About the role

Appeal Case Manager managing union-governed disability appeals at TELUS Health. Ensuring accurate, timely, privacy-compliant support for employees, employers, and representatives.

Responsibilities

Manage a high volume of active appeal files while maintaining accuracy and attention to detail
Follow defined appeal processes across five distinct union agreements, ensuring compliance with union-specific rules and timelines
Engage with employees, employers, and union representatives to gather updated functional information
Communicate appeal status, next steps, and expectations clearly
Collaborate with Quality Assurance Advisors and subject matter experts
Ensure case information is accurately documented, properly shared within agreed timelines, and compliant with privacy regulations
Review files transferred back from specialists for completeness and correctness
Return complete and accurate information to employees or employers to prevent delays and escalations
Navigate complex, multi-stakeholder situations while maintaining confidentiality

Ability to follow defined processes precisely and consistently, with strong attention to detail and accuracy in a high-volume environment
Excellent written and verbal communication skills, with the ability to explain complex information clearly to diverse audiences
Ability to handle difficult conversations with empathy, sensitivity, and professionalism
Strong organizational and time management skills, with ability to manage multiple active files and competing priorities
Basic knowledge of medical terminology
Ability to review medical information at an entry level
Proficiency in Microsoft Office (Word, Excel, Outlook)
Customer service mindset with commitment to accuracy, privacy, and support during sensitive processes
Previous experience in disability case management, benefits administration, or related customer-facing roles
Bilingualism (French and English) is a great-to-have
Familiarity with union processes, collective agreements, or unionized work environments is a great-to-have
Subject to Government of Canada Personnel Security Screening where applicable under the TELUS Health Solutions Data Center Security Policy

Inclusive culture embracing diversity
Accommodation for applicants with disabilities during the recruitment process, as required
Potential employment with TELUS Health, including access to a people-focused, customer-first, purpose-driven team culture