Client Lead/Workers Compensation Specialist

Job Description

We are seeking a Client Lead/Workers Compensation Specialist to join our 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 Client 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 Client Lead/Workers Compensation Specialist will:

• Work to understand the client’s business operations, direction, and challenges
• Build long term relationships with key clients
• Regularly check in on clients to ensure they are satisfied with the company and their service
• Form solid partnership relationships with clients and be the main contact
• Proactively organize and participate in client calls, meetings, and lunch meetings
• Understand client's expectations to consistently deliver positive key performance measures as per the contractual service agreement
• Maintain a positive and collaborative relationship with client(s)
• Schedule, moderate, and maintain monthly client calls
• Respond to clients same day and investigate / resolve any service concerns
• Provide support and guidance on client specifics and decision process / protocol
• Coach and mentor other disability management staff by enhancing their knowledge and education levels
• Establish strong internal team relationships
• Schedule and maintain internal team meetings (discuss challenges, process and review claims)
• Conduct regular internal claim audits to ensure disability management practices and KPMs are being adhered to and are in line with employer contractual agreement
• Monitor all open files for complete and innovative RTW strategies
• Ensure all client Key Performance Metrics are met with a high degree of excellence
• Provide meaningful reports and predictive detailed analytics
• Ensure all reporting is accurate and delivered on time
• Discuss customized reporting solutions and engage IT when required
• Analyze and provide trend analysis with focus on providing employers detailed gap analysis within their existing disability management programs (Leaves/STD/LTD/Accommodation/WC)
• Develop and maintain an action plan document from client meetings
• Consult with employers to assess priorities and identify gaps in existing disability management services in order to strengthen and grow their disability management program
• Customize client process to meet their needs
• Coordinate IT requirements
• Development of practices and procedures for efficient claims and disability management services
• Explore innovative strategies to reduce durations and promote No Lost Time
• Proficiently manage claims per the DMS / WCS job descriptions
  
  
  

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

• To be positive and possess a high level of accountability
• To instill trust and display confidence
• To display honesty and be able to motivate staff to deliver business objectives
• The ability to meet and exceed all Key Performance Metrics (KPM)
• To go above and beyond ensuring client deliverables are met
• To display a high level of professionalism and respect for all staff and clients
• The ability to think with business sense, pull resources together, and think beyond one’s desk
• To be innovative and take the initiative
• Resilience/Flexibility
• Strong decision making and problem solving skills
• Excellent critical thinking skills and analytical reasoning
• A high sense of urgency and prioritization skills
• Excellent customer service and communication skills
• To work as a key member of a team as well as independently
• To work within set procedures and policies to ensure the privacy protocols and standard operating procedures are adhered to at all times
  
  
  

All-star candidates will have:

• Relevant Education or Continuing Education with strong medical knowledge (registered professional preferred: RN, RPN, OHN, Kinesiologist, RRP, DC, Paralegal, Certified Disability Management Practitioner / Certified Return to Work Coordinator, or other medical professional with relevant healthcare background with current standing or willing to obtain.
• Understanding or experience in return-to-work planning and / or STD / LTD adjudication / Workers’ Compensation appeals would be considered a strong asset
• Strong medical and healthcare system knowledge
• Administration experience
• 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.