TELUS

Manager, Client Experience and Service Delivery – Absence and Disability Management

TELUS

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$90,000 - CA$105,000 per year

About the role

  • Carry out effective and efficient processes as contracted; provide best practices advice under the direction and leadership of the Director
  • Facilitate open and timely communication between team members, other TELUS Health employees and external customers including active participation in departmental or individual team meetings
  • Manage and monitor all program operation tasks related to implementation of program delivery, including but not limited to: resolving concerns or escalations that may arise during case management, assisting with selection, orientation and mentoring of new team members, interaction with members, medical consultants, and legal counsel regularly, as necessary
  • Provide support to the Director to review statistics, determine program modifications or enhancements required as well as recommended solutions to key drivers of disability, including participating in regular on-site or virtual client meetings as necessary
  • Partner with the Director to provide consultation and guidance on HR and industry best practices, and support client stakeholders to develop communication and training plans as appropriate
  • Audit Disability Case Records to ensure quality, adherence to SLA and excellent customer service while providing regular consultation for each Case Manager on complex cases
  • Manage a team of Disability Case Manager direct reports, including: Oversight of activities; coaching, mentoring
  • Monitor and support in the training of Case Managers related to performance indicators based on TELUS Health delivery models and client standards of work
  • Provide secondary review and audit of files, appeals
  • Manage escalations from the client, and support the Director with any client facing requirements while demonstrating high client focus, attention to detail, initiative, and strong case management skills
  • Support local EFAP, Consulting, and Benefits Admin lines of business based on actual trends and experience in discussing and developing Health Management solutions for the client, with the oversight of the Director
  • Work with Client Interaction Centre (CIC) and other departments in Absence and Disability Management / Health & Productivity Solutions to ensure service levels and quality standards are met or exceeded

Requirements

  • Minimum 3 years of progressive experience in Absence and Disability Management
  • Minimum 2 years of experience in a leadership, management, supervisory, or coaching role with responsibility to guide team performance
  • Completed post-secondary education in any of the following fields: Health Sciences, Medical Sciences, Business Administration, Counseling, Human Services, Human Resources or Health and Wellness is required
  • Knowledge of disability best practices, group insurance, mental health claims management and LTD coverages is required, as well as knowledge of Human Resource practices and associated legislation
  • Must be able to demonstrate project management experience working with a large organization
  • Must be able to demonstrate excellent written and oral communication as well as presentation skills; bilingualism in French and English, an asset
  • NIDMAR certification (CDMP) or working towards, an asset
  • Any additional certification in HR, Wellness & Health Promotion or Disability Management would be an asset
  • Prior work experience within a consulting environment, including the support of a number of different types of programs and clients, and experience managing and implementing various programs is preferred
Benefits
  • Comprehensive total rewards package highlighting competitive salary and bonus structures
  • Minimum 3 weeks of vacation
  • Flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Absence ManagementDisability ManagementCase ManagementProject ManagementGroup InsuranceMental Health Claims ManagementLTD CoverageHuman Resource PracticesStatistical AnalysisProgram Implementation
Soft Skills
LeadershipCoachingMentoringCommunicationAttention to DetailInitiativeClient FocusTeam Performance ManagementPresentation SkillsInterpersonal Skills
Certifications
NIDMAR Certification (CDMP)HR CertificationWellness & Health Promotion CertificationDisability Management Certification