Client Lead / Disability Management Specialist

People Corporation; Burlington; On-site; CAD 90,000 - 95,000; Full time

Job summary

A leading company in Canada is seeking a Client Lead / Disability Management Specialist to focus on account management and claims services delivery. This mid-senior level role demands strong expertise in disability management, excellent communication skills, and a commitment to client satisfaction. You will work closely with clients to understand their operations, drive service excellence, and lead a team in delivering best practices in claims management. A background in healthcare is preferred along with a proactive approach to problem-solving and leadership.

Benefits

Extended health care and dental benefits

Retirement savings plan with company contributions

Health & Wellness offerings

Mental Health programs and support

Assistance for industry designations

Competitive compensation

Qualifications

• Experience in managing Short-Term Disability claims.
• Proven ability to build strong client relationships.
• Demonstrated professional skills with strong sense of accountability.

Responsibilities

• Manage a smaller caseload of day-to-day disability claims.
• Conduct regular internal claim audits to ensure adherence to practices.
• Build long-term relationships with key clients and ensure client satisfaction.

Skills

Account Management

Strong Communication

Client Relationship Management

Problem Solving

Critical Thinking

Education

Relevant educational background (e.g., RN, RPN, or similar healthcare qualification)

Tools

Microsoft Office Suite

Job description

Client Lead / Disability Management Specialist

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Client Lead / Disability Management Specialist

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We are seeking a Client Lead / Disability Management Specialist to join our Organizational Solutions Inc. team.

The Client Lead / Disability Management Specialist focuses on dedicated account and relationship management with OSI clients, ensuring the smooth delivery of Claims Management Services and driving client satisfaction. They build strong relationships with key client contacts, understand their business operations, and communicate relevant information to the internal team to ensure success. By fostering strategic partnerships with clients, they provide leadership and expertise to deliver solution-oriented programs, best practices in claims and care management, return-to-work strategies, and consistent reporting, all while meeting critical Key Performance Metrics (KPMs) to enhance the overall client experience. Additionally, the Client Lead / Disability Management Specialist will manage a smaller Disability Management caseload.

The Client Lead / Disability Management Specialist Will

• Work to understand the client’s business operations, direction, and challenges.
• Build long term relationships with key clients.
• Regularly check in with clients to ensure they are satisfied with the company and their service.
• Form solid partnership relationships with clients and be the main point of contact.
• Proactively organize and participate in client calls, meetings, and lunch meetings.
• Understands client expectations to consistently delivers positive key performance measures as per the contractual service agreement and OSI standards.
• Maintain a positive and collaborative relationship with client(s).
• Schedule, moderate, maintain monthly client calls, and update action plans monthly.
• Demonstrate accountability, responding to clients same day and investigating / resolving service concerns.
• Provide support and guidance on client specifics and decision process / protocol.
• Coach and mentor other disability management staff by enhancing their knowledge and education levels.
• Establish and build strong internal team relationships.
• Schedule and maintain internal team meetings (discuss challenges, process and review claims).
• Conducts regular internal claim audits to ensure disability management practices and KPMs are being adhered to and are in line with employer contractual agreement.
• Monitors all open files for complete and innovative RTW strategies.
• Monitors all client Key Performance Metrics on a monthly basis, ensuring they are met with a high degree of excellence.
• Provide meaningful reports, conclusions, and predictive detailed analytics, ensuring the accuracy of information and timely delivery.
• Analyze and provides trend analysis with focus on providing employers detailed gap analysis within their existing disability management programs (Leaves / STD / LTD / Accommodation / WC).
• Develop and maintain an action plan document from client meetings.
• Consult with clients to assess priorities and identify gaps in existing disability management services in order to strengthen and grow their disability management program.
• Customize client processes to meet their needs.
• Manage the development of practices and procedures for efficient claims and disability management services.
• Manage a smaller caseload of day-to-day disability claims (STD / LTD / Accommodations), facilitating recovery, and promoting early, safe return-to-work for clients' employees.
• Adjudicate and manage disability claims in accordance with client and OSI policies, ensuring a focus on return-to-work (RTW) and minimizing durations. Enter detailed information into the Disability Management System, evaluate medical and workplace data, and collaborate with internal teams and clients to develop outcome-focused recovery and RTW plans.

To Be Successful as a Client Lead / Disability Management Specialist, You Will Need :

• Direct experience in the Disability Management industry, with a specific focus on managing Short-Term Disability (STD) claims, including adjudication, case management, and return-to-work planning.
• To demonstrate a positive attitude and a strong sense of accountability in all aspects of work.
• To display a high level of professionalism and respect for all staff and clients.
• Proficiency in technology with strong skills in the Microsoft Office Suite.
• The ability to meet and exceed all Key Performance Metrics (KPM).
• To go above and beyond to ensure client deliverables are met.
• To be innovative and take the initiative.
• To identify issues quickly and develop effective solutions through critical thinking and analytical reasoning.
• Exceptional communication skills, delivering excellent customer service, collaborating with teams, and interacting with clients professionally.
• To build and maintain strong, collaborative relationships with clients, team members, and key stakeholders.
• To work as a key member of a team, as well as independently.
• Strong organizational skills, time management, and the ability to prioritize tasks effectively.
• To work within established procedures and policies, ensuring privacy protocols and standard operating procedures are strictly followed at all times.
• Willingness to travel, occasionally, to client locations.

All-Star Candidates Will Have

• Relevant education or continuing education with strong medical knowledge (Registered professional preferred : RN, RPN, OHN, Kinesiologist, RRP, DC, Paralegal, Certified Disability Management Practitioner / Certified Return to Work Coordinator, or other health care professional with relevant healthcare background with current standing or willing to obtain.
• Understanding or experience in return-to-work planning and / or STD / LTD adjudication / Workers’ Compensation management, financial analysis and appeals would be considered a strong asset.
• Fluency in both French and English considered an asset.
• Strong medical and healthcare system knowledge.
• Administrative, business, and / or account management experience.

What’s In It For You

• Learn by working alongside our experts
• Extended health care and dental benefits
• A retirement savings plan with company contributions
• A suite of Health & Wellness offerings
• Mental Health programs and support for you and your family
• Assistance for the completion of industry designations
• Competitive compensation

Organizational Solutions Inc. (OSI) is a premier provider of short-term disability claims management, leave administration, and workers’ compensation claims management in Canada.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to [e-mail].

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Marketing and Sales

Insurance

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