Bilingual Case Manager

LifeWorks; Edmonton; On-site; CAD 50,000 - 70,000; Full time

Job summary

LifeWorks is seeking a Bilingual Disability Case Manager I in Edmonton to support team members on health-related absences. This role involves conducting assessments, creating case management plans, and ensuring effective communication with all parties involved in the case. Join a purpose-driven team committed to improving lives through health and well-being support.

Qualifications

• One to two years of experience in Customer Service, Counseling, or Disability Insurance.
• Bilingual proficiency in English and French is required.
• Detail-oriented and ability to work independently in a fast-paced environment.

Responsibilities

• Conduct case assessments and gather information for assessment purposes.
• Develop and document comprehensive case management plans.
• Communicate claim decisions effectively to all stakeholders.

Skills

Communication skills

Customer service focus

Problem-solving

Critical thinking

Education

College certificate/diploma in Occupational Health, Rehabilitation, or related fields

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Bilingual Disability Case Manager I

Job Description SummaryOur Bilingual Disability Case Managers support team members on behalf of their employer when the team member is off work or at risk of being off work due to health reasons. They assess current restrictions and limitations related to symptoms, collect details on treatment plans, and identify any barriers impacting the absence.

Job DescriptionResponsibilities:

• Conduct case assessments, including contacting the team member and their direct leader by telephone to explain the disability management process and gather information for assessment purposes.
• Develop and document an understanding of the situation and the factors supporting as well as inhibiting a successful return to work for the team member.
• Determine the necessary medical information for case assessment.
• Perform the analysis, investigation, and assessment of non-complex disability cases and determine appropriate actions and eligibility for benefits.
• Communicate claim decisions effectively and confidently in writing and by telephone to all stakeholders, considering how certain outcomes may affect all parties involved.
• Develop, document, and execute comprehensive case management plans unique to each case file.
• For non-complex files, determine an appropriate return-to-work (RTW) goal with the team member and the employer, provide active support for the RTW planning process between the team member and their supervisor, and intervene when necessary.
• If applicable, work with Senior Disability Case Managers to properly transfer complex cases for ongoing case management.
• Continue to follow up with all stakeholders throughout the claim until a successful RTW.
• Communicate proactively with the employer’s Human Resources representative regarding any case management issues that may impact the workplace and RTW planning.
• Follow up with appropriate stakeholders to ensure claims decisions are up to date, avoiding any lapses in benefits.
• Prioritize and maintain workload and tasks to meet service level agreements, objectives, and department standards.
• Be accountable and responsible for the assigned caseload in managing required tasks and relationships with stakeholders.
• Assist team members during times of vacation or absence, as required.
• Attend Case Management and Disability Management department team meetings.
• Participate in other projects and tasks as assigned.

Requirements:

• College certificate/diploma in Occupational Health, Rehabilitation, Legislation related to disability management, disability insurance, counseling, or nursing.
• One to two years of experience in Customer Service, Counseling, or Disability Insurance.
• Strong communication skills with exceptional customer service focus.
• Exemplary interpersonal skills and ability to approach difficult situations with empathy and sensitivity.
• Detail-oriented focus with the ability to work independently in a fast-paced environment.
• Excellent problem-solving skills and ability to apply critical thinking to execute decision-making on complex situations.
• Bilingual proficiency in English and French is required.

Why Join Us?At TELUS Health, we believe in supporting our team members through their health journeys. As a Bilingual Disability Case Manager, you will play a crucial role in helping team members return to work successfully, ensuring their well-being and fostering a supportive work environment. Join us and be part of a team dedicated to making a difference.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.