Drug Prior Authorization Case Manager

Manulife/John Hancock; Southwestern Ontario; Hybrid; CAD 44,000 - 73,000; Full time

Benefits offered by this job

Health

Dental

Mental health

Vision

Disability insurance (short/long-term)

Life and AD&D

Pension/retirement plans

Employee/family assistance

Paid time off

Job summary

Manulife/John Hancock in Waterloo, Ontario, is seeking a Drug Prior Authorization Case Manager to oversee end-to-end PA claims with a focus on accuracy, compliance, and service. You will work with members, providers, and internal teams to adjudicate complex requests and drive quality outcomes.

The role requires 2–3 years in a customer-focused setting, strong communication, and proficiency in MS Office. A hybrid work arrangement and supportive benefits package are offered.

Qualifications

• Post-secondary education or an equivalent combination of education and relevant experience.
• 2–3 years in a customer-focused environment, case management, claims, or related field.
• Proficiency with Microsoft Office 365 applications.
• Experience in Group Benefits, claims management, disability management, or another regulated environment.
• Knowledge of benefits administration and claims terminology.

Responsibilities

• Manage intake, review, and adjudication of Prior Authorization drug requests against guidelines and criteria.
• Own cases from intake to resolution, prioritizing by urgency and complexity.
• Communicate outcomes to members, providers, pharmacies, and internal stakeholders.
• Conduct research to resolve complex, escalated, or non-standard claim scenarios.
• Serve as SME for PA and claims adjudication; guide internal teams and outsource partners.
• Participate in projects to improve operational effectiveness and customer experience.
• Support QA, knowledge sharing, training, and continuous improvement initiatives.

Skills

Customer service

Case management

Communication skills

Analytical skills

Multitasking

Education

Post-secondary education or equivalent

Tools

Microsoft Office 365

Job description

The Drug Prior Authorization Case Manager is accountable for the full service, end to end management of our most complex Prior Authorization claims including directly communicating with members and providers. The Case Manager must possess the knowledge and expertise required to manage cases with total autonomy, while meeting service expectations to ensure excellent customer experience. This role is responsible for managing all claims situations that have unique handling requirements including those that fall outside the scope of system automation and global resourcing. Also includes the undertaking of challenging scenarios involving extensive research, sensitive/escalated issues and high dollar value claims. The Case Manager provides direct support to a variety of stakeholders in the organization and is considered a subject matter expert who handles inquiries from various internal and external sources as well as providing peer training.

Position Responsibilities

Claims Adjudication & Prior Authorization Management (60%)

Manage the intake, review, and adjudication of Prior Authorization drug requests, assessing submissions against clinical guidelines, plan provisions, and documented approval criteria. Assume ownership of cases from intake through resolution, prioritizing work based on urgency and complexity. Communicate claim outcomes to members, providers, pharmacies, and internal stakeholders while meeting service and turnaround time standards. Conduct research and analysis to resolve complex, escalated, or non-standard claim and authorization scenarios.

Supporting the Business (40%)

Serve as a subject matter expert for Prior Authorization and claims adjudication, providing guidance and support to internal teams and outsource partners. Apply risk management principles and sound judgment when assessing claim requests. Participate in projects and initiatives that improve operational effectiveness, quality, and customer experience. Manage escalated claims issues to achieve timely and effective resolution. Support quality assurance, knowledge sharing, training, and continuous improvement initiatives.

Key Shared Accountabilities

• Commitment to Financial Efficiency and Continuous Improvement targets, as required
• Commitment to improving NPS (customer) scores based on overall Operations goals
• Commitment to the achievement of the divisional and organizational Strategic Priorities

Required Qualifications

• Post-secondary education or an equivalent combination of education and relevant experience.
• 2-3 years of experience in a customer-focused environment, case management, claims, or a related field.
• Proficiency with Microsoft Office 365 applications.
• Experience in Group Benefits, claims management, disability management, insurance, or another regulated environment.
• Knowledge of benefits administration, medical and dental terminology, or claims-related practices.

Preferred Qualifications

• Excellent written and verbal communication skills with the ability to interact effectively with a variety of stakeholders.
• Strong analytical, problem-solving, and decision‑making skills.
• Proven ability to manage multiple priorities in a fast‑paced and evolving environment.
• Strong attention to detail, sound judgment, and commitment to maintaining confidentiality.
• Ability to work independently while collaborating effectively within a team environment.
• Experience investigating complex cases, assessing risk, and resolving challenging situations.
• Strong customer focus with the ability to build productive relationships with a wide range of stakeholders.
• Strong influencing, negotiation, collaboration, and communication skills.
• Ability to adapt to change, embrace new technologies, and manage competing priorities effectively.
• Continuous improvement mindset with a focus on operational excellence and solution‑oriented thinking.
• Experience serving as a subject matter expert, mentor, or informal leader is considered an asset.

Working Conditions

WorkSmart is an option for this role. Work hours aren’t always “traditional” and coverage may need to align with Customer Contact Centre to provide optimal customer service. Overtime to maintain service levels is a requirement of the role.

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. #LI-REMOTE

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 Waterloo, Ontario Working Arrangement Hybrid Salary range is expected to be between $43,875.00 CAD - $73,125.00 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.

Benefits

• health
• dental
• mental health
• vision
• short- and long‑term disability
• life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• 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.

Recent Awards

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

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