Bilingual Intake Case Manager

As a Bilingual Intake Case Manager, you will be required to support our plan members across Canada through illness, recovery and return to work by providing them with disability benefits and proactive case management focused on return to work. The role involves applying critical judgment when determining whether to issue disability payments, strong analytical skills when reading contractual wording and medical information, prioritizing and actioning tasks daily and a considerable amount of telephonic communication. This opportunity is 100% remote.

Responsibilities

• Proactively manage a dedicated caseload in compliance with specific service level agreements and targeted turnaround times.  

• Actioning daily administrative tasks that would include responding to emails and telephone calls on a timely manner.

• Assessing claims based on contractual, medical, and vocational barriers.

• Developing strong relationships through frequent collaboration with plan sponsors, plan members, treatment providers and internal partners (i.e., disability specialists, rehabilitation specialist and medical consultants) to drive cases to successful return to work or job ready resolution.

• Writing letters to communicate pertinent benefit related information based on analytical reasoning. 

• Demonstrating resiliency, empathy and compassion when listening and communicating with plan members that may involve delivering difficult claims related decisions.

How will you create impact?

We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.

To set you up for success, you will participate virtually in our extensive paid training program, which will provide you with the necessary education, tools and resources required to perform the Case Manager role.  While in training, you will be surrounded with colleagues who have your best interest at heart and will continue to support you as you gain your autonomy.

What motivates you?

We’re looking for ambitious people who share our values and want to make every day better for plan members across Canada. If the following Manulife values speak to you, we’d love to hear from you!

• You obsess about customers, listen, engage and act for their benefit.

• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

• You thrive in teams and enjoy getting things done together.

• You take ownership and build solutions, focusing on what matters. 

• You do what is right, work with integrity and speak up.

• You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

• Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

• A post-secondary diploma, CEGEP (DEC or DEP) or bachelor’s degree in a healthcare program or equivalent work experience.

• The ability to make difficult decisions within tight time constraints.

• Disability management and/or Group Benefit knowledge, an asset.

• Background in a health-related field will be an asset.

• At ease with both incoming and outgoing calls.

• Strong organization and prioritization skills are required to manage different type of tasks.

What can we offer you? 

• A competitive salary and benefits packages. 

• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.  

• A focus on growing your career path with us. 

• Flexible work policies and strong work-life balance.  

• Professional development and leadership opportunities. 

Our commitment to you 

• Values-first culture -We lead with our Values every day and bring them to life together. 

• Boundless opportunity -We create opportunities to learn and grow at every stage of your career. 

• Continuous innovation -We invite you to help redefine the future of financial services. 

• Delivering the promise of Diversity, Equity and Inclusion -We foster an inclusive workplace where everyone thrives. 

• Championing Corporate Citizenship -We build a business that benefits all stakeholders and has a positive social and environmental impact. 

#LI-REMOTE

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.