Disability Assistant

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Employees can be absent from work for a variety of reasons: casual absence, work-related illness and/or injury, or health issues requiring the employee to be away from the work place for an extended period. Our absence management program helps employers strategically manage those absences—focusing on reducing overall costs, realizing administrative efficiency, and enhancing support for employees and employers. All with the goal of returning employees to health and productivity.

Join a tight-knit team of dedicated professionals who manage absence claims for thousands of employees. Our team has deep expertise and we pride ourselves on open, honest communication and supporting each other through a fast-paced environment. You'll be supporting our expanding US line of business, where we're building a growing team committed to high quality standards.

By processing claims quickly and accurately, you'll help employees navigate a difficult time—when they're managing health issues or family needs. Your work directly reduces their stress and gets them the support they need faster.

The role of the Disability Assistant is to communicate with claimants and clients as it relates to initiating a claim or the status of a claim; to ensure claim documents are processed when received and to send out all documentation for claims in a timely manner; and to follow the initial claims process procedures for claims received.

What you'll do:

• Answer incoming calls from claimants and employees to assist with leave of absence applications, short-term disability reporting, and claim status inquiries.

• Work in a fast-paced environment where you'll juggle multiple tasks—answering calls, processing documents, and updating case notes—while maintaining accuracy and meeting tight timeframes.

• Process incoming documents and reviews FMLA and STD documents received to determine if all necessary information has been provided to proceed with claim assignment/processing.

• Inform claimants of documentation required to process claims, required timeframes, and claims status either by phone, written correspondence, and/or claims system when inquiry is received.

• Update claim notes with appropriate claim and certification information.

• Assist Case Managers and Nurse Consultants as needed.

• Follow all processes as laid out in the Standard Operating Procedures (SOPs), and/or as detailed in training/meetings.

• Other projects and tasks as assigned.

What you bring:

• 2+ years of customer-facing experience (call center, retail, or similar fast-paced customer service roles where you've managed multiple tasks and interacted with diverse customers).

• High School Diploma.

• Strong interpersonal and helping skills along with assessment and problem-solving skills.

• Excellent computer skills and the ability to work primarily online in a paperless environment.

• Reliable high-speed internet connection and a quiet home workspace. You'll need to pass an internet speed test as part of our onboarding process.

Nice to Haves:

• 2+ years experience in Human Resources, Disability management, and/or FMLA administration.

• Familiarity with absence management systems.

• Associate's Degree.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.