemed game to do it again.

Reeling, her holiday mood shattered and her relationship with Tom fractured, Elizabeth was beset by deep feelings of anxiety. As the winter gray became more dense and forbidding, the anxiety grew.

Fed up, she broke up with Tom just after Christmas. What looked like a promising start to 2020 now didn’t feel as joyous.

Right around the end of the year, she plucked a copy of her father’s New York Times from the table in his study. A budding physician, her eyes were drawn to a piece about an outbreak of a highly contagious virus in Wuhan, China.

“Sounds dreadful,” she said to herself.

Within three months, anxiety gnawed at Elizabeth daily as she sat cloistered in her family’s house in Bel Air, Maryland.

It didn’t help matters that her brother, Billy, a high school senior and a constant thorn in her side, was cloistered with her.

She felt like she was suffocating.

One night in early May, feeling shutdown and unable to bring herself to tell her parents about her true condition, Elizabeth reached out to her family physician for help.

Dr. Johnson had been Elizabeth’s doctor for a number of years and, being from a small town, Elizabeth had grown up and gone to school with Dr. Johnson’s son Evan. In fact, back in high school, Evan had asked Elizabeth out once. Not interested, Elizabeth had declined Evan’s advances and did not give this a second thought.

Dr. Johnson’s practice had recently been acquired by a Virginia-based hospital system, Medwell, so when Elizabeth called the office, she was first patched through to Medwell’s receptionist/scheduling service. Within 30 minutes, an online Telehealth consult had been arranged for her to speak directly with Dr. Johnson.

Due to the pandemic, Dr. Johnson called from the office in her home. The doctor was kind. She was practiced.

“So can you tell me what’s going on?” she said.

Elizabeth took a deep breath. She tried to fight what was happening. But she could not. Tears started streaming down her face.

“It’s just… It’s just…” she managed to stammer.

The doctor waited patiently. “It’s okay,” she said. “Just take your time.”

Elizabeth took a deep breath. “It’s like I can’t manage my own mind anymore. It’s nonstop. It won’t turn off…”

More tears streamed down her face.

Patiently, with compassion, the doctor walked Elizabeth through what she might be experiencing. The doctor recommended a follow-up with Medwell’s psychology department.

“Okay,” Elizabeth said, some semblance of relief passing through her.

Unbeknownst to Dr. Johnson, her office door had not been completely closed. During the telehealth call, Evan stopped by his mother’s office to ask her a question. Before knocking he overheard Elizabeth talking and decided to listen in.


As Elizabeth was finding the courage to open up to Dr. Johnson about her psychological condition, Evan was recording her with his smartphone through a crack in the doorway.

Spurred by who knows what — his attraction to her, his irritation at being rejected, the idleness of the COVID quarantine — it really didn’t matter. Evan posted his recording of Elizabeth to his Instagram feed.

#CantManageMyMind, #CrazyGirl, #HelpMeDoctorImBeautiful is just some of what followed.

Elizabeth and Evan were both well-liked and very well connected on social media. The posts, shares and reactions that followed Evan’s digital betrayal numbered in the hundreds. Each one of them a knife into the already troubled soul of Elizabeth Cunningham.

By noon of the following day, her well-connected father unleashed the dogs of war.

Rand Davis, the risk manager for the Medwell Health System, a 15-hospital health care company based in Alexandria, Virginia was just finishing lunch when he got a call from the company’s general counsel, Emily Vittorio.

“Yes?” Rand said. He and Emily were accustomed to being quick and blunt with each other. They didn’t have time for much else.

“I just picked up a notice of intent to sue from a personal injury attorney in Bel Air, Maryland. It seems his daughter was in a teleconference with one of our docs. She was experiencing anxiety, the daughter that is. The doctor’s son recorded the call and posted it to social media.”

“Great. Thanks, kid,” Rand said.

“His attorneys want to initiate a discovery dialogue on Monday,” Emily said.

It was Thursday. Rand’s dreams of slipping onto his fishing boat over the weekend evaporated, just like that. He closed his eyes and tilted his face up to the heavens.

Wasn’t it enough that he and the other members of the C-suite fought tooth and nail to keep thousands of people safe and treat them during the COVID-crisis?

He’d watched the explosion in the use of telemedicine with a mixture of awe and alarm. On the one hand, they were saving lives. On the other hand, they were opening themselves to exposures under the Health Insurance Portability and Accountability Act. He just knew it.

He and his colleagues tried to do the right thing. But what they were doing, overwhelmed as they were, was simply not enough.


Within the space of two weeks, the torture suffered by Elizabeth Cunningham grew into a class action against Medwell.

