Client Lead / Disability Management Specialist (Bilingual)

Organizational Solutions; Burlington; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading provider of disability management services in Canada is seeking a Client Lead / Disability Management Specialist (Bilingual) in Burlington. This role focuses on account management and client satisfaction, while managing disability claims. Ideal candidates will have strong bilingual communication, organizational skills, and experience in the disability management field. Benefits include competitive compensation, health care, and wellness offerings.

Benefits

Extended health care and dental benefits

Retirement savings plan with company contributions

Mental health programs and support

Qualifications

• Direct experience in the Disability Management industry.
• High level of professionalism and respect for all staff.
• Ability to meet and exceed Key Performance Metrics (KPM).

Responsibilities

• Build long-term relationships with key clients.
• Conduct regular internal claim audits.
• Manage a smaller Disability Management caseload.

Skills

Fluency in both French and English

Exceptional communication skills

Strong organizational skills

Accountability

Analytical reasoning

Education

Relevant education in medical or disability management

Tools

Microsoft Office Suite

Job description

Overview

We are seeking a Client Lead / Disability Management Specialist (Bilingual) 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.

Responsibilities

• 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.
• Understand client expectations to consistently deliver positive key performance measures as per the contractual service agreement and OSI standards.
• Maintain a positive and collaborative relationship with client(s).
• Schedule monthly client calls and update action plans monthly.
• Demonstrate accountability by responding to clients on the 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).
• Conduct regular internal claim audits to ensure disability management practices and KPMs are in line with employer contractual agreement.
• Monitor all open files for complete and innovative RTW strategies.
• Monitor 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 provide trend analysis focusing on detailed gap analysis within 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 to strengthen and grow their program.
• Customize client processes to meet their needs.
• Coordinates IT / portal requirements.
• 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, focusing 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 the Client Lead / Disability Management Specialist (Bilingual) you will need:

Qualifications

• 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.
• Fluency in both French and English.
• Demonstrates a positive attitude and a strong sense of accountability in all aspects of work.
• High level of professionalism and respect for all staff and clients.
• Proficiency in technology with strong skills in the Microsoft Office Suite.
• Ability to meet and exceed all Key Performance Metrics (KPM).
• Willingness to go above and beyond to ensure client deliverables are met.
• Innovative with the initiative to identify issues 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.
• Ability to build and maintain strong collaborative relationships with clients, team members, and key stakeholders.
• Ability 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.
• Adherence to privacy protocols and standard operating procedures.
• Willingness to travel occasionally to client locations.
• Relevant education or continuing education with strong medical knowledge (preferred: Registered professional such as RN, RPN, OHN, Kinesiologist, RRP, DC, Paralegal, Certified Disability Management Practitioner, or Certified Return to Work Coordinator).
• 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.
• 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 us.

Required Experience : Unclear Seniority