Disability Case Manager – Benefit Claim Coordination

HR Service Jobs; Terrace; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

HR Service Jobs is seeking a compassionate Disability Case Manager to support the administration and coordination of disability benefit claims. You will guide claimants through the process, coordinate documentation, and communicate with stakeholders to ensure accurate, efficient handling in line with policies.

The role requires understanding case management principles, benefits administration, confidentiality, and professional communication.

Qualifications

• Bachelor’s degree or diploma in a related field is preferred.
• Strong written and verbal communication skills.
• Excellent organizational and time-management abilities.
• Attention to detail in reviewing forms and documentation.
• Empathy, discretion, and service orientation.
• Ability to handle confidential personal and medical information.
• Proficiency with Microsoft Office and familiarity with case management tools.
• Experience with electronic document management systems or CRM is an advantage.
• Ability to work independently and collaborate with cross-functional teams.
• Commitment to accurate recordkeeping and professional conduct.

Responsibilities

• Coordinate disability benefit claims from intake through review and resolution.
• Review forms, medical certifications, and supporting records for completeness.
• Identify missing information and coordinate follow-ups.
• Monitor claim status and ensure progress according to service standards.
• Explain procedures and timelines in clear language.
• Maintain organized case files and proper documentation.
• Refer complex or sensitive cases to the appropriate specialist when needed.

Skills

Communication skills

Organizational skills

Attention to detail

Empathy and patience

Confidentiality

Case management knowledge

Microsoft Office proficiency

Independent work

Cross-functional collaboration

Time management

Education

Bachelor's degree or diploma in related field

Tools

Case management software

Electronic document management systems

CRM platforms

Microsoft Office (Word, Excel, Outlook, Teams)

Job description

1. Job Summary

HR Service Jobs is seeking a compassionate, detail-oriented, and highly organized Disability Case Manager – Benefit Claim Coordination to support the administration and coordination of disability benefit claims. This role is responsible for guiding claimants through the disability benefits process, coordinating documentation, communicating with relevant stakeholders, and ensuring that claims are handled accurately, efficiently, and in accordance with applicable policies and procedures.

The successful candidate will serve as a key point of contact for employees, claimants, employers, healthcare providers, insurance representatives, and other authorized parties. The role requires a strong understanding of case management principles, benefits administration, confidentiality requirements, and professional communication practices.

The Disability Case Manager will review claim information, monitor case progress, identify missing documentation, follow up on outstanding requirements, and maintain accurate case records. The individual will also help claimants understand administrative requirements, applicable timelines, and the next steps in their claims process.

This position is ideal for professionals who are passionate about helping people navigate challenging circumstances while maintaining high standards of accuracy, service quality, and regulatory compliance.

2. Key Responsibilities

Disability Claim Coordination

• Coordinate disability benefit claims from initial intake through the relevant review and resolution stages.
• Review submitted claim forms, supporting documents, medical certifications, employment information, and other required records for completeness.
• Identify missing, inconsistent, or incomplete information and coordinate follow-ups with claimants and authorized stakeholders.
• Monitor claim status, track outstanding requirements, and ensure that cases progress according to established service standards.
• Explain administrative procedures, documentation requirements, and claim‑related timelines in clear, accessible language.
• Maintain organized case files and ensure that all relevant communications and decisions are properly documented.
• Refer complex, sensitive, or exceptional cases to the appropriate specialist or authorized decision‑maker.

Case Management and Follow‑Up

• Manage an assigned caseload and prioritize cases according to urgency, deadlines, complexity, and organizational guidelines.
• Conduct regular follow‑ups to obtain outstanding information and provide appropriate status updates.
• Identify potential delays, documentation gaps, and administrative barriers that may affect claim processing.
• Coordinate with internal teams to resolve routine processing issues and support timely case progression.
• Maintain follow‑up schedules, case notes, reminders, and action plans.
• Support return‑to‑work coordination when applicable, working with authorized parties and following relevant workplace policies.
• Escalate urgent concerns or disputed matters through established procedures.

Communication and Stakeholder Support

• Serve as a professional point of contact for claimants, employees, employers, healthcare providers, insurers, and benefits administrators, as authorized.
• Respond to inquiries through telephone, email, and approved case management systems.
• Provide empathetic and respectful assistance to individuals experiencing illness, injury, disability, or financial uncertainty.
• Explain claim procedures without making unauthorized promises about eligibility, approval, payment amounts, or processing outcomes.
• Coordinate information requests among relevant stakeholders while respecting privacy and authorization requirements.
• Manage difficult conversations professionally and refer clinical, legal, or benefit‑determination questions to qualified specialists when necessary.

Documentation, Compliance, and Reporting

• Maintain accurate, complete, and confidential electronic case records.
• Follow applicable privacy laws, data protection requirements, disability benefit regulations, and organizational policies.
• Verify that required documentation is recorded and stored using approved procedures.
• Prepare case summaries, status reports, workload updates, and other administrative reports as required.
• Support internal audits, quality reviews, and process improvement initiatives.
• Identify recurring administrative issues and recommend practical improvements to claim coordination workflows.
• Ensure that all case‑related activities are completed in accordance with applicable service‑level agreements and internal standards.

