About the role

Bilingual Case Manager managing complex cases for a leading insurance and asset management company. Collaborating with medical teams and ensuring exceptional customer support.

Responsibilities

Monitor and update cases involving hospitalized patients and outpatient care, ensuring timely and accurate documentation in our systems
Collaborate with Medical Consultants and Registered Nurses to assess medical information and support decision-making
Approve eligible medical procedures and coordinate with internal medical teams
Communicate clearly with patients and/or their families regarding policy benefits, case updates, and logistical arrangements
Review insurance policies and assess the most appropriate course of action for each case
Set and adjust case reserves based on current and estimated costs
Investigate additional insurance coverage (e.g., Provincial Health, Extended Health Plans)
Manage billing arrangements and secure up-to-date billing information
Gather and manage required documentation to support each case
Provide administrative and logistical support to maintain smooth case progression
Liaise with business partners and escalate complex cases as needed
Contact and coordinate with providers for authorizations, documentation, and clarifications
Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

Post-secondary education required
Minimum 2 years of experience in an Emergency Assistance or similar case management role preferred
Exceptional attention to detail with strong multitasking skills in a high-pressure environment
Excellent verbal communication skills—professional, clear, and empathetic over the phone
Proven problem-solving skills with the ability to exercise sound judgment and initiative
High level of accountability and ownership of case outcomes
Solid understanding of global geography and awareness of current events
Familiarity with medical terminology
Fluency in French and English is required (written and spoken).