Job Description

Bilingual LTD Case Manager

Who We Are

At Disability Management Institute (DMI), we deliver innovative, end-to-end disability and absence management solutions that transform how employers support their teams. Since 2002, our experienced team of dedicated professionals have combined deep expertise with genuine care to create partnerships that benefit employees, employers, and stakeholders alike.

Our culture thrives on connection, collaboration, and respect. Open communication, team bonding, and a spirit of appreciation create an environment where you feel supported, valued, and empowered to bring your authentic self to work every day.

The Opportunity

The Bilingual LTD Case Manager will adjudicate Long Term Disability claims within established timeframes and within the scope of the policy, while ensuring excellent customer service. In this role, you will manage a caseload of new and ongoing long-term disability files, providing proactive communication to claimants and collaborating with our early intervention team to support return-to-work outcomes.

This is a remote role within Canada. We are open to candidates across the country, however you must work within our core business hours.

What You'll Be Doing

• Interview claimants and employers to gather relevant claim information
• Ensure all claims are processed in date order, in accordance with the agreed upon service standards for each Client
• Utilize available resources to assess diagnosis and treatment plans; where appropriate liaise in a professional manner with insurance agencies, doctors, employees,
• management, lawyers, etc., ensuring that only allowable information is released to recognized recipients and that all information is released in writing
• Draft and deliver written correspondence identifying claim activity and next steps
• Participate in claim conference calls with employers and team lead
• Work collaboratively with the Rehab Coordinator to minimize duration of absence and return claimants to work
• Maintain confidentiality over client and corporate records and medical claims information
• Operate automated claims payment system and performs manual calculations as required; following training period, a minimum of 95% accuracy is required

What You Bring to the Team

• Minimum 5 years of claims experience in a group insurance environment
• Minimum 3 years of experience adjudicating Long Term Disability claims
• Post-secondary degree or diploma or equivalent experience
• Familiarity with medical terminology and disability contract language an asset
• CEBS, CIP, or LOMA designations an asset
• Medical background an asset (i.e. Occupational Therapist, Kinesiology, Nursing, Physiotherapist)
• Strong MS Office Skills
• Excellent analytical and letter writing skills, with attention to detail and accuracy
• Keeps abreast of industry and government requirements (CPP/QPP, WCB/WSIB, CSST, EI, Provincial Auto Insurance, etc.)
• Fluency in both French and English is required, as this role supports bilingual claimants across Canada

Critical Competencies
You will succeed in this role if you are:

• A Decision Making & Problem Solver – You use critical thinking to simplify complex problems, gathering information and incorporating multiple perspectives to identify the best-possible solution.
• An Effective Communicator – You communicate clearly and respectfully, building relationships through tact and diplomacy while navigating difficult conversations with care.
• A Performance & Service Outcomes Achiever – You consistently meet department benchmarks including COD decisions, rehab utilization, churn rate, TATs, long duration pends, mail/task handling, durations, and response times.
• A Quality Champion – You deliver high-quality service in accordance with internal and external quality standards, maintaining thorough documentation and a collaborative approach to feedback and coaching.
• A Relationship Builder & Resilient Professional – You build rapport comfortably across levels, functions, and cultures, and thrive in a rapidly changing environment by displaying flexibility and a continuous growth mindset.

Compensation

At the time of this posting, the estimated annual base salary for this position is $70,000-$80,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only and does not encompass the comprehensive total rewards package that we proudly offer.

Why DMI is the Place for You

• Beyond salary, we offer generous paid time off including 3 weeks minimum vacation, plus 26 long weekends a year through our much-loved Happy Friday program to help you balance life and work on your terms
• We provide flexible work options including remote and hybrid schedules, extended health and dental benefits, RRSP matching, and wellness support, including comprehensive mental health resources
• Clear career paths, personalized learning, and leadership committed to invest in your development

Belonging Starts Here

Diversity, inclusion, and belonging aren't just programs at DMI; they are our foundation. We foster a safe, respectful, and inclusive workplace where everyone belongs and can thrive. If you need accommodation during any stage of the hiring process, please let us know! We're here to help.

If you're ready to do meaningful work and grow your career with DMI, we'd love to hear from you. Click Apply to submit your application.