Bilingual Quality Assurance Advisor, Disability Management Expert

7 days ago

Ottawa, Ontario, Canada LifeWorks Full time
Job Summary

We are seeking a highly skilled Quality Assurance Specialist to join our team at LifeWorks. As a Disability Management Quality Assurance Lead, you will play a critical role in ensuring the highest level of quality in our disability management services.

Key Responsibilities
  • Coach and Mentor: Provide guidance and support to our Service Delivery teams to ensure consistency in communication, positive client experience, and application of best practice fundamentals of case management.
  • File Reviews and Audits: Conduct regular file reviews, lead calls, and clarify expectations for follow-ups with assigned Service Delivery teams.
  • Process Improvement: Identify opportunities for efficiency and effectiveness of case management service delivery, and work with the Service Delivery leadership team to recommend solutions for identified issues and assist with implementation.
  • Critical Thinking and Problem-Solving: Demonstrate the ability to think critically, identify both positive and negative trends, and recommend solutions to address such patterns.
  • Team Collaboration: Collaborate with the Service Delivery Manager and Case Managers to create an environment that fosters development of a mutual vision and strategy, and the empowerment of teams.
  • Training and Development: Assist with training initiatives as needed.
  • File Preparation: Prepare file summaries and gap analysis for claims with legal involvement, and work closely with the Legal team, Service Delivery leadership, and the Quality Assurance Manager to ensure appropriate decisions and make recommendations to eliminate identified risk.
  • Non-Medical Summaries: Prepare non-medical summaries.
  • Privacy Reviews: Conduct privacy reviews, including a risk assessment of the file to ensure that the information requested for release complies with the different inferences required within PIPEDA guidelines.
  • Consultations: Assist with consultations for Service Delivery and/or Legal Counsel on a variety of complex cases.
  • Subject Matter Expertise: Provide subject matter expertise on medical case management to the Disability Management product team as needed.
Requirements
  • Professional Level Bilingual Fluency: Professional level, bilingual fluency in written and spoken English and French is required.
  • Education: Bachelor's degree in one of the following disciplines: Nursing, Vocational Rehabilitation, Medical Social Work, or other related field.
  • Experience: 5 to 7+ years of Disability Case Management experience and expert knowledge of the principles of Disability Case Management.
  • Coaching and Mentoring: Coaching and mentoring experience.
  • Legislation Knowledge: Knowledge of legislation relating to Disability Management (Workers' Compensation, Human Rights, and Occupational Health and Safety).
  • Additional Coursework: Additional coursework in rehabilitation, legislation related to disability management, helping relationship skills, mediation, human resource management, disability insurance, psychological and workplace factors in disability, management, and supervision would be an asset.
  • Communication and Leadership Skills: Strong communication, interpersonal, and leadership skills.
  • Prioritization and Organizational Skills: Excellent prioritization, organizational, and time management skills.

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