Disability Case Manager Coordinator

Equitable; Southwestern Ontario; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Office in Waterloo

Job summary

Equitable is seeking a Disability Case Manager Coordinator in Waterloo, Ontario. The role supports the Group Life & Disability Claims team, handling claims setup, documentation, and follow-ups with a focus on accuracy and timeliness.

Fluency in French and English is required. You will interact with physicians, sponsors, and internal teams to adjudicate disability cases while maintaining confidentiality and professional judgment.

Qualifications

• Fluent in French and English, written and spoken.
• Knowledge of Life and Disability claims adjudication processes.
• Strong interpersonal skills for internal/external client relationships.
• Ability to meet productivity and quality standards in a fast-paced environment.
• Ability to interpret contract provisions and guidelines for disability eligibility.
• Ability to work in a team and contribute to process improvements.
• Strong written and verbal communication skills.
• Organize, prioritize and maintain high accuracy.
• Willingness to adapt processes to improve efficiency.

Responsibilities

• Handle inbound/outbound calls and written communications.
• Index incoming documents accurately within turnaround times.
• Set up new disability claims.
• Follow up on claims via phone, email, or letter.
• Prepare letters for members, sponsors, doctors and lawyers.
• Issue payments to doctors and rehab providers.
• Prepare file copies for lawyers/doctors/rehab providers.
• Review annual updates for extended disability claims.
• Prepare and send Canada Pension Plan applications.
• Other duties as required.

Skills

Bilingual FR/EN

Disability/Life claims adjudication

Interpersonal skills

Productivity in fast-paced environment

Contract provisions interpretation

Team collaboration

Process improvement

Communication skills

Organization & prioritization

Mathematical skills

MS Office proficiency

OnBase familiarity

Tools

OnBase

MS Office

Job description

The Opportunity:

At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you.

Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

We are looking for a Disability Case Manager Coordinator to join our Group Life & Disability Claims team! You will provide timely and accurate support to the Group Life & Disability claims team. You will handle a variety of tasks including reviewing and categorizing all incoming correspondence, setting up new claims, and follow ups for outstanding information. The ability to seamlessly transition from various tasks as needs require, while maintaining priority-based organization are key skills to this role.

Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements:

This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you’ll do:

• Handle inbound and outbound phone calls as well as written communication


• Index incoming documentation accurately and within established turn around times


• Set up new disability claims


• Complete follow ups on new and existing claims via phone, email and/or letter


• Complete templated letters for members, sponsors, doctors and lawyers


• Issue expense payments to doctors, rehab providers, investigators, etc.


• Prepare file copies for lawyers, doctors, and rehab providers


• Request and review annual updates for extended duration disability claims


• Prepare and send member applications for additional benefits (Canada Pension Plan)


• Other duties as required

What you’ll bring:

• Fluency in both French and English is required for this position, including the ability to speak, read, and write proficiently in both languages


• Knowledge of Life and Disability claims adjudication processes


• Superior interpersonal skills to manage relationships with internal and external clients. Clients can include Finance, I/T, other Group Departments, Group Offices, medical offices and physicians.


• Ability to meet productivity and quality standards in a fast-paced production environment


• Ability to interpret and apply contract provisions and administrative guidelines to determine eligibility for disability cases


• Ability to work effectively in a team environment


• Actively contribute to the teams’ continuous process improvement objectives


• Strong verbal and written communication skills


• Ability to organize, prioritize and maintain a high degree of accuracy


• Strong mathematical skills


• Strong computer skills, including the ability to work in several different systems at the same time


• Knowledge of MS Office applications, and internal systems (ie. OnBase)


• High degree of professionalism and discretion in handling confidential and sensitive issues


• Willingness to adapt current processes, or take on additional tasks to improve efficiency and internal customer support provided to each Claims area


• Ability to work well in a team environment as well as independently


• Detail oriented and problem resolution skills


• Bilingual in French and English would be an asset

What’s in it for you:

• Career Growth: Regular learning sessions and developmentopportunities


• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pensionmatching


• Time Away: Competitive vacation plus one paid volunteer day each year


• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

We’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [e-mail]. We’re happy to help.

If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. This position is open and we are excited to find the right person to join our team.Your base pay will be based on your skills, qualifications, experience and education.

At Equitable, your resume will be reviewed by real people and all hiring decisions are made by our recruiters and hiring managers. AI tools may be used to support administrative and productivity tasks throughout the recruitment process, but we believe that evaluating experience, skills, and talent potential requires meaningful human interaction.

As part of our commitment to maintaining a secure and trusted workplace, candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy.

Reports To:

Supervisor, Life and Disability Claim Support

Department:

Group Disability Life Claims

Term:

Permanent Full-Time