Disability Case Manager

Manulife's Canadian Disability and Group Life team is looking for a Disability Case Manager to join our growing organization.

In this role, you will make a meaningful difference in the lives of our plan members by supporting them through periods of illness, recovery, and return to work. As a trusted partner, you will provide disability benefits and proactive case management for short-term disability (STD), long-term disability (LTD), and workplace injury claims.

This is an excellent opportunity for professionals who enjoy problem solving, building relationships, and helping others navigate challenging life situations while delivering outstanding customer service.

This is a fully on-site role based at our Windsor facility. Candidates must be able to work from this location on a regular basis and meet the operational requirements of the position.

Responsibilities:

• Proactively manage a dedicated caseload while meeting service level agreements and turnaround time expectations.
• Conduct comprehensive assessments of disability claims by evaluating contractual provisions, medical information, and vocational factors.
• Make informed and timely decisions regarding benefit eligibility and payment approvals.

• Support team members: Audit case management activities and decisions, provide technical guidance and feedback, support skill development, and ensure adherence to best practices, quality standards, and organizational policies.

• Maintain regular communication with plan members through phone and email interactions.
• Collaborate with plan sponsors, healthcare providers, rehabilitation specialists, disability specialists, medical consultants, and internal stakeholders to support successful claim outcomes and return-to-work plans.
• Develop and implement effective case management strategies tailored to individual circumstances.
• Demonstrate empathy, compassion, and resilience when supporting plan members and communicating difficult claim decisions.

Qualifications

• Post-secondary diploma, DEC, DEP, bachelor's degree in a healthcare-related field, or an equivalent combination of education and experience.
• Minimum 1 year of experience in case management. Previous experience in insurance, claims adjudication, or return-to-work programs, an asset.
• Experience in a healthcare or rehabilitation-related field.
• Knowledge of disability management and/or Group Benefits.
• Ability to make sound decisions and exercise judgment in a fast-paced environment with competing priorities.
• Strong analytical and critical-thinking skills.
• Excellent communication skills, both written and verbal.
• Comfortable managing frequent inbound and outbound telephone interactions.
• Strong organizational and time-management skills, with the ability to prioritize multiple tasks effectively.

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 se

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.