Bilingual Senior Case Manager

OXARO Inc.; Ottawa; On-site; CAD 60,000 - 90,000; Full time

Job summary

OXARO Inc. is seeking a Senior Case Manager in Ottawa to oversee the full claims lifecycle for our programs. You will apply adjudication principles, manage intake meetings, compile records, and draft final recommendations while ensuring timely, fair decisions.

The ideal candidate has 10+ years of eligibility adjudication experience, strong data processing and Excel skills, bilingual English/French, and eligibility for a Government of Canada Reliability or Secret clearance.

Qualifications

• 10+ years of experience determining eligibility for complex benefits or services, adjudicating claims or adjusting complex claims.
• Strong customer service skills, including experience managing dissatisfied applicants or customers.
• Experience with data processing and document management.
• Bilingual in English and French.

Responsibilities

• Communicate with applicants, client members and staff in a compassionate and accurate manner.
• Apply adjudication principles related to causation.
• Manage the full claims lifecycle, including intake meetings, collection and validation of records and drafting final recommendation reports.
• Ensure fair, consistent and data-driven assessments aligned with defined processes and eligibility criteria.
• Interpret policies and apply sound judgment throughout the adjudication process.
• Provide applicants with program information and case status updates.
• Use case management systems to administer cases, maintain notes and manage records.
• Deliver high-quality service in both official languages when interacting with applicants and stakeholders.
• Participate in meetings with the program funder.
• Ensure compliance with company policies, procedures and applicable regulations.
• Foster a positive and productive working environment.
• Adhere to OXARO’s GREAT values.
• Perform other related duties as required.

Skills

Customer service

Communication

Data analysis

Bilingual English/French

Education

University degree or equivalent in related field

Tools

Excel

Job description

Security Clearance: Reliability (or eligibility to obtain)

Vacancy Status: This posting is for a new vacancy. We are actively hiring for this position.

Salary Range: $60,000 - $90,000 annually, plus benefits.

About Us

Where people, processes, and technology align – that’s the OXARO effect. We provide customized digital operations and cloud, digital, and organizational transformation consulting services. OXARO focuses exclusively on bringing the Canadian public sector leading tools and technologies while upholding stringent security, privacy, and compliance regulations. OXARO is a joint venture by Raymond Chabot Grant Thornton and Doane Grant Thornton, member firms of Grant Thornton International Ltd., active in some 150 countries worldwide. Based in Ottawa, Ontario, our team of 150+ experts empower the Canadian public service in providing our citizens with dynamic solutions from modern government.

The Role

OXARO is looking for a Senior Case Manager for one of our programs. This position requires prior case management experience, working knowledge of claims management principles, and technological know-how to support OXARO’s clients. These individuals will provide professional expertise and monitor performance to ensure that objectives are achieved within scheduled timelines.

Day-to-Day Responsibilities:

• Communicate with applicants, client members and staff in a compassionate and accurate manner.
• Apply adjudication principles related to causation.
• Manage the full claims lifecycle, including intake meetings, collection and validation of records and drafting final recommendation reports.
• Ensure fair, consistent and data-driven assessments aligned with defined processes and eligibility criteria.
• Interpret policies and apply sound judgment throughout the adjudication process.
• Provide applicants with program information and case status updates.
• Use case management systems to administer cases, maintain notes and manage records.
• Deliver high-quality service in both official languages when interacting with applicants and stakeholders.
• Participate in meetings with the program funder.
• Ensure compliance with company policies, procedures and applicable regulations.
• Foster a positive and productive working environment.
• Adhere to OXARO’s GREAT values.
• Perform other related duties as required.

What You Bring to the Table:

• 10+ years of experience determining eligibility for complex benefits or services, adjudicating claims or adjusting complex claims involving serious loss within compensation programs.
• Strong customer service skills, including experience managing dissatisfied applicants or customers.
• Experience with data processing and document management.
• Strong interpersonal and communication skills for clear and effective interaction with applicants.
• Currently residing in the Ottawa-Gatineau region and holding, or being eligible to obtain, a Government of Canada Reliability or Secret security clearance.
• University degree, related certification or formal training in claims adjudication or adjusting.
• Bilingual in English and French.

Assets:

• Advanced proficiency in Excel, including data analysis and the ability to transform complex datasets into clear, actionable insights and reports that support decision-making.

Why Join Us?

• Make an Impact: Play a key role in modernizing Canada's public sector and see the direct impact of your work on our communities.
• Career Growth: As a fast-growing company, we offer significant opportunities for professional development and career advancement.
• Collaborative Culture: Join a supportive and collaborative team where your ideas are valued and you can learn from some of the best in the industry.
• Challenging Projects: Work on a variety of interesting and complex projects that will keep you engaged and continuously learning.

AI Disclosure:

We do not use artificial intelligence (AI) tools to screen, assess, or select applicants at any stage of our recruitment process. All applications are reviewed by our recruitment team.

OXARO is committed to fostering an inclusive, equitable and respectful workplace where every individual feels valued and empowered to contribute their best. We believe that diversity drives innovation and strengthens our ability to serve our clients and communities. We are dedicated to ensuring a fair and unbiased recruitment process and welcome applications from members of the four designated groups under the Employment Equity Act: women, Indigenous peoples, persons with disabilities and members of visible minorities.

Accommodations are available upon request for candidates taking part in all aspects of the recruitment process.

We sincerely thank all applicants for their interest in this opportunity. While we appreciate every application, only those selected for an interview will be contacted.