Team Lead/Workers Compensation Specialist

Job Description

We are seeking a Team Lead/Workers Compensation Specialist to join our Partner Firm OSI (Organizational Solutions Inc.) team in Toronto, Burlington, Edmonton, or Montreal.

We are in the people business, dedicated to helping Canadian companies and their valued employees. At People Corporation we make a difference in the lives of more than one million Canadian employees and their families, by providing employee group benefits, wellness solutions, group retirement & pension solutions, and HR services.

The Team Lead will focus on dedicated account management with priority clients ensuring the smooth delivery of Claims Management Services and client satisfaction while carrying a smaller Workers Compensation case load.

The Team Lead/Workers Compensation Specialist will:

• Provide knowledge and guidance to the team regarding best practices in the industry to apply to claim management philosophy
• Be leaders in the organization by being knowledgeable and understanding guidelines and procedures to support team members when needed
• Reach out to Human Resources for clarification on guidelines and procedures when required
• Be responsible for proactive management of assigned claims by determining the length of disability through an evaluation of medical information and job duties
• Implement return to work programs and build relationships with the employer
• Assertively manage and provide strong strategies to eliminate lost time and/or return to work
• Ensure claims are up to date, and follow up with any missing claim actions or information
• Communicate regularly with other Team Leads, Human Resources, Client Leads, and other designated contacts within the organization
• Arrange team lead back up for team members and team lead responsibilities when out of the office, update HUMI time off descriptions, and other out of office notifications with name of back up(s)
• Work with CLC and Client Leads on case load organization, distribution, and communication
• Work with CLC and client leads to support in the distribution and assignment of caseload of off-boarded team members
• Advise backups and client leads of off-boardings, temporary off-boardings, or absence back up coverage when required of team members
• Participate in monthly Team Lead meetings, and any other leadership opportunities as required
• Participate in the daily huddles with Team Lead Resource and work with the Team Lead / Operations Lead Resource to cascade of information across teams
• Participate in company brainstorming and committees to ensure ongoing progress of organization
• Conduct Meet and Greets with prospective candidates and provide feedback and recommendations for hire to Human Resources
• Carry out the mission and goals of the organization
• Set clear individual goals that are in line with the business goals and direction
• Create long term plans and initiatives to achieve company goals efficiently
• Participate/lead one to two operational projects per year
• Develop and implement strategies to keep employees motivated and dedicated
• Cultivate an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, high performance
• Provide support by completing claim consults on any complex or lost time claims
• Provide continuous coaching to identified A performers for continued growth and development
• Support in the coaching and development of new hires or team members by following the team lead checklist, working closely with the caseload committee and learning and development
• Identify training needs. Coaching and mentoring Recovery Facilitators to enhance knowledge and education levels
• Drive performance and accountability of team members through reviewing of KPMs, monthly meetings, daily and weekly huddles, ensuring the use of care management philosophy, following of standardized operating procedures, and career mapping process
• Have difficult discussions to ensure the team member understands the importance of KPM management
• Participate and facilitate daily huddles with their team members while follow the meeting rhythm cadence: daily, weekly, monthly
• Maintain scheduled appointments with team including the development and follow up with Career Mapping Process, Performance Tracks, Professional Development Reviews (PDRs), and Performance Improvement Plans (PIP)
• Meet with team members on a monthly basis with a specific agenda / criterion to capture performance indicators, and review all claims over 28 business days for duration mitigation and strategies
• Review and track all required KPM and client specific reports and audit scores on a monthly, quarterly, and annual basis
• Monitor attendance patterns and flight risks of staff. Proactively providing feedback to Human Resources
• Review and maintain the current HRIS system for time and attendance of team members, vacation approvals, performance management, understand and adhere to policy and guidelines, and all other duties as assigned
• Understand the privacy policy and ensure adherence of team members. Able to guide and ensure completion of reports and containment of potential privacy breaches. Work with key participants and Privacy Committee, to remove and reduce risk to clients.
• Maintain and track all team member meeting notes, coaching and/or disciplinary discussions, and concerns
  
  
  

To be successful as the Team Lead/Workers Compensation Specialist you will need:

• The ability to plan – set objectives and determine strategy to achieve them
• The ability to organize – design personnel and allocate resources
• To demonstrate the aptitude to lead, motivate, coach, support, and guide staff
• To Identify problems and develop effective solutions quickly
• Work with great accuracy and attention to detail
• A demonstrated willingness to learn and to be coached coupled with a desire for continuous learning
• To be innovative and take the initiative
• Resilience and flexibility
• Strong negotiation skills
• Critical thinking and analytical reasoning strengths
• Excellent customer service and communication skills
• Work as a key member of a team, as well as independently
• Work within set procedures and policies to ensure the privacy protocols and standard operating procedures are adhered to at all times
• To meet and exceed all Key Performance Metrics (KPM)
• To uphold a strict level of confidentiality and accountability while abiding by company policy
• To cultivate and sustain a level of professionalism and be an example among staff and clientele
• To possess high emotional intelligence and the ability to appreciate different levels of experience providing appropriate support
• A healthy view and understanding of mental health
• A high sense of urgency and organizational/prioritization skills
  
  
  

All-star candidates will have:

• Relevant experience in Workers’ Compensation Case Management / Return-To-Work Initiatives / WCB Appeals experience / multi-provincial Experience Rating
• Relevant experience in Disability Management / Claims Adjudication / Return-To-Work Initiatives / STD and LTD or WC Claims Management
• Strong proficiency and skills in the Microsoft Office Suite
• Occasional travel to client locations, when needed
  
  
  

What's in it for you:

• Best in-class total compensation
• Learn by working alongside our experts
• Make a significant contribution to the ongoing growth of an industry-leading organization.
• Extended health care and dental benefits.
• A retirement savings plan with company contributions.
• A suite of Health & Wellness offerings.
• Mental Health programs and support for you and your family.