Bilingual Intake Case Coordinator, Absence Management

Manulife - Work at Home (30+ days ago)

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Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

The Bilingual Intake Case Manager, Absence Management Solutions will triage all incoming disability cases to determine complexity, and will manage all non-complex cases to resolution. You will also provide task-specific support to a team of Absence Management Solutions Case Managers. The position will contribute to the overall profitability of Group Disability by facilitating more timely return to work for our policyholder's employees.

The position is front-line client facing and will have accountability for delivering superior client services and effective communication to employees and employers throughout the life of the case. Strong decision-making skills are required to determine the case complexity according to a pre-defined framework of criteria. This role is very much geared to having the case manager work towards health, productivity and financial outcomes for the plan sponsor and its employees.

This role can be remote Work from Home in Nova Scotia or New Brunswick.
Requirement to complete 2 week training program in our Halifax Office.

Case Triage (50-60%) - All incoming disability cases will be directed to the Case Coordinator to determine level of complexity and assigning cases appropriately based on established criteria.
Non-Complex Case Management (30-40%) - All disability cases determined to be non-complex, will be managed to resolution by the case coordinator, who must continually evaluate whether the active cases remain non-complex or whether to transition the case to a Case Manager. Focus will be on minimizing administrative delays and on reducing the duration of employee work absences.
Case Manager Administrative Tasks (10%) - Complete specified administrative tasks on all cases (eg. Faxing, forms preparation, employee follow-ups)
Effectively communicate with employees and employers to determine all factors that may influence case complexity, including diagnosis, duration of disability and the presence of non-medical barriers.
Ensuring that all service delivery targets for the AMS products are met.

Bilingualism in French and English (spoken and written) required
Solid understanding/experience with medical terminology and conditions
Health Sciences degree preferred
Previous experience in a healthcare/case management background is helpful
Strong decision making and analytical skills with a strong attention to detail - particularly with numbers, spelling and grammar
Excellent communication skills; ability to direct conversations and target specific issues or lines of questioning
Influencing and negotiation skills
Strong customer service skills
Ability to work effectively in a fast-paced, team environment
Intermediate PC skills including MS Word, Excel, Outlook and Skype for Business
Completion of some related insurance industry courses would be an asset
Previous Group Disability Claims experience an asset

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of June 30, 2019, we had over $1.1 trillion (US$877 billion) in assets under management and administration, and in the previous 12 months we made $29.4 billion in payments to our customers. Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is an equal opportunity employer. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.