Client Services Manager, Bilingual

TELUS

Client Services Manager overseeing disability case management for clients at TELUS Health. Collaborating with employees and clients to ensure successful health outcomes through innovative solutions.

Posted 6/11/2026full-timeEdmonton • 🇨🇦 CanadaJuniorMid-Level💰 CA$58,100 - CA$85,000 per yearWebsite

About the role

Key responsibilities & impact

Conduct case assessments, contacting the employee and their direct leader by telephone to explain the disability management process and gather information for assessment purposes
Develop and document an understanding of the situation and the factors supporting as well as inhibiting a successful return to work for the employee
Provide any of the following interventions: more in-depth assessment, medical management interventions, initiation and coordination of occupational and/or psychological interventions, utilization of specialized resources or consultations etc
Determine an appropriate return-to-work (RTW) goal with the employee and the employer, provide active support for the RTW planning process between the employee and their supervisor and intervene when necessary
Communicate proactively with the employer’s Human Resources representative regarding any case management issues that may impact the workplace and RTW planning
Manage the transition to long term disability (LTD) and provide medical and summary case management information to the LTD insurer to ensure a seamless transition
Accountability and responsibility for assigned case load in managing required tasks and relationships with stakeholders
Attend Case Management and Disability Management department team meetings
Attend client meetings
Partnering with client stakeholders on their reporting needs, initiating report set-up and managing ongoing changes as the customer’s needs evolve
Identifies opportunities for process improvement for the benefit of individual programs and the broader absence management department and taking action as appropriate
Proving consultation and guidance on HR and industry best practice while partnering with client stakeholders to develop communication and training plans
Facilitating regular discussion with the client stakeholders on the program experience
Monthly billing reviews and approvals
Contract renewals and processing
Maintaining client documentation
Other projects and tasks as assigned

Requirements

What you’ll need

2-5 years comprehensive experience in Disability Case Management or combination of experience and specialized education
Background education/course work in any of the following fields: occupational health, rehabilitation, legislation related to disability management, helping relationship skills, mediation, human resource management, disability insurance, psychological and workplace factors in disability would be an asset
Registration or professional status within the disability management or professional health sector would be an asset
Strong communication skills with exceptional customer service focus
Exemplary interpersonal skills and ability to approach difficult situations with empathy and sensitivity
Detail oriented focus with ability to work independently in fast paced environment
Excellent problem solving skills and ability to apply critical thinking to execute decision making in complex situations
Advanced knowledge of English is required

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Disability Case ManagementOccupational HealthRehabilitationDisability InsuranceMediationHuman Resource ManagementPsychological Factors in DisabilityWorkplace Factors in DisabilityProcess ImprovementCase Management

Soft Skills

Communication SkillsCustomer ServiceInterpersonal SkillsEmpathySensitivityDetail OrientedIndependent WorkProblem SolvingCritical ThinkingDecision Making

Certifications

Registration in Disability ManagementProfessional Status in Health Sector