Client Lead/disability Management Specialist

We are seeking a Client Lead/Disability Management Specialist to join our Organizational Solutions Inc. team.

The Client Lead/Disability Management Specialist focuses on dedicated account and relationship management with OSI clients, ensuring the smooth delivery of Claims Management Services and driving client satisfaction. They build strong relationships with key client contacts, understand their business operations, and communicate relevant information to the internal team to ensure success. By fostering strategic partnerships with clients, they provide leadership and expertise to deliver solution-oriented programs, best practices in claims and care management, return-to-work strategies, and consistent reporting, all while meeting critical Key Performance Metrics (KPMs) to enhance the overall client experience. Additionally, the Client Lead/Disability Management Specialist will manage a smaller Disability Management caseload.
***The Client Lead/Disability Management Specialist Will**:

- Work to understand the client’s business operations, direction, and challenges.
- Build long term relationships with key clients.
- Regularly check in with clients to ensure they are satisfied with the company and their service.
- Form solid partnership relationships with clients and be the main point of contact.
- Proactively organize and participate in client calls, meetings, and lunch meetings.
- Understands client expectations to consistently delivers positive key performance measures as per the contractual service agreement and OSI standards.
- Maintain a positive and collaborative relationship with client(s).
- Schedule, moderate, maintain monthly client calls, and update action plans monthly.
- Demonstrate accountability, responding to clients same day and investigating / resolving service concerns.
- Provide support and guidance on client specifics and decision process / protocol.
- Coach and mentor other disability management staff by enhancing their knowledge and education levels.
- Establish and build strong internal team relationships.
- Schedule and maintain internal team meetings (discuss challenges, process and review claims).
- Conducts regular internal claim audits to ensure disability management practices and KPMs are being adhered to and are in line with employer contractual agreement.
- Monitors all open files for complete and innovative RTW strategies.
- Monitors all client Key Performance Metrics on a monthly basis, ensuring they are met with a high degree of excellence.
- Provide meaningful reports, conclusions, and predictive detailed analytics, ensuring the accuracy of information and timely delivery.
- Analyze and provides trend analysis with focus on providing employers detailed gap analysis within their existing disability management programs (Leaves / STD / LTD / Accommodation / WC).
- Develop and maintain an action plan document from client meetings.
- Consult with clients to assess priorities and identify gaps in existing disability management services in order to strengthen and grow their disability management program.
- Customize client processes to meet their needs.
- Coordinates IT/portal requirements.
- Manage the development of practices and procedures for efficient claims and disability management services.
- Manage a smaller caseload of day-to-day disability claims (STD/LTD/Accommodations), facilitating recovery, and promoting early, safe return-to-work for clients’ employees.
- Adjudicate and manage disability claims in accordance with client and OSI policies, ensuring a focus on return-to-work (RTW) and minimizing durations. Enter detailed information into the Disability Management System, evaluate medical and workplace data, and collaborate with internal teams and clients to develop outcome-focused recovery and RTW plans.

**To Be Successful as a Client Lead/Disability Management Specialist, You Will Need**:

- Direct experience in the Disability Management industry, with a specific focus on managing Short-Term Disability (STD) claims, including adjudication, case management, and return-to-work planning.
- To demonstrate a positive attitude and a strong sense of accountability in all aspects of work.
- To display a high level of professionalism and respect for all staff and clients.
- Proficiency in technology with strong skills in the Microsoft Office Suite.
- The ability to meet and exceed all Key Performance Metrics (KPM).
- To go above and beyond to ensure client deliverables are met.
- To be innovative and take the initiative.
- To identify issues quickly and develop effective solutions through critical thinking and analytical reasoning.
- Exceptional communication skills, delivering excellent customer service, collaborating with teams, and interacting with clients professionally.
- To build and maintain strong, collaborative relationships with clients, team members, and key stakeholders.
- To work as a key member of a team, as well as independently.
- Strong organizational