Client Lead/workers' Compensation Specialist

The Client Lead/Workers' Compensation 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/Workers' Compensation Specialist is responsible for managing a smaller Workers' Compensation claim caseload.

**The Client Lead/Workers’ Compensation Specialist will**:

- Work to understand the client’s business operations, direction, and challenges.
- Build long term relationships with key clients.
- Regularly check in on clients to ensure they are satisfied with the company and their service.
- Form solid partnership relationships with clients and be the main contact.
- Proactively organize and participate in client calls, meetings, and lunch meetings.
- Understand client’s expectations to consistently deliver positive key performance measures as per the contractual service agreement.
- Maintain a positive and collaborative relationship with client(s).
- Schedule, moderate, and maintain monthly client calls.
- Respond to clients same day and investigate / resolve any 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 strong internal team relationships.
- Schedule and maintain internal team meetings (discuss challenges, process and review claims).
- Conduct regular internal claim audits to ensure disability management practices and KPMs are being adhered to and are in line with employer contractual agreement.
- Monitor all open files for complete and innovative RTW strategies.
- Ensure all client Key Performance Metrics are met with a high degree of excellence.
- Provide meaningful reports and predictive detailed analytics.
- Ensure all reporting is accurate and delivered on time.
- Discuss customized reporting solutions and engage IT when required.
- Analyze and provide 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 employers 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.
- Coordinate IT requirements.
- Development of practices and procedures for efficient claims and disability management services.
- Explore innovative strategies to reduce durations and promote No Lost Time.
- Proficiently manage day-to-day Workers’ Compensation (WC) claims for ongoing and new clients ensuring no lost time, recovery and return to work. Claims management includes strong return to work and no lost time strategies, appeals and analysis of data for ongoing and continuous improvement.
- Willingness to travel, occasionally, to client locations.

**To Be Successful as a Client Lead/Workers’ Compensation Specialist, You Will Need**:

- Relevant education or continuing education with strong medical knowledge (Registered professional preferred: RN, RPN, OHN, Kinesiologist, RRP, DC, Paralegal, Certified Disability Management Practitioner / Certified Return to Work Coordinator, or other health care professional with relevant healthcare background with current standing or willing to obtain.
- Relevant experience in Workers’ Compensation Case Management/ Return-To-Work Initiatives / WCB Appeals experience / NEER Experience Rating
- High level knowledge of WC legislation, operational policy, and experience rating.
- Strong medical and healthcare system knowledge.
- Administrative, business, and/or account management experience.
- Strong proficiency and skills in the Microsoft Office Suite.
- Effective communication, customer service, and negotiation skills with a client-focused mindset.
- Professionalism, accountability, and integrity, fostering trust, respect, and motivation among colleagues and clients.
- To deliver results with urgency and a strong business mindset, consistently meeting KPIs and going above and beyond to exceed client expectations.
- To work independently and collaboratively, while adhering to policies and privacy protocols.
- Fluency in both French and English considered an asset.
- Completion of the Mental Health First Aid Course is considered an asset.
- Completion of the App