TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Our Absence and Disability Management (ADM) business helps employers achieve improved health and productivity outcomes with services focused on absence reporting, proactive case management and effective return-to-work support for a variety of employee health risks or conditions, whether related to physical, mental, social or workplace health. Through our leave administration services, TELUS Health provides clients with improved leave compliance to federal, provincial and municipal regulations as well as company-specific policies. With 2 million lives supported by our absence management team, we are proud to be Canada’s leader in absence and disability management, as well as a significant growth engine for TELUS Health's continued expansion into the United States. We are supporting employees and strengthening business through our industry-leading technology, and highly skilled case management expertise help employees navigate the complexities of the health care system and remove barriers for returning to work. This is a remote role that can be based from a home office located within the Central or Eastern region of Canada. Summary The Manager is responsible for operationalizing the ADM client program goals by supporting with administration, and monitoring adherence to best-in-class and client specific processes. The Manager,



Client Experience and Service Delivery is also accountable for the direct management of the case management team, including monitoring and coaching Disability Case Managers to maintain data integrity, operational delivery, quality assurance and service standards, and other areas as per the guidance of the ADM leadership team. Responsibilities: Operations Management - Carry out effective and efficient processes as contracted; provide best practices advice under the direction and leadership of the Director - Facilitate open and timely communication between team members, other TELUS Health employees and external customers including active participation in departmental or individual team meetings - Manage and monitor all program operation tasks related to implementation of program delivery, including but not limited to: - resolving concerns or escalations that may arise during case management - assisting with selection, orientation and mentoring of new team members - interaction with members, medical consultants, and legal counsel regularly, as necessary - Provide support to the Director to review statistics, determine program modifications or enhancements required as well as recommended solutions to key drivers of disability, including participating in regular on-site or virtual client meetings as necessary - Partner with the Director to provide consultation and guidance on HR and industry best practices,



and support client stakeholders to develop communication and training plans as appropriate - Audit Disability Case Records to ensure quality, adherence to SLA and excellent customer service while providing regular consultation for each Case Manager on complex cases People Leadership - Manage a team of Disability Case Manager direct reports, including: - Oversight of activities; coaching, mentoring - Monitor and support in the training of Case Managers related to performance indicators based on TELUS Health delivery models and client standards of work - Provide secondary review and audit of files, appeals - Manage escalations from the client, and support the Director with any client facing requirements while demonstrating high client focus, attention to detail, initiative, and strong case management skills Supporting Internal Departments - Support local EFAP, Consulting, and Perks Admin lines of business based on actual trends and experience in discussing and developing Health Management solutions for the client, with the oversight of the Director - Work with Client Interaction Centre (CIC) and other departments in Absence and Disability Management / Health & Productivity Solutions to ensure service levels and quality standards are met or exceeded Succeeding as a Manager of Client Experience and Operations requires the following core qualifications and skills: - Minimum 3 years of progressive experience in Absence and Disability Management - Minimum 2 years of experience in a leadership, management, supervisory, or coaching role with responsibility to guide team performance - Completed post-secondary education in any of the following fields: Health Sciences, Medical Sciences, Business Administration, Counseling, Human Servic

📌 Manager, Client Experience and Service Delivery - Absence and Disability Management (Toronto)
🏢 TELUS Health
📍 Toronto