Overview:We are seeking a fully bilingual (English/French) Case Manager for hybrid roles based in Ottawa and Montreal (starting in the new year). This position offers excellent benefits, competitive compensation ($70-75K base salary, 6% bonus, 3% RRSP), and an opportunity to work in a dynamic, client-focused environment.Key Responsibilities:Claims Management:Review submitted claims and supporting documents within two weeks of receipt.Assess policy alignment and make approval or denial decisions based on available information (80%).Manage approved cases for up to six months, ensuring progress toward a return to work.Decision-Making:Evaluate incomplete data confidently to make firm, timely decisions.Communicate decisions clearly and empathetically, especially in cases of denial.Client Interaction:Conduct monthly check-ins with clients on approved cases to track recovery progress.Handle difficult conversations with resilience and professionalism.Collaboration:Work closely with Disability Claims Managers and other team members.Required Skills & Qualifications:Bilingual: Proficient in English and French (written and spoken).Analytical & Decision-Making Skills: Ability to work in grey areas and resolve complex cases.Resilience: Comfortable with difficult conversations, including delivering financially impactful decisions.Experience:5+ years in customer service, claims management, or a related field.Background in call center supervision, HR, insurance, accommodations, coaching, or education preferred.Education/Professional Background:Nurses (practical, matter-of-fact approach) or kinesiologists are well-suited for this role.Experience in travel insurance, sports therapy, learning & development, collections, or fraud investigation is a plus.Training & Support:Comprehensive Training: An 8-week training program to cover all scenarios and processes.Benefits & Work Environment:Hybrid Schedule: Flexible, with 3 days per week in-office (Scott Street, Ottawa).Benefits: Competitive salary, 6% performance bonus, and 3% RRSP contribution.Career Development: Opportunity to work on diverse and impactful cases.
Job Title
Case Manager