Disability Client Services Manager Job at LifeWorks
Build a meaningful career
At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.
Our Disability 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.
Disability 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:
o remote / 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 Services 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.
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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to
talentacquisitiononboarding@lifeworks.com
Fulfilling work that matters
LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.
At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.
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