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