Manager, Client Experience and Operations - Absence and Disability Management

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.

Our Absence and Disability Management (ADM) business helps employers achieve improved health and productivity outcomes with services focused on absence reporting, proactive case management and effective return-to-work support for a variety of employee health risks or conditions, whether related to physical, mental, social or workplace health.

Through our leave administration services, TELUS Health provides clients with improved leave compliance to federal, provincial and municipal regulations as well as company-specific policies.

With 2 million lives supported by our absence management team, we are proud to be Canada’s leader in absence and disability management, as well as a significant growth engine for TELUS Health's continued expansion into the United States.

We are supporting employees and strengthening business through our industry-leading technology, and highly skilled case management expertise help employees navigate the complexities of the health care system and remove barriers for returning to work.

This is a remote role that can be based from a home office located within the Central or Eastern region of Canada.

Summary

The Manager is responsible for operationalizing the ADM client program goals by supporting with administration, and monitoring adherence to best-in-class and client specific processes.

The Manager, Client Experience and Operations is also accountable for the direct management of the case management team, including monitoring and coaching Disability Case Managers to maintain data integrity, operational delivery, quality assurance and service standards, and other areas as per the guidance of the ADM leadership team.

Responsibilities :

Operations Management

• Carry out effective and efficient processes as contracted; provide best practices advice under the direction and leadership of the Director
• Facilitate open and timely communication between team members, other TELUS Health employees and external customers including active participation in departmental or individual team meetings
• Manage and monitor all program operation tasks related to implementation of program delivery, including but not limited to : resolving concerns or escalations that may arise during case managementassisting with selection, orientation and mentoring of new team membersinteraction with members, medical consultants, and legal counsel regularly, as necessary
• Provide support to the Director to review statistics, determine program modifications or enhancements required as well as recommended solutions to key drivers of disability, including participating in regular on-site or virtual client meetings as necessary
• Partner with the Director to provide consultation and guidance on HR and industry best practices, and support client stakeholders to develop communication and training plans as appropriate
• Audit Disability Case Records to ensure quality, adherence to SLA and excellent customer service while providing regular consultation for each Case Manager on complex cases

People Leadership

Manage a team of Disability Case Manager direct reports, including : Oversight of activities; coaching, mentoringMonitor and support in the training of Case Managers related to performance indicators based on TELUS Health delivery models and client standards of workProvide secondary review and audit of files, appealsManage escalations from the client, and support the Director with any client facing requirements while demonstrating high client focus, attention to detail, initiative, and strong case management skills

Supporting Internal Departments

• Support local EFAP, Consulting, and Benefits Admin lines of business based on actual trends and experience in discussing and developing Health Management solutions for the client, with the oversight of the Director
• Work with Client Interaction Centre (CIC) and other departments in Absence and Disability Management / Health & Productivity Solutions to ensure service levels and quality standards are met or exceeded

Succeeding as a Manager of Client Experience and Operations requires the following core qualifications and skills :

• Minimum 3 years of progressive experience in Absence and Disability Management
• Minimum 2 years of experience in a leadership, management, supervisory, or coaching role with responsibility to guide team performance
• Completed post-secondary education in any of the following fields : Health Sciences, Medical Sciences, Business Administration, Counseling, Human Services, Human Resources or Health and Wellness is required
• Knowledge of disability best practices, group insurance, mental health claims management and LTD coverages is required, as well as knowledge of Human Resource practices and associated legislation
• Must be able to demonstrate project management experience working with a large organization
• Must be able to demonstrate excellent written and oral communication as well as presentation skills; bilingualism in French and English, an asset
• NIDMAR certification (CDMP) or working towards, an asset
• Any additional certification in HR, Wellness & Health Promotion or Disability Management would be an asset
• Prior work experience within a consulting environment, including the support of a number of different types of programs and clients, and experience managing and implementing various programs is preferred

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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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

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.