Case Manager
3 days ago
Overview:
We are seeking a fully bilingual (English/French) Case Manager for hybrid roles based in Ottawa and Montreal (starting in the new year). This position offers excellent benefits, competitive compensation ($70-73K base salary, 6% bonus, 3% RRSP), and an opportunity to work in a dynamic, client-focused environment.
Key Responsibilities:
- Claims Management:
- Review submitted claims and supporting documents within two weeks of receipt.
- Assess policy alignment and make approval or denial decisions based on available information (80%).
- Manage approved cases for up to six months, ensuring progress toward a return to work.
- Decision-Making:
- Evaluate incomplete data confidently to make firm, timely decisions.
- Communicate decisions clearly and empathetically, especially in cases of denial.
- Client Interaction:
- Conduct monthly check-ins with clients on approved cases to track recovery progress.
- Handle difficult conversations with resilience and professionalism.
- Collaboration:
- Work closely with Disability Claims Managers and other team members.
Required Skills & Qualifications:
- Bilingual: Proficient in English and French (written and spoken).
- Analytical & Decision-Making Skills: Ability to work in grey areas and resolve complex cases.
- Resilience: Comfortable with difficult conversations, including delivering financially impactful decisions.
- Experience:
- 5+ years in customer service, claims management, or a related field.
- Background in call center supervision, HR, insurance, accommodations, coaching, or education preferred.
- Education/Professional Background:
- Nurses (practical, matter-of-fact approach) or kinesiologists are well-suited for this role.
- Experience in travel insurance, sports therapy, learning & development, collections, or fraud investigation is a plus.
Training & Support:
- Comprehensive Training: An 8-week training program to cover all scenarios and processes.
Benefits & Work Environment:
- Hybrid Schedule: Flexible, with 3 days per week in-office (Scott Street, Ottawa).
- Benefits: Competitive salary, 6% performance bonus, and 3% RRSP contribution.
- Career Development: Opportunity to work on diverse and impactful cases.
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