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About the role
- Senior Disability Case Manager guiding Short-Term Disability claims for DMI, an end-to-end disability and absence management solutions provider. Supporting supervisors, coaching case managers, and improving claims processes for Canadian clients.
Responsibilities
- Act as the Supervisor’s main support for change management, initiative rollouts, team meeting discussions, and process enhancements
- Serve as the subject matter expert for the claims process, including benefit calculations, WEBS entries and corrections, and DMS documentation
- Assist the Supervisor with quality control reviews and sign-offs for claim decisions
- Use governance and metrics reporting, client feedback, and file reviews to evaluate staff performance
- Participate in recruitment activities and support training for new employees
- Develop new policies and procedures and refine existing ones
- Collaborate with the Training team to implement and monitor new processes
- Liaise with other departments on process or procedure issues affecting multiple teams
- Address client concerns, identify trends, and recommend improvements to Claims Leadership
- Serve as a key resource for clients and partners on file or process inquiries
- Coach team members on resolution strategies and determine escalation needs
- Attend client and partner meetings as a representative of the Claims team and DMI
- Manage a proportionally smaller caseload of Short-Term Disability files
- Collaborate with internal teams to ensure consistency in organizational processes
Requirements
- Bachelor’s degree in a related field, such as Business Administration or Human Resources, or equivalent experience
- Minimum 3 years of experience in Disability Case Management, with a strong focus on Short-Term Disability
- Strong knowledge of disability legislation, industry best practices, and case management standards
- Excellent communication and interpersonal skills
- Ability to coach and support team members effectively
- Ability to work within DMI’s core business hours
- Collaborative leadership capability
- Data analysis and trend identification skills
- Process improvement and change management capability
- Client-centric problem-solving skills
- Ability to handle sensitive issues professionally
Benefits
- Generous paid time off including a minimum of 3 weeks’ vacation
- 26 long weekends per year through the Happy Friday program
- Flexible work options including remote and hybrid schedules
- Extended health and dental benefits
- RRSP matching
- Comprehensive wellness and mental health resources
- Clear career paths
- Ongoing skill development
- Leaders committed to supporting long-term growth
- Inclusive, safe, and respectful workplace
- Accommodation during any stage of the hiring process
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