3. Required Skills and Qualifications

• Bachelors degree or diploma in Human Resources, Business Administration, Healthcare Administration, Social Work, Insurance, Psychology, or a related field is preferred.
• Strong written and verbal communication skills, with the ability to explain complex administrative processes clearly.
• Excellent organizational skills and the ability to manage multiple cases and competing deadlines.
• Strong attention to detail when reviewing forms, records, and supporting documentation.
• Demonstrated empathy, patience, discretion, and a service‑oriented approach.
• Ability to handle confidential personal and medical information responsibly.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and Teams, or comparable tools.
• Familiarity with electronic document management systems, customer relationship management platforms, or case management software is an advantage.
• Strong problem‑solving skills and the ability to identify documentation gaps and coordinate appropriate follow‑up.
• Ability to work independently while collaborating effectively with cross‑functional teams.
• Commitment to accurate recordkeeping, professional conduct, and fair treatment of claimants.
• Willingness to learn applicable disability benefits procedures, organizational policies, and compliance requirements.

4. Experience

• Previous experience in disability case management, insurance claims administration, employee benefits, healthcare administration, workers compensation, or human resources is preferred.
• Experience coordinating documentation, maintaining case files, and tracking applications or claims through multiple stages is beneficial.
• Candidates with experience in customer service, administrative coordination, patient support, employee services, or insurance operations may also be suitable.
• Familiarity with disability benefit programs, medical documentation workflows, claims processing systems, and privacy requirements is an advantage.
• Experience handling sensitive customer inquiries and resolving administrative issues professionally will be highly valued.
• Entry‑level candidates with relevant educational qualifications, strong organizational abilities, and a genuine interest in benefits administration may be considered, depending on the positions requirements.

5. Working Hours

• Employment Type: Full‑time, subject to the final employment agreement.
• Work Arrangement: Remote, hybrid, or office‑based, depending on business requirements and the specific vacancy.
• Typical Schedule: Approximately 40 hours per week for a full‑time position.
• Shift Requirements: Standard business hours may apply, with occasional schedule flexibility to accommodate claimant needs, team coverage, or regional time zones.
• Breaks and Leave: Provided in accordance with applicable employment laws and company policies.
• Availability: Employees should be able to attend scheduled meetings, complete assigned follow‑ups, and meet established case‑processing deadlines.
• The final working schedule, location, and employment terms will be communicated during recruitment.

6. Knowledge, Skills, and Abilities

Disability Benefits Knowledge

• Understanding of disability benefit claim workflows and supporting documentation requirements.
• Awareness of short‑term and long‑term disability benefits, where applicable.
• Ability to distinguish administrative coordination responsibilities from medical assessments and formal eligibility decisions.
• Willingness to learn relevant benefit plan provisions, claim procedures, and applicable legal requirements.

Case Management Skills

• Ability to organize and prioritize a varied caseload.
• Competence in tracking deadlines, maintaining action logs, and monitoring case progress.
• Ability to identify missing information and coordinate timely follow‑ups.
• Strong documentation and information‑management capabilities.

Communication and Interpersonal Abilities

• Ability to communicate with sensitivity and professionalism when supporting people in difficult circumstances.
• Confidence in handling telephone calls, emails, and written case updates.
• Ability to work collaboratively with internal departments and external stakeholders.
• Strong listening, conflict‑resolution, and relationship‑management skills.

Technical and Analytical Skills

• Proficiency in standard office productivity tools and digital communication platforms.
• Ability to learn case management databases and document processing systems.
• Strong data‑entry accuracy and attention to record consistency.
• Ability to prepare basic reports, identify workflow bottlenecks, and support operational improvements.

Professional Judgment and Ethics

• Commitment to confidentiality, fairness, accuracy, and accountability.
• Ability to recognize sensitive issues and elevate cases appropriately.
• Understanding of professional boundaries when handling medical or legal information.
• Ability to follow established procedures while responding appropriately to individual case circumstances.

7. Benefits

HR Service Jobs may offer a competitive benefits package, depending on the employer, location, employment classification, and applicable policies. Potential benefits may include:

• Competitive salary aligned with qualifications, experience, and responsibilities.
• Health insurance or medical benefits, where available.
• Paid annual leave and applicable public holidays.
• Sick leave and other statutory leave entitlements.
• Retirement or pension benefits, where applicable.
• Professional development opportunities and job‑related training.
• Access to digital case management tools and workplace resources.
• Opportunities to develop expertise in disability benefits, claims coordination, insurance operations, and employee services.
• Potential remote or hybrid working arrangements for eligible positions.
• Opportunities for internal mobility and advancement based on performance and business needs.

Specific compensation, benefits, and eligibility conditions will be confirmed in the official employment offer. Benefits should not be considered guaranteed unless explicitly stated in the applicable employment terms.

8. Why Join HR Service Jobs?

Joining HR Service Jobs for a Disability Case Manager – Benefit Claim Coordination opportunity can provide an opportunity to build a meaningful career at the intersection of employee support, benefits administration, and case coordination.

Make a Meaningful Difference: Help individuals navigate important administrative processes during periods of illness, injury, disability, or financial uncertainty by providing clear information and reliable follow‑up.

Develop Specialized Expertise: Build practical knowledge of disability benefits, claims administration, documentation management, and stakeholder coordination.

Work with Diverse Professionals: Collaborate with professionals across human resources, insurance, healthcare administration, and employee services, depending on the assignment.

Strengthen Your Professional Skills: Develop communication, organization, problem‑solving, and case management capabilities that are valuable across multiple industries.

Pursue Career Growth: Build a foundation for potential progression into senior case management, disability benefits administration, claims operations, employee benefits, or HR operations roles.

Contribute to Service Excellence: Help improve administrative accuracy, claimant communication, and the overall efficiency of disability claim workflows.

The role is particularly suitable for individuals who combine empathy with analytical thinking and who want to contribute to a professional, service‑focused environment.