Drug Prior Authorization Case Manager

Manulife group; Southwestern Ontario; Hybrid; CAD 44,000 - 73,000; Full time

Job summary

Manulife Financial Corporation is seeking a Drug Prior Authorization Case Manager in Ontario. You will manage complex Prior Authorization claims end-to-end, including direct communication with members and providers, and serve as a subject matter expert for internal and outsourced teams.

The role emphasizes research, risk assessment, and collaboration across stakeholders to ensure quality outcomes and customer experience.

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.

Responsibilities

• 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.
• 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.

Skills

Excellent written and verbal comms

Analytical and problem-solving

Prioritization under pressure

Independent yet collaborative

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.

The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/ lご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、 [e-mail] までご連絡をお願いします。

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

ハイブリッド勤務

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.

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.

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