Senior Case Manager

Wawanesa Insurance•Edmonton, AB

4d•CA$70,000 - CA$80,000•Hybrid

About The Position

In this role, you’ll take ownership of complex Short-Term Disability, Long-Term Disability, and/or Disability Income claims across our Group and Individual business, helping drive great outcomes for our customers and supporting Wawanesa’s continued success. You’ll bring your expertise to high-impact files, including escalations, complaints, litigation, and other sensitive or complex claims matters, partnering with internal teams and external stakeholders to move cases forward with care, clarity, and sound judgment.

Requirements

3 – 5 years experience working in a Disability Case Management position.
Demonstrated advanced skills with Microsoft Office, including Excel and Sharepoint.
Excellent ability to interpret and apply contract wordings.
Strong deadline and time management.
Strong organizational and prioritization skills while maintaining service standards.
Demonstrated customer service orientation, with empathetic approach.
Strong attention to detail with the ability to identify relevant information and potential impacts.
Strong communication and negotiation skills, with the ability to communicate at the right level for the intended audience, including internal and external customers through written or verbal communication.
Ability to handle sensitive information while following confidentiality guidelines/legislation.

Nice To Haves

Post-secondary degree/diploma in a medical or related field preferred.
Proficiency in both languages (English and French) is an asset.

Responsibilities

Review, assess and render decisions on disability and other claims through the development of claims management strategies to bring claims to succession resolutions.
Conduct complex investigations as required on existing case files.
Collaborate with clients and claimants, reinsurers, medical practitioners and providers to obtain claims documentation, provide updates as to claims status and respond to inquiries.
Review complex and differing policy wordings to ensure decisions are made within the policy’s scope.
Communicate decisions verbally and in writing in an effective and courteous manner.
Address claims escalations, complaints, and/or claims litigation to a successful resolution.
Coordinate rehabilitation and other services to assist with successful return to work, including complex programs with multiple providers.
Maintain records of individual workload and claims adjudication.
Respond to claimant or other inquiries within company service standards.
Will perform other duties as assigned.