Disability Management Institute

Role Description The Best Practice Specialist ensures consistent adjudication and file management by developing, maintaining, and governing best-practice processes, policies, and standards. The Best Practice Specialist drives alignment across DMI teams by partnering with unit leaders, SMEs, QA, and Training to ensure practices are current, efficient, and operationally sound. Through continuous improvement, governance, and industry monitoring, this role strengthens file handling excellence and supports a cohesive best-practice culture across the organization. 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 - Partner to develop and write policies and procedures, theory, and DMI standards - Liaise with leaders and SMEs across all DMI units, including Claims, Pre-Claim, Rehab Services, Administration, and Occupational Services, for cross-unit alignment and P&P support - Establish, maintain, and enforce DMI P&P standards, frameworks, and operating guidelines for all business units - Create and oversee the full lifecycle of DMI P&Ps, including drafting, review cycles, approvals, and version control - Lead and facilitate working groups to support P&P development, calibrate across teams, gain consensus, and guide implementation - Support the maintenance of the centralized DMI P&P repository with regular reviews to ensure alignment with business needs - Lead rollouts, training sessions, and tool and template updates - Create training materials and reference guides related to Claims processes and track completion of business unit process-related training - Support SMEs and leaders with developing DMI workflows, documentation, and tools - Develop and implement governance models that ensure consistency across business units - Define governance KPIs and compliance metrics and share insights with leadership - Collect feedback from DMI teams and deliver trends and recommendations to leadership - Monitor industry developments and legal learnings and provide recommendations to enhance Claims best practices - Evaluate and recommend systems and tools that support process standardization and automation - Support all DMI units in the adoption of leading-practice processes and procedures, with ongoing monitoring to ensure quality, compliance, and continuous improvement - Act as a liaison to promote a cohesive Best Practice Culture across the organization Qualifications - Post-secondary education in a related field - Minimum 7+ years of STD/LTD Insured Group Disability Claims Management experience required; additional experience in Rehab, Early Intervention, Advice to Pay, or similar areas is considered an asset - Experience developing disability claims policies and procedures, governance frameworks, or operational documentation preferred - Solid knowledge of disability claims regulations, adjudication methodologies, and industry best practice standards - Up to date with disability claims industry trends, guidelines, and regulations - Experience delivering and facilitating training is an asset Critical Competencies - An Effective Communicator – You communicate clearly and respectfully, build relationships through tact and diplomacy, and can navigate challenging conversations with professionalism. - A Client Centric professional – You prioritize the needs of internal and external clients, bring a positive can-do attitude, take ownership, and consistently strive to meet or exceed expectations. - An Embrace Change champion – You thrive in a constantly evolving environment, adjust your thinking and behavior with resilience, and are unafraid to challenge the status quo. - A Team Player – You collaborate across teams to achieve shared goals, value diverse perspectives, and are committed to defining and upholding DMI's organizational standards. - An Organized professional – You invest in upfront planning, manage your time and priorities efficiently, and consistently stay on track to meet deadlines. Compensation At the time of this posting, the estimated annual base salary for this position is $80,000 – $95,000. 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. Benefits - Generous paid time off including 3 weeks minimum vacation, plus 26 long weekends a year through our much-loved Happy Friday program - Flexible work options including remote and hybrid schedules - Extended health and dental benefits - RRSP matching - 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.

• Review all new referrals from employers with Disability coverage adjudicated by DMI or stand-alone WOP benefits • Set up clients with Early Intervention services and MTD/LTD coverage as Pre-claim files and refer to the EIP team for app facilitation • Forward completed claims to the Intake Coordinator for claim set-up and assignment to a Case Manager • Assemble and submit claims to external carriers following standard procedures • Respond to all inquiries, emails, and voicemails within 1 business day of receipt

• Assess ATP-STD or DMCS claims for benefit eligibility • Render recommendations within service standards • Conduct telephone interviews with a focus on obtaining pertinent information including medical/treatment status, functional information, and RTW readiness • Identify and evaluate medical and non-medical barriers and functional abilities • Develop, communicate, and implement proactive case management plans • Identify suitable rehabilitation referrals as required • Identify and utilize external and internal resources to progress a claim to resolution • Engage in professional interaction with all stakeholders on a regular basis • Adhere to entering accurate billing • Provide timely, detailed documentation to ensure progression of the claim • Attend team scrums and meetings and offer support and coverage to other team members as needed

• Assess short-term disability claims for benefit eligibility and render decisions within service standards • Conduct telephone interviews focused on obtaining pertinent medical and treatment status, functional information, and return-to-work readiness • Identify and evaluate medical and non-medical barriers and functional abilities to positively impact outcomes • Develop, communicate, and implement pro-active case management plans • Collaborate, negotiate, and develop return-to-work plans • Identify suitable rehabilitation referrals in keeping with employer disability and absence policies and costing • Utilize external and internal resources to progress files forward to resolution, focusing on function and gainful employment • Collaborate with healthcare providers and physicians, written or verbal, based on the needs of the claim • Manage external referrals, services, and relationships with service providers and strategic partners through research and knowledge of local community resources • Demonstrate understanding of employer-specific resources (i.e. EFAP) and coordination of the same • Serve as an expert claims management resource for customers and internal business units • Engage in professional interaction with all stakeholders on a regular basis, including timely and efficient follow-up to telephone and email communication • Provide timely, detailed documentation to ensure progression and fulfillment of case management plans

