Disability Case Analyst/Case Manager

Manulife John Hancock; Canada; Remote; CAD 52,000 - 87,000; Full time

Job summary

Manulife John Hancock in Canada is seeking a Disability Case Analyst/Case Manager to support plan members across Canada, guiding them through illness, injury, and recovery with empathy and analytical rigor. The role focuses on comprehensive case management, including medical, functional, vocational, and psychosocial factors to drive sustainable return-to-work outcomes.

The position emphasizes collaboration with sponsors, providers, and internal teams.

Qualifications

• Bilingualism (English and French) is an asset; if in Québec, dual language support may be required.
• A college or university degree in a healthcare program or equivalent work experience is considered an asset.
• Confirmed ability to make meaningful decisions efficiently and optimally under tight deadlines.
• Knowledge of disability management and/or group benefits is an asset.
• A health-related field background is advantageous.
• Comfortable with both inbound and outbound calls.
• Excellent organizational and prioritization skills are critical for handling diverse tasks.

Responsibilities

• Proactively handle a dedicated caseload in compliance with service level agreements and turnaround times.
• Respond to emails and telephone calls in a timely manner.
• Assess claims based on contractual, medical, and vocational barriers.
• Collaborate with plan sponsors, plan members, providers and internal partners to drive cases to return to work or job resolution.
• Write letters communicating pertinent benefit information based on analytical reasoning.
• Demonstrate resiliency, emotional intelligence and compassion when communicating with plan members.

Skills

Bilingual English/French

Decision making under deadlines

Empathy and communication

Organizational skills

Patient/listener communication

Education

Healthcare degree or equivalent experience

Job description

Remote Canada

If you're a healthcare or insurance professional looking for a career that blends clinical insight, analytical thinking, and human connection, this could be the role that transforms your career.

As a Disability Case Analyst/Case Manager , you will support plan members across Canada guiding them through illness, injury, and recovery while helping them reclaim independence, dignity, and a path back to work. This is purpose-driven case management, grounded in empathy, critical thinking, sound decision making and measurable outcomes.

This isn't just about managing claims, it's about guiding recovery journeys. You'll use your healthcare knowledge, emotional intelligence, and problem-solving skills to assess medical, functional, vocational, and psychosocial factors, design recovery and return-to-work strategies, balance compassion with sound decision-making, and partner with clients, employers, and healthcare providers to achieve sustainable outcomes.

Your education and experience will help our hiring team in identifying the role that best aligns with our needs, whether in Absence Management Consultative Services (AMCS), Short-Term Disability (STD), or Long-Term Disability (LTD) claims.

Position Responsibilities:

• Proactively handle a dedicated caseload in compliance with specific service level agreements and targeted turnaround times.
• Actioning daily administrative tasks which include responding to emails and telephone calls in a timely manner.
• Assessing claims based on contractual, medical, and vocational barriers.
• Developing positive relationships through frequent collaboration with plan sponsors, plan members, treatment providers and internal partners (i.e., disability specialists, rehabilitation specialists and medical consultants) to drive cases to a successful return to work or job resolution ready.
• Writing letters to communicate pertinent benefit related information based on analytical reasoning.
• Demonstrating resiliency, emotional intelligence and compassion when listening and communicating with plan members, including delivering difficult claims related decisions.

Qualifications :

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
• A college or university degree in a healthcare program or equivalent work experience is considered an asset.
• Confirmed ability to make meaningful decisions efficiently and optimally under tight deadlines.
• Knowledge of disability management and/or group benefits is an asset.
• A background in a health-related field is advantageous.
• Comfortable and skilled in handling both incoming and outgoing calls.
• Excellent organizational and prioritization skills are critical for handling diverse tasks.

When you join our team:

We'll empower you to learn and grow the career you want.

We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we'll support you in shaping the future you want to see.

This posting supports an ongoing hiring initiative for existing and/or future vacancies.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity.

We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals.

We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment.

A Human Resources representative will work with applicants who request a reasonable accommodation during the application process.

All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.

To request a reasonable accommodation in the application process, contact [e-mail] .

Referenced Salary Location

CAN, Ontario - Full Time Remote

Salary range is expected to be between $51,975.00 CAD - $86,625.00 CAD

Employees also have the opportunity to participate in incenti