Manager, Absence and Disability Management - Edmonton, Canada - LifeWorks

LifeWorks

Verified Company

Edmonton, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people's lives.

The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve.

Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Our Absence and Disability Management (ADM) business helps employers achieve improved health and productivity outcomes with services focused on absence reporting, proactive case management and effective return-to-work support for a variety of employee health risks or conditions, whether related to physical, mental, social or workplace health.

Through our leave administration services, LifeWorks provides clients with improved leave compliance to federal, state and municipal regulations as well as company-specific policies.

With 2 million lives supported by our absence management team, we are proud to be Canada's leader in absence and disability management, as well as a significant growth engine for LifeWorks continued expansion in the United States.

We are supporting employees and strengthening business through our industry-leading technology, and highly skilled case management expertise help employees navigate the complexities of the health care system and remove barriers for returning to work.

This is a remote role that can be based from a home office located within the West region of Canada.

Summary

The Manager is responsible for operationalizing the ADM client program goals by supporting with administration, and monitoring adherence to best-in-class and client specific processes.

The Lead, Disability Management is also accountable for the direct management of the case management team, including monitoring and coaching Disability Case Managers to maintain data integrity, operational delivery, quality assurance and service standards, and other areas as per the guidance of the ADM leadership team.

Responsibilities:

Operations Management

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 LifeWorks 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 onsite 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

People Leadership

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 LifeWorks 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

Supporting Internal Departments

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

Succeeding as a Manager of Absence and Disability Management Operations requires the following core qualifications and skills:

Professional-level, bilingual fluency in English and French is required including the ability to communicate effectively verbally and in writing, in both languages
Completed postsecondary education in any of the following fields: Health Sciences, Medical Sciences, Business Administration, Counseling, Human Services, Human Resources or Health and Wellness is required
NIDMAR certification (CDMP) or working towards, nice to