Disability Case Manager

Manulife; Remote; CAD 50,000 - 85,000; Full time

Job summary

A leading financial services provider is seeking a Disability Case Manager to work from home. This role involves managing disability claims, providing support to plan members, and ensuring their successful reintegration into the workforce. Ideal candidates should have excellent critical thinking and telephonic communication skills, alongside a relevant diploma or degree. The position offers a competitive salary and comprehensive benefits, including health coverage and retirement plans. Candidates should be bilingual to support clients across Canada.

Benefits

Customizable health benefits

Retirement savings plans

Generous paid time off program

Qualifications

• Bilingualism is an asset; proficiency in both languages required for candidates in Québec.
• Post-secondary diploma or bachelor's degree in healthcare or equivalent experience.
• Ability to make efficient and meaningful decisions under tight deadlines.
• Knowledge of disability management or group benefits is an asset.

Responsibilities

• Handle a dedicated caseload in compliance with service level agreements.
• Respond to emails and phone calls in a timely manner.
• Assess claims based on contractual and medical barriers.
• Develop relationships with plan sponsors and treatment providers.

Skills

Bilingualism (English and French)

Excellent organizational skills

Critical thinking

Telephonic communication

Emotional intelligence

Education

Post-secondary diploma or equivalent

Job description

Join Manulife’s Canadian Disability and Group Life team as a Disability Case Manager and experience the flexibility of a 100% remote position. In this vital role, you will support plan members across Canada, guiding them through their journey of illness, recovery, and return to work. Your responsibilities will include providing disability benefits and engaging in proactive case management with a focus on successful reintegration into the workforce. You will use your critical thinking and analytical skills to evaluate contract terms and medical information, determine eligibility for disability payments, and optimally handle your daily tasks. Strong telephonic communication skills are essential as you connect with plan members and make impactful decisions.

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.
• Action daily administrative tasks which include responding to emails and telephone calls in a timely manner.
• Assess claims based on contractual, medical, and vocational barriers.
• Develop 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.
• Write letters to communicate pertinent benefit related information based on analytical reasoning.
• Demonstrate 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 post‑secondary diploma, CEGEP (DEC or DEP) or bachelor’s degree in a healthcare program or equivalent work experience.
• 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.

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

Working Arrangement

Remote

Salary range is expected to be between

$50,700.00 CAD - $84,500.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.