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Job Description

We are seeking for action-oriented individual with strong team spirit, client-oriented service, high autonomy and problem-solving skills to join its fast-paced team as a Short-Term Disability (STD) Intake Case Manager.

In this role, you will be responsible for managing Non-Complex STD claims from intake to resolution.

Your responsibilities will include:

• The ability to build and maintain strong service relationships with plan members, plan sponsors, health care providers and internal partners;
• The ability to identify and efficiently gather outstanding claims assessment information
• A strong commitment to quality, accuracy and timeliness;
• Strong written (emails, formal letters) and telephone communication skills as you develop relationships with key internal and external stakeholders;
• Impeccable time management and organizational skills;
• reviewing incoming STD claim applications against an established set of criteria;
• Identifying and following up for outstanding information;
• Initiating and maintaining frequent email and telephone contact with plan members and plan sponsors and health care providers;
• Triaging claims through contractual, medical, functional and vocational analysis;
• Approving, paying and managing all Non-Complex STD claims through executing established Non-Complex claims management processes and principles;
• Transitioning Non-Complex STD claims to Complex STD Case Managers or Long-Term Disability (LTD) Case Managers as per established guidelines;
• Maintaining productive and collaborative relationships with internal partners to achieve and maintain client service deliverables;
• Prioritizing and re-prioritizing constantly conflicting demands with very tight turnaround times.

The skills we are looking for:

• Bilingualism: spoken/written French and English an asset
• Strong organizational, prioritization and planning skills; ability to gather information from key sources to assist in claim set-up and management, while paying attention to details
• Ability to multi-task and cope with high workload volumes and short turn-around times.
• Ability to work successfully and collaboratively with other team members, as part of a high functioning team to achieve common objectives.
• Ability to handle job pressures in a way that does not interfere with team/colleague’s work.
• Must have a positive attitude and be a positive influence within the team
• Ability to manage professional relationships with external and internal partners while displaying positive customer service skills.
• Familiarity with medical terminology
• Intermediate PC skills with MS Word, MS Excel
• Previous Group Disability Claims experience an asset

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife /John Hancock , we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour , ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact recruitment@manulife.com .

The annual base salary for this role is listed below.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.