Case Manager

WCB-Alberta•Edmonton, AB

1d•Hybrid

About The Position

As an equal opportunity employer, WCB Alberta is looking to build a diverse workforce that reflects the diversity of its clients and customers. This role offers a rewarding opportunity with diverse and challenging work focused on making a safer, healthier, and stronger Alberta by putting people first. The Case Manager will build collaborative relationships with injured workers, employers, and medical service providers to develop individualized recovery plans. They will play a pivotal role in facilitating medical and re-employment services for clients, aiming to help them return to work and their lives. Utilizing strong problem-solving and critical thinking skills, the Case Manager will create effective plans that support safe recovery and return to work. With a focus on people, the role involves delivering high-level customer service, acting as an educator and negotiator, and managing client expectations.

Requirements

A degree or diploma in Social Sciences, Kinesiology, Rehabilitation or Disability Management. Related education in Social Work, Psychology, Human Services or Commerce may be considered.
Minimum of 3 years of experience in disability management, occupational health, vocational or medical rehabilitation, including handling complex disability claims, assessing medical documentation, determining entitlement to benefits, and developing and implementing return-to-work plans.
Proven experience managing a high caseload of complex cases involving multi-party coordination, conflict resolution, critical thinking and the application of legislation and policy to make evidence-based decisions.
Resilient and adaptable, capable of managing high-pressure situations, emotionally difficult cases and adversarial interactions while maintaining professionalism and clear judgment.
Proficient computer knowledge and keyboard skills are essential.
Familiarity with medical terminology, functional assessments and rehabilitation principles to evaluate recovery progress and support decision-making.
Strong communication and active listening skills; able to explain decisions clearly and respectfully, both verbally and in writing.
Conflict resolution and negotiation skills; adept at leading difficult conversations with empathy.
Effective negotiator with a talent for resolving complex, sensitive issues.
Excellent customer service skills, with a proven ability to treat customers with compassion and kindness.
Highly organized multitasker who thrives in high-volume settings.

Nice To Haves

Additional coursework or certifications in disability management or related fields is an asset.

Responsibilities

Manage a caseload of complex disability claims involving injured workers, employers, health care providers and representatives within strict timelines and a high-volume environment.
Review medical information, workplace details, legislation and policy to determine whether injuries meet the criteria for a compensable workplace claim.
Assess and make entitlement decisions for wage replacement benefits and communicate difficult decisions including denial, conclusion or adjustment of benefits clearly, respectfully and professionally, even when clients may be distressed, upset or disagree with the outcome.
Interpret medical reports, coordinate or authorize medical treatment and ensure timely, appropriate medical interventions.
Evaluate functional abilities and return-to-work readiness, develop detailed plans and facilitate re-employment services that support a safe and sustainable return to suitable work.
Apply structured critical thinking and advanced problem solving to analyze information, identify gaps and make defensible, evidence-based decisions aligned with the Workers’ Compensation Act and policies.
Navigate conflict and lead challenging conversations using de-escalation, empathy and conflict resolution skills to maintain productive relationships across various communication channels (e.g., phone, written correspondence, conference calls and in-person meetings).
Deliver high-level customer service and act as an educator and negotiator when managing client expectations.
Uphold the values, principles and regulations of the Workers’ Compensation Act.