Experience Aviva
Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.
The Opportunity
The Care Specialist Level 1 is responsible for the end‑to‑end management of healthcare claims within Alberta’s Care First programs of care. This foundational role focuses on supporting injured customers from initial claim reporting through to resolution by coordinating treatment, guiding recovery plans, and ensuring timely, accurate, and customer‑centered decisions.
Working closely with customers, healthcare providers, and internal partners, Care Specialists play a critical role in delivering high‑quality injury management and positive recovery outcomes.
What you’ll do
Assess coverage and entitlement, interpret policy, and manage reserves within authority
Gather and review medical and investigative information to support fair claim decisions
Coordinate care and recovery plans, including goal setting, milestones, and interventions
Communicate clearly and empathetically with customers, providers, and internal teams
Ensure compliance with legislation, internal policies, and documentation standards
Identify recovery barriers, risk indicators, and potential fraud; escalate as appropriate
Manage vendors and service providers to agreed service and quality standards
Escalate claims where recovery is not progressing within approved programs of care.
Measures of Success
Accurate and timely coverage and entitlement decisions
Appropriate reserves and benefit payments
High‑quality, audit‑ready documentation
Achievement of service levels and positive customer experience
Effective issue resolution and escalation when required
What you’ll bring
2+ years of auto accident benefits, healthcare, or casualty claims handling
Case management experience (e.g., WCB, LTD, clinical setting) is an asset
CIP designation completed or in progress preferred
Degree or diploma in Social Sciences, Rehabilitation, or related field considered an asset
Knowledge of injury management, rehabilitation, and medical terminology
Strong communication, empathy, and active listening skills
Ability to manage a portfolio, prioritize work, and meet service targets
Data‑informed decision making and comfort with multi‑system workflows
Collaborative mindset and willingness to learn and adapt in a changing environment
What you'll get
Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities
Outstanding Career Development opportunities
We’ll support your professional development education
Competitive vacation package with the option to purchase 5 extra days off per year
Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion
Corporate wellness programs to support our employees’ physical and mental health
Hybrid flexible work model
This job advertisement is for an existing vacancy which has been posted both internally & externally.
Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.
Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.
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Care Specialist • Calgary
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