Case Management Consultant

2 months ago

Calgary, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

As Case Management Consultant, you will be responsible for coaching your assigned disability claims team, helping to improve case managers’ skills in order to optimize claims duration and drive profitability of the group disability clients assigned to the team. Reporting to the Manager, Group Disability, you will:

- Improve the quality outcomes for the individual case managers on your assigned team
- Build strong relationships with your regional CMC peers, trainers from Learning and Development and Practice Excellence, working in partnership with them to address learning and development opportunities
- strong relationships with your regional CMC peers, trainers from Learning and Development and Practice Excellence, working in partnership with them to address learning and development opportunities
- Demonstrate an excellent knowledge of group insurance, disabilities and claims management strategies
- Exhibit solid communication, organizational and people skills in order to effectively drive positive case management outcomes
- Ensure a client focused approach permeates in your coaching as you act as the primary coaching resource for your assigned team, support staff in achieving overall office targets, workload management, difficult cases, department workflow and processes
- Help your team to prioritize work items in order to meet client service standards and Sun Life best practice guidelines
- Contribute to a dynamic work environment by identifying opportunities to continuously improve processes to better meet our service excellence, quality and financial commitments to our customers
- Contribute to the ongoing business retention and growth by cultivating excellence in your team

**What Sets Us Apart?**
- Our commitment to service excellence and quality, innovation and talent development
- Career progression is based on solid performance, knowledge of our business and products, positive engagement with our customers, and your interests opening up a wide variety of career paths within Sun Life
- Ability to work in a dynamic, collaborative environment where you are encouraged to share your ideas
- Comprehensive benefits package including:

- Medical, dental, life, and disability insurance
- Retirement savings and Stock purchase plan
- Paid vacation
- Tuition assistance
- Fitness facilities or subsidiaries in specific locations
- A supportive and interactive team environment
- Comprehensive training programs from the start of employment and ongoing coaching to set you up for success
- At Sun Life Financial, we want to help people shine

**What You Bring To The Table**:

- 3-5 years Long Term Disability Claims experience
- Infectiously positive attitude with a drive to succeed and a commitment to quality service
- Customer centric orientation
- Critical thinking and stellar customer service skills
- Excellent listening skills and capacity for empathy
- Outstanding communication skills - written and verbal
- Ability to deal with stressful situations Ability to deliver constructive feedback in a tactful and sensitive manner that positively influences case managers’ engagement
- Analytical skills with a passion for solving problems
- Adaptability, flexibility and strong decision making skills
- Demonstrated ability to lead through change

**Main Accountabilities**:

- Coach your assigned team on Outcome Focused Case Management, to develop and refine their skills on the appropriate utilization of tools/approaches, portfolio management, forecasting, workload prioritization with the goal of improving the overall measured team performance
- Support integration of Sun Life’s group disability philosophy, policy and procedures developed through collaboration of Practice Excellence, Learning and Development and the regional group disability operations
- Work with manager to identify and close any gaps on case management deficiencies that surface through coaching
- Provide feedback and direction to the Abilities Case Manager on continuously improving their case management skills
- Evaluate progress and provide feedback to the Manager and Director, Group Disability
- Customize coaching based on the learner’s experience and responsiveness to training
- Report on emerging trends so that they can be addressed and where suitable, learnings can be leveraged nationally
- Partner with other CMCs and trainers to facilitate training sessions wit

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