Lisa Shoaff: Claims Supervisor at CCMSI.

Lisa Shoaff is a woman of many titles: wife, mother to three, grandmother to two, and Claims Supervisor at CCMSI. With 14 years of experience in the workers' compensation industry, Lisa leads a team of four lost time adjusters and three trainees, embodying leadership with empathy, patience, and a love for mentorship.

Lisa's journey into workers' compensation was serendipitous. “My brother-in-law worked for another TPA, and his company needed help sorting through electronic mail during a claims transfer,” she recalls. Initially hired for administrative support, her potential was quickly recognized, and she was offered a spot in the adjuster training program. While Lisa originally aspired to be a teacher, she found her calling in workers' compensation, a field she now deeply loves.

No two days are the same for Lisa, but her primary focus is on supporting her team. “I review claims, assist adjusters with their questions, and help find effective solutions when issues arise,” she explains. Her favorite part of the job? Mentoring.

“Teaching is in my nature. I love learning new things and sharing that knowledge with my team. Being part of our Level Up program and helping train the next generation of adjusters is incredibly rewarding.”

For Lisa, the camaraderie of her colleagues is what keeps her logging in every day. “Claims work is similar no matter where you are; we all follow the same laws and regulations. But it’s the positive atmosphere created by coworkers that makes work truly rewarding,” she shares.

As a woman leader, Lisa brings a unique perspective to her role. “Empathy is essential. We’re supporting individuals facing injuries and potential income loss, which is a challenging time in their lives. At the same time, our adjusters may be navigating their own personal struggles. Approaching my role with understanding, almost like a motherly perspective, has helped me support my team effectively.”

Lisa also emphasizes the importance of women empowering each other. “When we act as a team and unite, we achieve our best outcomes. It’s through solidarity that we truly succeed.” One of the biggest challenges Lisa sees in the industry is the wave of experienced adjusters nearing retirement. “They hold a wealth of knowledge, and as they leave, we risk losing valuable insights. It’s essential to pass this knowledge to the next generation.”

Another significant shift has been the post-COVID work environment. “We’ve transitioned from in-office collaboration to virtual connections through platforms like Teams and Zoom. It’s a different dynamic, but we’ve adapted.”

For Lisa, balance comes down to organization and prioritization. “I often put in extra hours during the weekdays to keep my weekends free for family time. Staying organized is key to making it work,” she says. Family is central to Lisa’s life, and her greatest accomplishment is her children. “They mean everything to me, and I’m incredibly proud of the adults they’ve become.” Lisa’s approach to her career is shaped by advice she received early on: “Claims aren’t always black and white; they’re full of shades of gray. It’s about making a decision and choosing the path you’ll take.” This wisdom has guided her through the complexities of claims management and leadership.

Lisa finds joy in the little things, like crafting with friends or spending time with her grandkids. “They make me smile the most,” she says warmly. She’s also inspired by her father, who is currently battling cancer with unwavering positivity. “He’s facing his third bout with cancer, and his strength is incredibly inspiring.”

When asked what change she’d make in the workers' compensation industry, Lisa highlights the importance of guiding employers. “Providing employers with guidance on reporting claims and directing care can set the tone for the entire claim process,” she explains.

Lisa Shoaff’s story is one of resilience, empathy, and a deep commitment to mentorship. Whether she’s collaborating with her team, training the next generation of adjusters, or simply enjoying time with her family, Lisa embodies the values of leadership, compassion, and lifelong learning.