Disability Management Service Specialist-contract

2 weeks ago

Calgary, Canada People Corporation Full time

We are seeking a Disability Management Service Specialist to join our team. This position can sit in Ottawa, Toronto, Winnipeg, Calgary or Vancouver.

**_This is a contract role through July 31, 2026 to cover a maternity leave._**

**The Disability Management Service Specialist will**:

- Create reports and partner with other team members to analyze the data, contributing to benchmarking and industry data to provide recommendations and best-in-class options designed to enhance the client offering where applicable
- Handle incoming inquiries from clients, sales consultants/brokers and other staff in a timely manner. Conduct follow-ups when necessary
- Partner with clients to ensure value-added services surrounding disability management are employed by all third-party providers
- Maintain open and transparent communication by identifying and outlining any opportunities for enhancement or challenges identified during the client claim meetings to the applicable consultant to ensure that they are addressed
- Provide customer service support to the organization by obtaining, analyzing and verifying the accuracy of information in a timely manner
- Attend meetings with multiple stakeholders, projecting a professional and knowledgeable outlook on all matters disability management-related
- Initiate required action for response to customer service requests within time requirements
- Initiate and/or implement corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction are maintained
- Address escalated issues when required to the satisfaction of the client. i.e. Obtaining Additional information from the client when asked by the carrier
- Conduct and complete full file reviews and support in case discussions
- Complete organizational cost analysis on disability summary reports and provide a high-level overview with opportunity analysis in areas such as active claim listing reviews, lapse time analysis, duration analysis, disease state analysis, and LTD reserve review
- Consolidate all information related to client annual trend reporting data and other necessary sources and create PowerPoint presentations to present to clients
- Create and maintain all standard PowerPoint templates related to various services
- Maintain all documentation for Disability Management Consulting service to ensure a smooth running of the department
- In partnership with the Disability Management Consulting team maintain oversight of client contracts e.g. expiry dates and liaise with them to ensure that follow-up and/or enhancement of the offering is maintained

**T**o be successful **as a** Disability Management Service Specialist** with Coughlin & Associates, you will need**:

- 3-5 years of industry knowledge and experience in Disability Management or a combination of experience and education
- Registered professional status within the disability management or professional health sector along with additional coursework in occupational health, rehabilitation, legislation related to disability management, human resource management, or disability insurance
- To be a proactive professional with a return to work-focused approach to disability management and always willing to be on top of emerging best practices for your areas of responsibility
- To be willing and able to be an advocate for employer/employee vs. carriers / third-party providers
- The ability to work within set procedures and policies to ensure the privacy protocols and standard operating procedures are adhered to at all times
- Positivity and very high level of accountability
- A demonstrated ability to question the information provided to address underlying concerns through an analytical lens
- To be customer service focused with excellent customer service and communication skills, both verbal and written
- Excellent problem-solving and troubleshooting skills
- To embrace and be adaptable to change
- Strong analytical skills and research-focused
- To be detail and systems-oriented
- The ability to resolve complex problems
- The ability to meet deadlines and provide deliverables as identified in a timely manner
- The ability to prioritize between multiple and competing demands
- The ability to work well under pressure
- The ability to work well both alone or in a team setting
- The ability to recognize a variety of situations and to set priorities
- To take initiative, be solutions oriented and able to overcome obstacles
- To respect sensitivity to confidential information
- Experience partnering with Third Party Providers to affect positive change
- Proficient understanding of benefits administration systems
- Strong proficiency and skills in the Microsoft Office Suite
**- Labour relations experience and/or education
- CDMP or NIDMAR

**What's in it for you**:

- Learn by working alongside our experts
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & We

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