Disability Case Manager

Manulife Financial; Windsor; On-site; CAD 52,000 - 87,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Wellness programs

Job summary

Manulife Financial is seeking a Disability Case Manager in Windsor to support plan members through illness, recovery, and return-to-work journeys. You will manage disability claims (STD, LTD) and collaborate with healthcare providers, sponsors, and internal teams to determine eligibility and deliver excellent service.

This on-site role requires strong problem solving, relationship-building, and empathy while handling complex cases in a fast-paced environment.

Qualifications

• Post-secondary diploma, degree, or equivalent in a healthcare field.
• Minimum 1 year of experience in case management.
• Experience in insurance, claims adjudication, or return-to-work programs is an asset.
• Knowledge of disability management and/or Group Benefits.
• Strong analytical and communication skills; able to manage multiple priorities.

Responsibilities

• Proactively manage a dedicated caseload while meeting SLAs and turnaround times.
• Assess disability claims by evaluating provisions, medical information, and vocational factors.
• Decide benefit eligibility and payment approvals.
• Audit case management activities and provide guidance to teammates.
• Maintain regular communication with plan members via phone and email.
• Collaborate with plan sponsors, providers, and internal stakeholders for outcomes and returns-to-work plans.
• Develop and implement effective case management strategies.
• Demonstrate empathy and resilience when communicating difficult decisions.

Skills

Case management

Disability management

Communication

Analytical thinking

Time management

Decision making

Education

Healthcare-related degree or diploma

Bachelor's degree (optional)

Tools

Microsoft Office

Job description

Manulife's Canadian Disability and Group Life team is looking for a Disability Case Manager to join our growing organization.

In this role, you will make a meaningful difference in the lives of our plan members by supporting them through periods of illness, recovery, and return to work. As a trusted partner, you will provide disability benefits and proactive case management for short-term disability (STD), long-term disability (LTD), and workplace injury claims.

This is an excellent opportunity for professionals who enjoy problem solving, building relationships, and helping others navigate challenging life situations while delivering outstanding customer service.

This is a fully on-site role based at our Windsor facility. Candidates must be able to work from this location on a regular basis and meet the operational requirements of the position.

Responsibilities

• Proactively manage a dedicated caseload while meeting service level agreements and turnaround time expectations.
• Conduct comprehensive assessments of disability claims by evaluating contractual provisions, medical information, and vocational factors.
• Make informed and timely decisions regarding benefit eligibility and payment approvals.
• Support team members: Audit case management activities and decisions, provide technical guidance and feedback, support skill development, and ensure adherence to best practices, quality standards, and organizational policies.
• Maintain regular communication with plan members through phone and email interactions.
• Collaborate with plan sponsors, healthcare providers, rehabilitation specialists, disability specialists, medical consultants, and internal stakeholders to support successful claim outcomes and return-to-work plans.
• Develop and implement effective case management strategies tailored to individual circumstances.
• Demonstrate empathy, compassion, and resilience when supporting plan members and communicating difficult claim decisions.

Qualifications

• Post-secondary diploma, DEC, DEP, bachelor's degree in a healthcare-related field, or an equivalent combination of education and experience.
• Minimum 1 year of experience in case management. Previous experience in insurance, claims adjudication, or return-to-work programs, an asset.
• Experience in a healthcare or rehabilitation-related field.
• Knowledge of disability management and/or Group Benefits.
• Ability to make sound decisions and exercise judgment in a fast-paced environment with competing priorities.
• Strong analytical and critical-thinking skills.
• Excellent communication skills, both written and verbal.
• Comfortable managing frequent inbound and outbound telephone interactions.
• Strong organizational and time-management skills, with the ability to prioritize multiple tasks effectively.

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 se

The role being advertised is an existing vacancy.

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

Windsor, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$51975,00 CAD - $86625,00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

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.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.