• 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 • 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

Role Description As a Long Term Disability (LTD) Case Manager, you will play a key role in ensuring claimants receive the care, support, and adjudication they deserve — balancing empathy with policy accuracy. You will assess long-term disability claims, communicate with key stakeholders, and guide claimants through the process with professionalism and compassion. This is a remote role within Canada. We are open to candidates across the country; however, you must be able to work within our core business hours. What You’ll Be Doing - Adjudicate Long Term Disability (LTD) claims within established timeframes and policy guidelines while maintaining a client-first approach. - Interview claimants and employers to gather relevant information and make fair, evidence-based decisions. - Manage all claims in accordance with client-specific service standards and ensure documentation is accurate and timely. - Utilize available resources to assess diagnoses and treatment plans, liaising professionally with physicians, employers, insurance agencies, and legal representatives. - Draft and deliver written correspondence summarizing claim activity, decisions, and next steps. - Participate in case conference calls with employers and internal team members. - Collaborate closely with the Rehabilitation Coordinator to minimize absence duration and support return-to-work planning. - Maintain strict confidentiality regarding client, corporate, and medical information. Qualifications - Minimum 5 years of claims experience in a group insurance or related environment. - Minimum 3 years of experience adjudicating Long Term Disability claims. - Post-secondary degree or diploma, or equivalent combination of education and experience. Requirements - Familiarity with medical terminology and disability contract language. - Professional designations such as CEBS, CIP, or LOMA. - Background in a health-related discipline (e.g., Occupational Therapy, Kinesiology, Nursing, Physiotherapy). Benefits - Generous paid time off — including a minimum of 3 weeks’ vacation and 26 long weekends each year through our much-loved Happy Friday program. - Flexible work options with remote schedules, extended health and dental benefits, RRSP matching, and wellness support — including comprehensive mental health resources. - Clear career paths, personalized learning opportunities, and leadership committed to investing in your growth. 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. Belonging Starts Here Diversity, inclusion, and belonging aren’t just programs at DMI — they’re 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.

STD Case Manager (12-Month Contract) 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 As a Short-Term Disability (STD) Case Manager (12-Month Contract), you will play a key role in delivering high-quality, compassionate disability management services to our clients and their employees. You will be responsible for adjudicating STD claims within established timeframes and in accordance with policy guidelines, while ensuring a positive and supportive experience for all stakeholders. In this role, you will contribute directly to our mission of providing timely, accurate, and client-focused disability solutions. This is a remote role within Canada. We are open to candidates across the country; however, you must work within our core business hours. Please note this is a 12-month term position. What You’ll Be Doing - Process and manage all Short Term Disability claims, establishing eligibility, calculation of earnings and benefit levels, along with obtaining the necessary medical evidence within the required timelines. - 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 - Work collaboratively with early intervention team to minimize duration of absence and return claimants to work. - Ensure all necessary documentation is provided to the insurance carrier in order for them to process MTD/LTD claims. - 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 - 3+ years of claims experience in a group insurance environment. Experience in Long or Short term disability insurance preferred. - Post secondary degree or diploma or equivalent experience. Familiarity with medical terminology and disability contract language an asset. - CEBS, CIP, LOMA designation (an asset) - Medical background an asset (ie. Occupational Therapist, Kinesiology, Nursing, Physiotherapist) Critical Competencies You will succeed in this role if you are: - An Effective Communicator – You communicate clearly and in a positive manner. You can interact with others to build relationships through tact and diplomacy, while navigating through difficult situations and conversations. - Client Centric – You prioritize and take action based on the needs of both internal and external clients. You exhibit excitement, a positive can-do attitude and take ownership. You strive to consistently meet or exceed client expectations. - A Team Player– You work with others to achieve individual, team, department, and organizational goals. You value diverse perspectives and work well with others to achieve the best possible outcome. You are committed to the team’s success and are focused on a common set of objectives. - An Innovator – You think beyond the confines of tradition by seeking opportunities for new and better ways of doing things. You encourage experimentation and accept failure as a driver of innovation. Compensation At the time of this posting, the estimated annual base salary for this position is $60,000-$72,000. 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, 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.

• Providing a high caliber of varied rehabilitation services to a broad customer and client base • Assisting clients to attain a more productive lifestyle including a return to work • Developing timely, cost-effective rehabilitation planning and coordination • Serving as an expert rehabilitation management resource • Interviewing, reviewing and evaluating health event factors to determine degrees of ability and employability • Developing and implementing cost-effective rehabilitation programs • Utilizing external and internal resources to progress files forward to resolution • Managing external referrals, services and relationships with service providers and strategic partners • Engaging in professional interaction with clients, employers, insurers and union representatives • Providing timely in-depth documentation and report writing

• Provide a high caliber of varied rehabilitation services to a broad customer and client base • Assist the client to attain a more productive lifestyle, including a return to work • Develop timely, cost effective rehabilitation planning and coordination • Impact the claims handling process positively • Serve as an expert rehabilitation management resource • Interview, review and evaluate health event factors to determine degrees of ability and employability • Provide assessment of clients for determination of suitable rehabilitation goal setting • Provide interpretive analysis of medical documentation and other data • Develop and implement cost effective rehabilitation programs • Manage external referrals, services and relationships with service providers and strategic partners • Engage in professional interaction with client, employer, insurer and union representatives • Provide timely in-depth documentation and report writing