In addition to the violation of her privacy, the investigation by Mr. Cunningham’s attorneys revealed the following:

Medwell’s telemedicine component, as needed and well-intended as it was, lacked a viable informed consent protocol.

The consultation with Elizabeth, and as it turned out, hundreds of additional patients in Maryland, Pennsylvania and West Virginia, violated telemedicine regulations in all three states.

Numerous practitioners in the system took part in teleconferences with patients in states in which they were not credentialed to provide that service.

Even if Evan hadn’t cracked open Dr. Johnson’s door and surreptitiously recorded her conversation with Elizabeth, the Medwell telehealth system was found to be insecure — yet another violation of HIPAA.

The amount sought in the class action was $100 million. In an era of social inflation, with jury awards that were once unthinkable becoming commonplace, Medwell was standing squarely in the crosshairs of a liability jury decision that was going to devour entire towers of its insurance program.

Adding another layer of certain pain to the equation was that the case would be heard in Baltimore, a jurisdiction where plaintiffs’ attorneys tended to dance out of courtrooms with millions in their pockets.

That fall, Rand sat with his broker on a call with a specialty insurer, talking about renewals of the group’s general liability, cyber and professional liability programs.

“Yeah, we were kind of hoping to keep the increases on all three at less than 25%,” the broker said breezily.

There was a long silence from the underwriters at the other end of the phone.

“To be honest, we’re borderline about being able to offer you any cover at all,” one of the lead underwriters said.

Rand just sat silently and waited for another shoe to drop.

“Well, what can you do?” the broker said, with hope draining from his voice.

The conversation that followed would propel Rand and his broker on the difficult, next to impossible path of trying to find coverage, with general liability underwriters in full retreat, professional liability underwriters looking for double digit increases and cyber underwriters asking very pointed questions about the health system’s risk management.

Elizabeth, a strong young woman with a good support network, would eventually recover from the damage done to her.

Medwell’s relationships with the insurance markets looked like it almost never would. &


Risk & Insurance® partnered with Allied World to produce this scenario. Below are Allied World’s recommendations on how to prevent the losses presented in the scenario. This perspective is not an editorial opinion of Risk & Insurance.®.

The use of telehealth has exponentially accelerated with the advent of COVID-19. Few health care providers were prepared for this shift. Health care organizations should confirm that Telehealth coverage is included in their Medical Professional, General Liability and Cyber policies, and to what extent. Concerns around Telehealth focus on HIPAA compliance and the internal policies in place to meet the federal and state standards and best practices for privacy and quality care. As states open businesses and the crisis abates, will pre-COVID-19 telehealth policies and regulations once again be enforced?

Risk Management Considerations:

The same ethical and standard of care issues around caring for patients face-to-face in an office apply in telehealth settings:

  • maintain a strong patient-physician relationship;
  • protect patient privacy; and
  • seek the best possible outcome.

Telehealth can create challenges around “informed consent.” It is critical to inform patients of the potential benefits and risks of telehealth (including privacy and security), ensure the use of HIPAA compliant platforms and make sure there is a good level of understanding of the scope of telehealth. Providers must be aware of the regulatory and licensure requirements in the state where the patient is located, as well as those of the state in which they are licensed.

A professional and private environment should be maintained for patient privacy and confidentiality. Best practices must be in place and followed. Medical professionals who engage in telehealth should be fully trained in operating the technology. Patients must also be instructed in its use and provided instructions on what to do if there are technical difficulties.

This case study is for illustrative purposes only and is not intended to be a summary of, and does not in any way vary, the actual coverage available to a policyholder under any insurance policy. Actual coverage for specific claims will be determined by the actual policy language and will be based on the specific facts and circumstances of the claim. Consult your insurance advisors or legal counsel for guidance on your organization’s policies and coverage matters and other issues specific to your organization.

This information is provided as a general overview for agents and brokers. Coverage will be underwritten by an insurance subsidiary of Allied World Assurance Company Holdings, Ltd, a Fairfax company (“Allied World”). Such subsidiaries currently carry an A.M. Best rating of “A” (Excellent), a Moody’s rating of “A3” (Good) and a Standard & Poor’s rating of “A-” (Strong), as applicable. Coverage is offered only through licensed agents and brokers. Actual coverage may vary and is subject to policy language as issued. Coverage may not be available in all jurisdictions. Risk management services are provided or arranged through AWAC Services Company, a member company of Allied World. © 2020 Allied World Assurance Company Holdings, Ltd. All rights reserved.

Dan Reynolds is editor-in-chief of Risk & Insurance. He can be reached at [email protected]