Team Manager, Case Management Coordinators – Life & Disability Operations

Alberta Blue Cross•Hybrid, AB

1d•Hybrid

About The Position

The Case Management Coordinators team ensures accurate claim intake and maintenance of Life and Disability claims, including the review of claim submission documents for completeness that are received at claim time, verifying coverage and updating claim systems throughout the claim lifecycle. They also coordinate communications with internal teams and external stakeholders, while providing responsive support to plan members, beneficiaries, and plan administrators. In this flexible work style, you will have the ability to work from home and or travel into our Edmonton and or Calgary office. Under the guidance of the Manager, Case Management Coordinators in Life & Disability Services, this position is responsible for managing both the people and processes of the Case Management Coordinators team. As a collaborative member of the team, the role will also provide coaching, development, and ongoing support to team members. The successful candidate will demonstrate exemplary interpersonal skills, proven leadership capability, strong problem‑solving abilities, technical proficiency, effective change‑management skills, and a strong commitment to delivering exceptional service.

Requirements

Completion of post-secondary education is required.
One to three years of experience in a leadership role, with the ability to coach, guide, and support team members.
Demonstrated competence and a willingness to grow within the leadership framework.
Strong written and verbal communication, presentation, listening, and interpersonal skills.
Solid organizational, analytical, motivational, and problem‑solving abilities.
Strong decision‑making capability and sound judgment.
Ability to work under pressure, resolve conflicts effectively, and adapt to frequent change.
Demonstrated initiative, results orientation, and dedication to continuous improvement.
A strong commitment to quality customer service and the ability to build effective working relationships with internal and external customers.
Proven ability to manage heavy workloads, shifting priorities, and multiple deadlines while maintaining confidentiality.
High level of personal accountability, professionalism, attention to detail, and accuracy.

Nice To Haves

Preference will be given to those candidates with experience in group insurance with a disability focus.

Responsibilities

Manage the day activities of a team of coordinators to ensure effective use of systems and processes, and adherence to best‑practice guidelines.
Build a stable, collaborative team with a strong customer‑experience focus, encouraging innovation and continuous improvement of work processes.
Identify opportunities to enhance processes and support ongoing service excellence and our commitment to customers.
Act as the primary resource for your assigned team by providing coaching and mentoring, supporting performance development, monitoring workload management, and guiding the handling of complex claims and tasks.
Assist in identifying and evaluating operational risks, and recommend or implement changes to processes, policies, and procedures to optimize service delivery and productivity.
Contribute to business retention and growth by cultivating excellence within your team and proactively engaging with customers.
Partner with internal teams to support the achievement of growth targets.
Champion change initiatives by supporting team members through changes to processes or policies that affect their work, and provide training as required.