In this installment of Preferred’s Partner Spotlight, we feature Viviane Ruiz, President of Workers’ Comp & Medical Management at PGCS, a Davies company. Check it out and learn why Viviane values the collaboration and shared commitment to excellence she experiences with the Preferred and PRU Florida team. Also learn what she likes best about working with Preferred members!
Tell us about yourself
My name is Viviane Ruiz, and I serve as the President of Workers’ Comp & Medical Management at PGCS, a Davies company. While my career in claims spans over 15 years, my foundation is in technology—a nontraditional path that has shaped the way I approach problem-solving and operational strategy. This background allows me to think differently about workflows, efficiency and how we integrate scalable solutions into our day-to-day operations.
At PGCS/Davies, I lead the TPA Claims and Medical Management operations for our Casualty lines. My team is responsible for delivering innovative, outcome-driven solutions across Property & Casualty claims, medical management, return-to-work programs and more. I oversee strategic growth, client retention, and service delivery, ensuring that our operations are aligned with the evolving needs of our clients and the industry.
I’m deeply passionate about transparency, collaboration and leveraging technology to drive operational excellence. My role also includes cultivating high-performing teams and fostering long-term relationships with clients, providers and stakeholders. I believe in leading with purpose and empowering others to deliver meaningful results.
What is your role as it pertains to Preferred members?
My role is to ensure that Preferred members receive exceptional claims services from start to finish. I oversee PGCS, which serves as the dedicated claims operations arm for Preferred, providing specialized teams that manage claims with precision, empathy and care.
I work closely with PRU Florida to ensure our goals are aligned and that our service model reflects the values and expectations of the Preferred program. As part of the PGCS leadership and the TPA for Preferred, I’m responsible for managing the full lifecycle of workers’ compensation claims—from initial reporting to resolution. This includes implementing cost containment strategies, maintaining a strong vendor and medical network, ensuring compliance, and integrating all ancillary services needed to support successful outcomes.
My goal is to make the claims experience seamless, efficient and impactful—for both the member and the claimant.
What do you like best about working for the Preferred/PRU Florida team?
The collaboration and shared commitment to excellence. The PRU Florida team sets a high standard for performance, innovation and accountability. What I value most is the transparency and trust we’ve built as partners. There’s a mutual dedication to doing what’s best for Preferred members, and that shared purpose drives everything we do. I appreciate the open dialogue, the willingness to challenge the status quo, and the genuine desire to continuously improve.
What do you like best about working with Preferred members?
Preferred members are engaged, forward-thinking and truly invested in their claims outcomes. They bring a proactive mindset and a collaborative spirit that allows us to share innovation into the claim process. I value their openness to new ideas and their trust in our team to deliver results that matter.
What differentiates PGCS and Preferred from others?
PGCS and PRU Florida stand out for their personalized approach, responsiveness and relentless focus on continuous improvement. We don’t just manage claims—we build relationships, foster accountability, and prioritize outcomes that benefit both the member and the injured worker.
Our teams are empowered to act with urgency and empathy, and we take pride in being a trusted partner that delivers consistent, high-quality service. Whether it’s through technology, process innovation, or human connection, we’re always looking for ways to elevate the experience and drive better results.
How has the transition to Davies benefited Preferred members?
Davies is a claims operation, and the transition to Davies has brought a focus to the claims process. Additionally, it brought expanded resources, enhanced technology and access to a broader network of expertise. While Preferred members continue to receive the same high level of dedication and service from PGCS, they now benefit from a more integrated service model, increased agility and a renewed focus on innovation.
Davies’ support in digital transformation is allowing us to scale our capabilities, offer new technical products, while maintaining the personalized service that Preferred members expect. This evolution is making us more proactive, more connected, and better equipped to deliver exceptional outcomes in an ever-changing landscape.
