Workers Compensation Case Manager/client Lead

Do you have over 5+ years in workers' compensation case management and are looking for your next challenge? Do you have experience in account management and client satisfaction?

At Organizational Solutions Inc. (OSI), we offer more than career opportunities, work is core to our well-being and sense of self. Our team is educated and well-trained in best-practice disability management. Plus, they’re supported by the best technology, resources, and information available.

The Client Lead role focuses on dedicated account management with a priority client ensuring the smooth delivery of third-party Workers Compensation Claims Management Services and to streamline all communication between our client contacts and our internal claims management team. The role is aimed to ensure the highest level of customer and client satisfaction to enhance the overall client experience while working with multiple internal and external partners to deliver key performance metrics (KPM’s) and quality solution-focused programs and best practices for claims and care management for the account. In addition, the Client Lead is there to ensure that the team follows the Core Values and Core Competencies so that OSI achieves our vision for the future.

**Primary Responsibilities**
- Work with clients to understand the client’s business operations, direction, and challenges.
- Develop and maintain a positive and collaborative relationship with clients.
- Work with the team to ensure client key performance metrics are being met with a high degree of excellence through audits, team meetings, etc.
- Provide support and guidance on client specifics and decision processes and/or protocols.
- Organize and participate in client calls and meetings on a monthly basis, or as needed.
- Coaching and mentoring of other workers compensation case managers by enhancing their knowledge and education levels
- Monitor client files to explore innovative strategies to reduce duration and lost time, and improve return to work.
- Prepare and deliver reports to clients with predictive and detailed analytics, including trends analysis related to disability management.
- Be aware of the status of claims at all times and have strong strategies to eliminate lost time.
- Investigate and resolve service concerns.
- Maintain to date on the latest industry trends.
- Manage all aspects of Workers' Compensation Claims Management including coordinating the return to work process; reviewing functional capabilities, overseeing modified work programs, monitoring claims for areas of objection, formulating objections and appeals and following through to the appropriate level as necessary

**Minimum Required Skills and Experience**:

- Relevant Education or Continuing Education in disability management, paralegal or health-related studies. A paralegal license would be considered a strong asset.
- Relevant experience in Workers’ Compensation Case Management, Return-To-Work Initiatives, WCB Appeals experience, and multi-provincial Experience Rating
- Experience in workers' compensation policy and claims in multiple provinces would be considered an asset.
- Ability to develop and maintain strong relationships with clients and external partners
- Critical Thinking Skills, analytical reasoning
- High Sense of urgency and prioritization skills
- Excellent Customer Service and communication skills
- Ability to motivate team members to deliver business objectives
- Able to work as a key member of a team as well as independently.
- Ability to work within set procedures and policies to ensure the privacy protocols and standard operating procedures are adhered to at all times.
- Strong proficiency and skills in Microsoft Office Suites and reporting in Excel
- Occasional travel to client locations when needed.

If this position interest you please apply.
- Organizational Solutions Inc. is committed to fair and accessible employment practices. We will accommodate people with disabilities during the recruitment, assessment, hiring processes, and employment. Please notify us as soon as possible of any adaptive measures you might require at any stage of the recruitment process._

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home

Work Location: Hybrid remote in Burlington, ON L7P 4X4