Disability Case Manager

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Reporting to the Manager, Wellness & Disability Solutions, the Disability Case Manager will be responsible for the proactive management of short-term disability, accommodation and other absence leave claims. They are responsible for delivering timely, professional and responsive service to our clients. Case management will be performed using our proprietary disability program. We approach disability management with a holistic client-centered view, and our success comes from our strong collaborative and functional approach to case management.

What you will do:

Client Management

• Review medical, functional, cognitive, employment, and contractual information to determine benefit entitlement

• Proactively manage claims to support recovery and return-to-work programs

• Communicate decisions (approvals or declines) clearly to all stakeholders

• Maintain regular professional contact with clients regarding claim status

• Develop and implement comprehensive case management plans, including workplace accommodations

• Respond to inquiries from claimants, employers, physicians, lawyers, and internal partners

• Coordinate medical consultant discussions and referrals for file reviews

• Resolve employee or client complaints and service issues professionally

• Participate in case conferences and occasional client meetings (travel may be required)

Business Development & Learning

• Provide education and support to employers on disability management best practices and AODA compliance

Performance Metrics

• Achieve audit scores of 90% or greater or show 10% improvement year-over-year

• Meet or exceed SLAs:

  • New claims processed within 2 days

  • Documentation within 5 days

  • Communication responses within 24 hours

• Quarterly review and update of client special handling documents.

What you will bring:

• Post-secondary diploma or degree in an area of health or behavioral sciences

• Minimum of 3 years short/long term disability claims management

• Worker Compensation claims and process (WSIB or other similar provincial boards) experience considered an asset

• Proficient keyboarding and computer skills, including Word and Excel

• Strong attention to detail and sound judgment, ethics and integrity

• Highly driven and self-motivated

• Strong customer service and caring attitude

• Exceptional decision making, analytical and problem-solving skills

• Demonstrated organizational skills and ability to juggle multiple demands to achieve priorities and required results

• Demonstrated ability to tackle contentious situations and negotiate positive results

• Proven ability to work collaboratively in a team environment

• Superior written and oral communication skills including professional business writing in English; French language is an asset

Who we are:

Proudly independent and Canadian-owned, Cowan Insurance Group has been a true market leader in the insurance industry since 1927\. With an extensive range of product offerings and integrated commercial and personal insurance, group benefits, and wealth management solutions, we provide our clients with outstanding customized, comprehensive insurance and risk management professional advice and placement.

Recognized as one of Canada's Most Admired Cultures and a Canada's Best Managed Companies Platinum Club Member, Cowan Insurance Group's award-winning client-centric approach emphasizes innovation, excellence, and collaboration. Join our team as we prepare for our centennial celebration in 2027!

What sets us apart?

Be in good company

Integrity matters. It drives our award-winning workplace culture and fuels our collective desire to help our clients, employees, and communities thrive.

Challenge your thinking

You're valued for your passion, drive and creativity. The pace is fast but the work is meaningful, interesting, and complex, just the way you like it.

Grow together

We believe in your potential. If you’re looking to develop your expertise with learning opportunities and mentoring, we’ll make that happen.

Benefits and perks

• Competitive salary

• Participate in our comprehensive benefits plan on day one — no waiting period

• Company-matched Retirement Savings Plan

• Company-paid training and development courses

• Community involvement

Are you interested?

Please Apply!

This is a replacement position.

Artificial Intelligence (AI):

Cowan Insurance Group does not use AI directly; however, platforms we partner with may use AI, including screening for keywords and minimum qualifications. Our human recruiters review candidate’s qualifications prior to decisions being made.

This position is subject to appropriate background checks that may include, credential, employment, credit, criminal and reference checks.

While we appreciate the interest of all applicants, we will contact only those selected for interviews. If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision.

The expected base salary range for this role is $61,000 to $88,000\. Final compensation may vary and will take into account factors including relevant experience, qualifications, skills, knowledge and internal equity.

We are an Equal Opportunity Employer. Candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position. Selections will be made without regard to: age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender identity, gender expression, record of offences, sex, or sexual orientation.

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