À TELUS Santé, nous donnons à chacun les moyens de vivre plus sainement. Guidés par notre vision, nous exploitons la puissance de notre technologie de pointe et misons sur l’unicité des personnes pour créer le futur de la santé. En tant que chef de file mondial des services de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats en matière de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.

Our team and what we'll accomplish together

Join our Quality Assurance and Continuous Improvement team, where you'll master a specialized and highly structured appeal process that requires precision, attention to detail, and genuine empathy. You'll be the critical link in ensuring employees receive fair, timely, and accurate support during one of the most key processes in their disability management journey. Working alongside disability management experts, union representatives, and employers, you'll navigate complex, multi-union agreements while maintaining the highest standards of accuracy and privacy. This is not a typical case management role—it's a process-driven, specialized position where your organizational excellence and communication skills directly impact employee outcomes.

What You'll Do

- Manage a high-volume of active appeal files while maintaining meticulous accuracy and attention to detail in a fast-paced environment
- Follow defined appeal processes precisely across five distinct union agreements, ensuring compliance with union-specific rules and timelines
- Engage proactively with employees, employers, and union representatives to gather updated functional information and provide clear communication about appeal status, next steps, and expectations
- Collaborate with Quality Assurance Advisors and subject matter experts to ensure all case information is accurately documented, properly shared within agreed timelines, and compliant with privacy regulations
- Review files transferred back from specialists and ensure all information is complete and correct before returning to the employee or employer, preventing delays and escalations
- Navigate complex,



multi-stakeholder situations with professionalism and empathy, building rapport with individuals during challenging circumstances while maintaining strict confidentiality.

What You Bring

- Ability to follow defined processes precisely and consistently, with strong attention to detail and accuracy in a high-volume environment
- Excellent written and verbal communication skills, with the ability to explain complex information clearly to diverse audiences (employees, employers, union representatives)
- Demonstrated ability to handle difficult conversations with empathy, sensitivity, and professionalism while building rapport with individuals during challenging situations
- Strong organizational and time management skills, with proven ability to manage multiple active files and competing priorities in a fast-paced environment
- Basic knowledge of medical terminology and ability to review medical information at an entry level
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Customer service mindset with a commitment to accuracy, privacy, and delivering support during sensitive processes.

Great-to-Haves

- Previous experience in disability case management, benefits administration, or related customer-facing roles
- Bilingualism (French and English)
- Familiarity with union processes, collective agreements, or unionized work environments.

Salary Range: $39,900 - $60,000

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise.

TELUS Health offers rewarding benefits, which may vary per job function, such as:

- Comprehensive total rewards package highlighting competitive salary and bonus structures,



minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- Generous company matched pension
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more…

Job Type: This is for a current vacancy.

À propos de nous

Nous sommes une équipe axée sur les personnes, les clients et les objectifs, qui collabore, innove et crée des retombées positives au quotidien. Nous améliorons des vies grâce à nos solutions technologiques. Nous favorisons une culture d’innovation qui permet aux membres de l’équipe de résoudre des problèmes complexes et de produire des résultats exceptionnels sur le plan humain dans un monde numérique.

À TELUS, nous sommes fiers de notre culture qui encourage la diversité. Nous croyons foncièrement à l’importance d’adopter des pratiques équitables en matière d’emploi. Ainsi, le dossier de tous les candidats qualifiés est étudié. Pendant tout le processus de recrutement, nous tenons compte des besoins particuliers des candidats handicapés, au besoin.

Avertissement : Conformément à la Politique de sécurité des centres de données de TELUS Santé, tout membre de l’équipe susceptible de travailler dans un centre de données ou d’avoir accès à des renseignements détaillés sur les technologies de service client peut faire l’objet d’une enquête de sécurité auprès du gouvernement du Canada.

Remarque aux candidats du Québec : si la connaissance de l’anglais est requise, c’est parce que le/la membre d'équipe qui occupera ce poste sera appelé(e), sur une base régulière, à interagir en anglais avec des parties externes ou internes ou encore à travailler dans un environnement informatique anglais dans le cadre de ses tâches.

En déposant votre candidature pour ce rôle, vous comprenez et acceptez que vos informations seront partagées avec l'(les) équipe(s) d'acquisition de talents du groupe de sociétés TELUS et/ou tout gestionnaire impliqué dans le processus de sélection.

📌 Appeal Case Manager, Quality Assurance and Continuous Improvement-1 (Toronto)
🏢 TELUS Health
📍 Toronto