Disability Case Manager, Employer Services

Disability Management Institute•,

5h•CA$60,000 - CA$70,000•Remote

About The Position

At Disability Management Institute (DMI), we deliver innovative, end-to-end disability and absence management solutions that transform how employers support their teams. Since 2002, our experienced team of dedicated professionals have combined deep expertise with genuine care to create partnerships that benefit employees, employers, and stakeholders alike. Our culture thrives on connection, collaboration, and respect. Open communication, team bonding, and a spirit of appreciation create an environment where you feel supported, valued, and empowered to bring your authentic self to work every day. The Disability Case Manager (Employer Services) will be responsible for providing a high caliber of Advice to Pay claims management services to a broad customer and client base within the Employer marketplace. This will be accomplished through the development and implementation of pro-active case adjudication and management principles within timely and cost-effective strategic tools and resources. This is a remote role within Canada. We are open to candidates across the country, however you must work within our core business hours.

Requirements

Related post-secondary degree (i.e. Kinesiology, Psychology, Social Work, or related discipline) or equivalent experience.
Solid background and knowledge of STD policy and coverage; understanding of LTD and Group plans is an asset.
Strong analytical skills, excellent problem-solving abilities, and ability to work with a minimum of supervision.
Professional communication skills, oral and written, with the ability to adapt communication style for a range of stakeholder and client needs.
Experience and knowledge of vocational rehabilitation services.
Conscientious, resourceful, and self-motivated with a positive attitude toward navigating barriers.
Strong organizational abilities and a capacity for multitasking.
Ability to successfully interface with conflicting agendas while acting in an even-handed manner.
Strong interview skills with an aptitude for perceiving and uncovering underlying interests and motivations.
Ability to manage expectations of all stakeholders (employee, employer, lawyer, doctors, union, etc.) as necessary.
Ability to adapt to rapidly changing circumstances and new ways of working, with excellent time management skills and the ability to meet tight deadlines.
Sound computer skills including Microsoft Outlook, Word, Excel, and PowerPoint.

Nice To Haves

understanding of LTD and Group plans

Responsibilities

Assess short-term disability claims for benefit eligibility and render decisions within service standards, including evaluation of medical information, occupational and contractual provisions, and pursuit of additional information as required.
Conduct telephone interviews focused on obtaining pertinent medical and treatment status, functional information, and return-to-work readiness.
Identify and evaluate medical and non-medical barriers and functional abilities to positively impact outcomes.
Develop, communicate, and implement pro-active case management plans.
Collaborate, negotiate, and develop return-to-work plans.
Identify suitable rehabilitation referrals in keeping with employer disability and absence policies and costing.
Utilize external and internal resources to progress files forward to resolution, with a focus on function and gainful employment.
Collaborate with healthcare providers and physicians, written or verbal, based on the needs of the claim.
Manage external referrals, services, and relationships with service providers and strategic partners through research and knowledge of local community resources.
Demonstrate understanding of employer-specific resources (i.e. EFAP) and coordination of the same.
Demonstrate an understanding of various rehabilitation and vocational tools that may be applied to move toward resolution.
Serve as an expert claims management resource for customers and internal business units.
Engage in professional interaction with all stakeholders on a regular basis, including timely and efficient follow-up to telephone and email communication.
Provide timely, detailed documentation to ensure progression and fulfillment of case management plans.
Manage an optimal caseload volume of 45-50 files, while meeting or exceeding key outcome benchmarks including total recovery greater than 91% and average closed file duration under 42 days.
Demonstrate adherence to best practices through effective and organized file management, achieving a "Meets" or "Optimal" rating on quality assurance and leader file reviews in over 90% of cases, and taking timely action to resolve any privacy incidents or escalations.
Work effectively with others across teams, departments, and external partners, actively seeking diverse perspectives and contributing to a positive, team-oriented culture built on open communication and shared accountability.
Interact with others to build relationships and drive resolution, applying emotional intelligence, tact, and diplomacy to navigate difficult conversations and stakeholder needs, and prepare clear and effective claim decision letters.
Demonstrate a strong commitment to service excellence by consistently meeting key service level targets, including rendering initial ATP decisions within 3 days, issuing claim recommendation letters within 1 day, and responding to emails and voicemails within 1 business day more than 90% of the time.