Client Services Manager (Bilingual)

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Summary

Our Client Service Managers are responsible for both disability case management and client management for their assigned portfolio. Responsibilities include assisting employees on behalf of their employer when the employee is off work, or at risk of being off work for health reasons, as well as partnering with the client to meet any needs they may have contractually, from a process perspective and to ensure their plan continues to meet their needs.

Client Service Managers work with a talented and collaborative group of professionals, in a dynamic role that provides ongoing learning and career development opportunities in absence and disability management. We offer
oremote / work-from-home arrangements and flexible hours,
o a competitive compensation package including a flexible benefits plan compromised of medical, dental and various retirement savings programs, and
o access to the same innovative and high-quality well-being support and resources that are provided to our clients.

Responsibilities

• Conduct case assessments, contacting the employee and their direct leader by telephone to explain the disability management process and gather information for assessment purposes.
• Develop and document an understanding of the situation and the factors supporting as well as inhibiting a successful return to work for the employee.
• Provide any of the following interventions: more in-depth assessment, medical management interventions, initiation and coordination of occupational and/or psychological interventions, utilization of specialized resources or consultations etc.
• Determine an appropriate return-to-work (RTW) goal with the employee and the employer, provide active support for the RTW planning process between the employee and their supervisor and intervene when necessary.
• Communicate proactively with the employer’s Human Resources representative regarding any case management issues that may impact the workplace and RTW planning.
• Manage the transition to long term disability (LTD) and provide medical and summary case management information to the LTD insurer to ensure a seamless transition.
• Accountability and responsibility for assigned case load in managing required tasks and relationships with stakeholders.
• Attend Case Management and Disability Management department team meetings.
• Attend client meetings.
• Partnering with client stakeholders on their reporting needs, initiating report set-up and managing ongoing changes as the customer’s needs evolve.
• Identifies opportunities for process improvement for the benefit of individual programs and the broader absence management department and taking action as appropriate.
• Proving consultation and guidance on HR and industry best practice while partnering with client stakeholders to develop communication and training plans.
• Facilitating regular discussion with the client stakeholders on the program experience.
• Monthly billing reviews and approvals.
• Contract renewals and processing.
• Maintaining client documentation.
• Other projects and tasks as assigned

Succeeding as a Client Service Manager requires the following core qualifications and skills:

• 2-5 years comprehensive experience in Disability Case Management or combination of experience and specialized education
• Background education/course work in any of the following fields: occupational health, rehabilitation, legislation related to disability management, helping relationship skills, mediation, human resource management, disability insurance, psychological and workplace factors in disability would be an asset.
• Registration or professional status within the disability management or professional health sector would be an asset.
• Strong communication skills with exceptional customer service focus.
• Exemplary interpersonal skills and ability to approach difficult situations with empathy and sensitivity.
• Detail oriented focus with ability to work independently in fast paced environment.
• Excellent problem solving skills and ability to apply critical thinking to execute decision making in complex situations.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.