Senior STD Case Manager

Disability Management Institute • ,

2d • CA$70,000 - CA$80,000 • Remote

About The Position

As a Senior Disability Case Manager (STD), you play a pivotal role in supporting the Claims Supervisor, guiding Case Managers, and driving operational excellence across the STD Claims department. You will act as a subject matter expert, lead process improvements, and ensure consistent, high-quality service delivery to both clients and internal teams. 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

• Bachelor’s degree in a related field (Business Administration, Human Resources, or equivalent experience)
• Minimum 3 years of experience in Disability Case Management, with a strong focus on Short-Term Disability
• Strong knowledge of disability legislation, industry best practices, and case management standards
• Excellent communication, interpersonal skills, and the ability to coach and support team members effectively

Nice To Haves

• A Collaborative Leader – You thrive in team environments, support others' success, and foster trust through transparent communication.
• A Strategic Thinker – You can analyze data, identify trends, and make informed recommendations to improve performance and processes.
• A Process Champion – You are passionate about enhancing workflows, driving change, and ensuring consistency across teams.
• A Client-Centric Problem Solver – You handle sensitive issues with professionalism and work proactively to strengthen client relationships.

Responsibilities

• Acting as the Supervisor’s main support for change management, initiative rollouts, team meeting discussions, and process enhancements
• Serving as the subject matter expert for all components of the claims process (benefit calculations, WEBS entries and corrections, DMS documentation)
• Assisting the Supervisor with quality control reviews, including sign-offs for claim decisions
• Using governance and metrics reporting, client feedback, and file reviews to help evaluate staff performance
• Participating in recruitment activities and supporting training for new employees
• Developing new policies and procedures while refining existing ones; collaborating with the Training team to implement and monitor new processes
• Liaising with other departments on process or procedure issues affecting multiple teams
• Addressing client concerns, identifying trends, and recommending improvements to Claims Leadership
• Serving as a key resource for clients and partners on file or process inquiries; coaching team members on resolution strategies and determining escalation needs
• Attending client and partner meetings as a positive representative of the Claims team and DMI
• Managing a proportionally smaller caseload of STD files while supporting broader departmental needs
• Collaborating with internal teams to ensure consistency in processes across the organization

Benefits

• Generous paid time off including a minimum of 3 weeks’ vacation, plus 26 long weekends per year through our Happy Friday program
• Flexible work options including remote and hybrid schedules, extended health and dental benefits, RRSP matching, and comprehensive wellness and mental health resources
• Clear career paths, ongoing skill development, and leaders committed to supporting your long-term growth

What This Job Offers

• Job Type: Full-time
• Career Level: Senior