Investigation Analyst, Drug

Join a dynamic team within the Group Benefits Health and Dental Claims Risk Management department, where we deliver a broad range of services including digital claims risk management, fraud investigations, data analytics, and claims experience oversight. This role plays a critical part in identifying and mitigating fraud and abuse in drug claims, contributing to the integrity and sustainability of our benefits programs.

The Drug Investigation Analyst, Investigation Services is responsible for applying Group Benefits knowledge, attention to detail, problem solving abilities, customer service, investigation, and data analysis skills to identify, investigate and prevent fraud and abuse of drug claims. Additionally, this role will work with the Sr. Investigation Analyst and/or consulting Pharmacist on projects and initiatives.

Position Responsibilities:

• Perform risk-based data profiling and analysis to identify trends and outliers in various categories for further review and investigation

• Lead and support audit programs; coordinating, assessing, and making decisions on investigations

• Take initiative and independently lead investigations to successful conclusion

• Conduct interviews of plan members, providers of service and others as required

• Create written audits and other correspondence to plan members, providers of service and others

• Engage/interact/consult with various internal contacts such as Customer Service, Legal, Client Relations, Medical Consultants, Regional Group Office, and external stakeholders such as Health Practitioner Regulatory Bodies, Colleges and Associations, and Plan Sponsors

• Lead, support and implement key investigative projects

• Provide technical expertise to internal customers to troubleshoot claims payment, resolve escalated complaints, support issue trends etc.

• Provide oversight of the drug audit program and risk assessment of claim initiatives and client customizations that relate to the drug benefit

• Review and analyze high dollar drug claims and narcotics usage

• Attend client meetings as required

• Attend litigation/arbitration sessions in court if required

Required Qualifications:

• Post-Secondary education or equivalent experience - pharmacy technician or pharmacy assistant background would be an asset

• General understanding of medical terminology, diseases, and drug formularies

Preferred Qualifications:

• Good presentation and negotiation skills

• Strong analytical, research, problem-solving and decision-making skills

• Effective project management capabilities

• Ability to review and analyze critical data to make formal recommendations for process improvements

• Comfortable speaking with external parties such as pharmacists, health care providers, drug manufacturers, government agencies, plan members and plan sponsors etc.

• Must be able to decipher health industry information and understand how it relates to Group Benefits' plans

• Proven ability to manage/schedule a fluctuating, unpredictable and stressful workload

• Knowledge of Group Benefits

• Knowledge of the Canadian healthcare environment, service delivery model and regulation

• Excellent understanding of third-party claims adjudication as it relates to Pharmacy benefits

• Knowledge of fraud and abuse risk, and techniques to manage risk

• Strong research, problem solving and decision-making skills

• Ability to manage contentious interactions with various stakeholders

• Excellent oral communication (both phone and face to face) and written communication

• Intermediate data analysis skills with expertise using Excel and other data mining software

• Demonstrate investigation skills with attention to detail

• Knowledge of privacy, civil and criminal legal risks and processes

When you join our team:

• We'll empower you to learn and grow the career you want. 

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we'll support you in shaping the future you want to see.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.