Job Description

Overview:

We are seeking a fully bilingual (English/French) Case Manager for hybrid roles based in Ottawa and Montreal (starting in the new year). This position offers excellent benefits, competitive compensation ($70-75K base salary, 6% bonus, 3% RRSP), and an opportunity to work in a dynamic, client-focused environment.

Key Responsibilities:

• Claims Management :
• Review submitted claims and supporting documents within two weeks of receipt.
• Assess policy alignment and make approval or denial decisions based on available information (80%).
• Manage approved cases for up to six months, ensuring progress toward a return to work.
• Decision-Making :
• Evaluate incomplete data confidently to make firm, timely decisions.
• Communicate decisions clearly and empathetically, especially in cases of denial.
• Client Interaction :
• Conduct monthly check-ins with clients on approved cases to track recovery progress.
• Handle difficult conversations with resilience and professionalism.
• Collaboration :
• Work closely with Disability Claims Managers and other team members.

Required Skills & Qualifications:

• Bilingual : Proficient in English and French (written and spoken).
• Analytical & Decision-Making Skills : Ability to work in grey areas and resolve complex cases.
• Resilience : Comfortable with difficult conversations, including delivering financially impactful decisions.
• Experience :
• 5+ years in customer service, claims management, or a related field.
• Background in call center supervision, HR, insurance, accommodations, coaching, or education preferred.
• Education/Professional Background :
• Nurses (practical, matter-of-fact approach) or kinesiologists are well-suited for this role.
• Experience in travel insurance, sports therapy, learning & development, collections, or fraud investigation is a plus.

Training & Support:

• Comprehensive Training : An 8-week training program to cover all scenarios and processes.

Benefits & Work Environment:

• Hybrid Schedule : Flexible, with 3 days per week in-office (Scott Street, Ottawa).
• Benefits : Competitive salary, 6% performance bonus, and 3% RRSP contribution.
• Career Development : Opportunity to work on diverse and impactful cases.

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