Disability Case Manager, Employer Services

Disability Case Manager (Employer Services)

Who We Are

At Disability Management Institute (DMI), we deliver innovative, end-to-end disability and absence management solutions that transform how employers support their teams. Since 2002, our experienced team of dedicated professionals have combined deep expertise with genuine care to create partnerships that benefit employees, employers, and stakeholders alike.

Our culture thrives on connection, collaboration, and respect. Open communication, team bonding, and a spirit of appreciation create an environment where you feel supported, valued, and empowered to bring your authentic self to work every day.

The Opportunity

The Disability Case Manager (Employer Services) will be responsible for providing a high caliber of Advice to Pay claims management services to a broad customer and client base within the Employer marketplace. This will be accomplished through the development and implementation of pro-active case adjudication and management principles within timely and cost-effective strategic tools and resources.

This is a remote role within Canada. We are open to candidates across the country, however you must work within our core business hours.

What You'll Be Doing

• Assess short-term disability claims for benefit eligibility and render decisions within service standards, including evaluation of medical information, occupational and contractual provisions, and pursuit of additional information as required.
• Conduct telephone interviews focused on obtaining pertinent medical and treatment status, functional information, and return-to-work readiness.
• Identify and evaluate medical and non-medical barriers and functional abilities to positively impact outcomes.
• Develop, communicate, and implement pro-active case management plans.
• Collaborate, negotiate, and develop return-to-work plans.
• Identify suitable rehabilitation referrals in keeping with employer disability and absence policies and costing.
• Utilize external and internal resources to progress files forward to resolution, with a focus on function and gainful employment.
• Collaborate with healthcare providers and physicians, written or verbal, based on the needs of the claim.
• Manage external referrals, services, and relationships with service providers and strategic partners through research and knowledge of local community resources.
• Demonstrate understanding of employer-specific resources (i.e. EFAP) and coordination of the same.
• Demonstrate an understanding of various rehabilitation and vocational tools that may be applied to move toward resolution.
• Serve as an expert claims management resource for customers and internal business units.
• Engage in professional interaction with all stakeholders on a regular basis, including timely and efficient follow-up to telephone and email communication.
• Provide timely, detailed documentation to ensure progression and fulfillment of case management plans.

What You Bring to the Team

• Related post-secondary degree (i.e. Kinesiology, Psychology, Social Work, or related discipline) or equivalent experience.
• Solid background and knowledge of STD policy and coverage; understanding of LTD and Group plans is an asset.
• Strong analytical skills, excellent problem-solving abilities, and ability to work with a minimum of supervision.
• Professional communication skills, oral and written, with the ability to adapt communication style for a range of stakeholder and client needs.
• Experience and knowledge of vocational rehabilitation services.
• Conscientious, resourceful, and self-motivated with a positive attitude toward navigating barriers.
• Strong organizational abilities and a capacity for multitasking.
• Ability to successfully interface with conflicting agendas while acting in an even-handed manner.
• Strong interview skills with an aptitude for perceiving and uncovering underlying interests and motivations.
• Ability to manage expectations of all stakeholders (employee, employer, lawyer, doctors, union, etc.) as necessary.
• Ability to adapt to rapidly changing circumstances and new ways of working, with excellent time management skills and the ability to meet tight deadlines.
• Sound computer skills including Microsoft Outlook, Word, Excel, and PowerPoint.

Critical Competencies

You will succeed in this role if you are:

• A Case Management Outcomes Achiever – You consistently support team performance targets by managing an optimal caseload volume of 45-50 files, while meeting or exceeding key outcome benchmarks including total recovery greater than 91% and average closed file duration under 42 days.
• A Case Management Quality Champion – You demonstrate adherence to best practices through effective and organized file management, achieving a "Meets" or "Optimal" rating on quality assurance and leader file reviews in over 90% of cases, and taking timely action to resolve any privacy incidents or escalations.
• A Collaborator – You work effectively with others across teams, departments, and external partners, actively seeking diverse perspectives and contributing to a positive, team-oriented culture built on open communication and shared accountability.
• An Effective Communicator – You interact with others to build relationships and drive resolution, applying emotional intelligence, tact, and diplomacy to navigate difficult conversations and stakeholder needs, and prepare clear and effective claim decision letters.
• A Service Delivery leader – You demonstrate a strong commitment to service excellence by consistently meeting key service level targets, including rendering initial ATP decisions within 3 days, issuing claim recommendation letters within 1 day, and responding to emails and voicemails within 1 business day more than 90% of the time.

Compensation

At the time of this posting, the estimated annual base salary for this position is $60,000-$70,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only and does not encompass the comprehensive total rewards package that we proudly offer.

Why DMI is the Place for You

• Beyond salary, we offer generous paid time off including 3 weeks minimum vacation, plus 26 long weekends a year through our much-loved Happy Friday program to help you balance life and work on your terms
• We provide flexible work options including remote and hybrid schedules, extended health and dental benefits, RRSP matching, and wellness support, including comprehensive mental health resources
• Clear career paths, personalized learning, and leadership committed to invest in your development

Belonging Starts Here

Diversity, inclusion, and belonging aren't just programs at DMI; they are our foundation. We foster a safe, respectful, and inclusive workplace where everyone belongs and can thrive.

If you need accommodation during any stage of the hiring process, please let us know! We're here to help.

If you're ready to do meaningful work and grow your career with DMI, we'd love to hear from you. Click Apply to submit your application.