Case Management Consultant

Description:

As Case Management Consultant (CMC): You will be responsible for coaching your assigned rehabilitation consultant team helping to improve case managers’ skills in order to optimize claims duration and drive profitability of the group disability clients assigned to the team.

What will you do:

• Improve the quality outcomes for the individual rehabilitation consultants on your assigned team

• Build strong relationships with your regional CMC peers, trainers from Learning and Development and Practice Excellence, working in partnership with them to address learning and development opportunities

• Demonstrate an excellent knowledge of group insurance, disabilities and claims management strategies

• Exhibit solid communication, organizational and people skills in order to effectively drive positive case management outcomes

• Ensure a client focused approach permeates in your coaching as you act as the primary coaching resource for your assigned team, support staff in achieving overall office targets, workload management, difficult cases, department workflow and processes

• Coach your assigned team on Outcome Focused Case Management, to develop and refine their skills on the appropriate utilization of tools/approaches, portfolio management, forecasting, workload prioritization with the goal of improving the overall measured team performance

• Work with manager to identify and close any gaps on case management deficiencies that surface through coaching

• Provide feedback and direction to the Rehabilitation Consultant on continuously improving their case management skills

• Evaluate progress and provide feedback to the Manager and Director, Rehabilitation Consultants

• Report on emerging trends so that they can be addressed and where suitable, learnings can be leveraged nationally

• Partner with other CMCs and trainers to facilitate training sessions within the region, where appropriate

What do you need to succeed?

• Customer centric orientation

• Critical thinking and stellar customer service skills

• Excellent listening skills and capacity for empathy

• Outstanding communication skills – written and verbal

• Ability to deliver constructive feedback in a tactful and sensitive manner that positively influences case managers’ engagement

• Analytical skills with a passion for solving problems

• Adaptability, flexibility and strong decision making skills

• Exceptional case management skills focused on positive outcomes for plan sponsor, plan member and Sun Life Financial

• Ability to work collaboratively with others

• Solid knowledge of group insurance policy and coverage concepts

• Strong software skills

• As this position is posted in several locations, we specify that bilingualism (French,English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.