Ottawa, Ontario, Canada
Bilingual science graduate, I am a self-driven, fast learner, motivated individual with strong communication skills Helping me resolve complaints and issues. Work well in group too as alone also in stressful environment and ready to apply those skills and learn more to grow.
Serve as the first point of contact for employee inquiries in both English and French, providing timely support on HR policies, benefits, and payroll matters Maintain accurate employee records and process HR transactions using systems such as Workday Support onboarding and offboarding processes, including documentation and employee communications Assist with benefits administration and liaise with payroll to ensure data accuracy and issue resolution Prepare employment-related documents such as letters, confirmations, and internal communications Generate HR reports and ensure data integrity within HR systems Collaborate with internal teams to support HR initiatives and improve employee experience Ensure compliance with company policies and Canadian employment standards
• Coordinate RTW with the claimant, as well as consider medical accommodations, in order to achieve favourable outcomes. • Develop, implement and monitor the progress of claimants, based on industry best practices. • Liaise with medical treatment providers, employers, insurers and other organizations as needed to support claimants through the process of returning to work. Maintain a small caseload of files from the Employer Department that will allow for ongoing understanding of the customer needs and AGS internal processes while also providing front line services in accordance with professional credentials, training and experience requirements. • Prepare communications for employees and employers for whom RTW and DM services are being provided, as prescribed by Operating Guidelines and/or service agreement with employer and or as directed by Manager/Team Lead. • Maintain up to date case management notes within online file management system. • Maintain relationships with customers and address questions/inquiries in a timely manner (same day or within 24 hours) • Follow established policies and procedures of AGS and service standards outlined by customers. • Understand legislation, policies and procedures as well as collective agreements, as required. • Uphold professional designations while also providing exemplary services to AGS customers. • Prepare and participate in regular customer meetings, as required. • Complete special projects as assigned by management, within scope of the services outlined for this role. • Provide back-up to other DM and Rehab Services team as needed. • Prepare files and set out of office alerts for absence days.
• Manage a team of remote Case Managers, providing coaching and guidance on complex case files and ensuring workloads are fair and are managed within service standards • Assist with escalated claim issues, appeals, as required • Communicate regularly with clients to ensure client satisfaction and retention • Build and maintain excellent relationships with key clients, to understand the needs and identify new business opportunities, service delivery options or new practices • Assist with the development and support of new business opportunities • Review disability data and costs, and provide an analytical approach to identify opportunities to drive improved claim experience • Support Group Benefit Consultants to ensure the Disability Management and Wellness offerings are clearly articulated to clients • Work with internal audit and training to ensure Case Managers are providing quality service and receive ongoing training on disability management best practices • Assists with the overall promotion and integration of wellness offerings to support clients with creating a healthier workplace. • Conducting virtual assessments to obtain information to ensure complete understanding of the absence and types of support required to help with return to work and vocational planning • Identifying and assessing medical and non-medical influencing factors pre and post disability, functional capability, restrictions and limitations • Empowering the client to take ownership of their health and recovery by providing them the tools and resources • Implementing the right interventions to support timely recovery, vocational planning, and return to work • Building strong relationships and collaborate with Disability Case Managers, Clients, and the employees’ health care teams to enhance their return-to-work readiness.
• Responsible for the proactive management of assigned disability claims (STD, LTD and Life Waiver) by determining the length of disability through an evaluation of medical information and job duties • Evaluate the extent of the disability by interviewing or writing to the applicant and the employer, and ongoing update • Conduct medical investigation by phone or in writing to the applicant, employer, physicians and other medical service providers • Write letters to inform all affected parties of decisions regarding disability cases; • Implement return-to-work programs and negotiate with the employer; • Evaluate health care coordination programs and rehabilitation programs to ensure they have positive effects; • Adhere to service level agreements associated with policy holder claims; • Respond to all telephone inquiries made by the applicant, physicians, lawyers, regarding the assessment of the claims.
Responds to inquirers through existing channels of communication as well as in accordance to applicable standards and policies; Ensures that inquirers are answered politely, accurately and appropriately in the language of their choice; Verifies voicemails and emails at regular intervals - delivers messages to the appropriate party in a timely fashion; Collects Quality Assurance surveys and other seasonal surveys as required; Informs the data team on any changes to programs and services which is identified while conducting inquiry services; Updates information for various seasonal lists produced by the CNEO as required; Supports key organizational projects and objectives such as technology improvement, French language services or emergency management developments; Assists in special initiatives related to service delivery as required; Opening and closing of the office as required; and, General administrative duties or other duties as assigned.