Bilingual Quality Assurance Advisor, Disability Management

The Disability Management, Quality Assurance Advisor acts as a leader and influencer of quality case management by supporting Case Manager development and compliance with best practices through direct coaching, auditing, training, complex file reviews and other quality responsibilities.

The goal of the team and the direct role of the Disability Management, Quality Assurance Advisor is to collaborate with our Service Delivery teams and act as an expert resource to ensure we are providing a best-in-class service to our clients.

Responsibilities

• Coach and mentor Service Delivery teams to ensure consistency in communication, positive client experience and application of the best practice fundamentals of case management.
• Complete regular file reviews, lead calls and clarify expectations for follow-ups with the assigned Service Delivery team.
• Identify opportunities for efficiency and effectiveness of case management service delivery, and work with the Service Delivery leadership team to recommend solutions for identified issues and assist with the implementation of noted solutions.
• Demonstrate the ability to think critically, and identify both positive and negative trends and recommend solutions to address such patterns as the quality program drives success through identification of both strengths as well as areas of improvement to leverage specific team strengths.
• Collaborate with the Service Delivery Manager and Case Managers to create an environment that fosters development of a mutual vision and strategy, and the empowerment of teams.
• Assist with training initiatives as needed.
• Liaise with Service Delivery to ensure file completeness prior to completing assigned appeals.
• Preparation of file summaries and gap analysis for claims with legal involvement, and work closely with the Legal team, Service Delivery leadership and the Quality Assurance Manager to ensure appropriate decisions and make recommendations to eliminate identified risk.
• Preparation of non-medical summaries.
• Completion of privacy reviews including a risk assessment of the file to ensure that the information requested for release complies with the different inferences required within PIPEDA guidelines.
• Assist with consultations for Service Delivery and/or Legal Counsel on a variety of complex cases.
• Provide subject matter expertise on medical case management to the Disability Management product team as needed.

Core Qualifications and Skills

• Professional level, bilingual fluency in written and spoken English and French is required.
• Bachelor’s degree in one of the following disciplines: Nursing, Vocational Rehabilitation, Medical Social Work or other related field.
• 5 to 7+ years of Disability Case Management experience and expert knowledge of the principles of Disability Case Management.
• Coaching and mentoring experience.
• Knowledge of legislation relating to Disability Management (Workers’ Compensation, Human Rights and Occupational Health and Safety).
• Additional course work in rehabilitation, legislation related to disability management, helping relationship skills, mediation, human resource management, disability insurance, psychological and workplace factors in disability, management and supervision would be an asset.
• Strong communication, interpersonal and leadership skills.
• Excellent prioritization, organizational and time management skills.

A bit about us: We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.