Manager, Quality Assurance & Claims Support

WHO ARE WE?

Since 2002, the Disability Management Institute has been providing comprehensive claims management and claims review services to clients throughout Canada. 

YOUR ROLE

The Manager, Quality Assurance and Claims Support serves as a senior subject matter expert with respect to best practices in holistic case management and will be responsible for the effective day to day management of the Quality Specialist and Claims Support team members, and quality & claims support programing.  The Manger services commitments established between DMI and its Insurance Industry clients as well as all DMI Teams. As a member of the DMI leadership team the Manager is responsible for working with members of the DMI team to drive positive change within the department, lead strategic initiatives and achieve corporate goals for the organization.  The Manager works closely with the Director of Practice & Excellence. 

WHAT TO EXPECT

Within 90 days:  

• Meet with all business units to gain an understanding of past and current coaching   
• Become familiar with Quality & Coaching Scorecard, projects and initiatives. Understand Corporate Objectives as they link to Quality.   
• Review with business units the past activities with quality audits and coaching initiatives.  Understand needs of development of QA program  
• Support meeting of team targets, as driven by customer expectations (KPIs, TATs and recoveries and durations and costs and QAs)   
• Ensure delivery of gold standard and best practices are clear, consistent and adhered to within all DMI units via quality programing and coaching.   
• Oversee and monitor shared initiatives amongst the DMI teams   
• Provide coaching, guidance and technical support to Quality and CS team (employees and WHCs)  

YOUR IMPACT

• Manages and works closely with Quality Team members to execute the completion of in-depth quality assurance reviews & strategic audits on admin, employer services, claims, preclaims and rehab files while assessing trends as well as areas of strength and development
• Provide coaching and support to case managers on implementing appropriate disability management related matters  
• Identify and report disability management trends or risks and work with Quality & Training team and business units managers to develop coaching and training plan for support  
• Collaborate with team to develop evaluation techniques of our business unit functions (early intervention, preclaim, claims, rehab)  
• Development and implementation of claims resolution and transformation projects including leading strategy surrounding industry best practice philosophies related to that of a holistic model and roll out of associated elements to the business  
• Provide project management and stewardship in the development and management of policies and projects  
• Collaborate and foster communication to build consensus among internal and external stakeholders  
• Support strategic initiatives (changing/dynamic) internal and external  
• Other tasks as assigned  
• To oversee the quality control and coaching with admin, employer services, claims, preclaim and rehab teams as needed i.e., New hire support and/or ongoing coaching support  
• Work with the VPs, Director and/or DMI’s Training Unit and business unit leads to ensure that all required processes, procedures, templates and forms are modified, updated and implemented as business needs evolve and ensure smooth delivery of services and uphold best practices.  
• Participate in, or lead assigned specials projects, given other responsibilities and the evolving needs of the company, at the discretion of the manager/ Director.  
• Oversight of Claims Support Initiatives internally and externally with clients including but not limited to FTIs, COD reviews, CPPD applications, Claims Adjudication Support, Appeals etc.  

THIS IS YOU

• Previous experience in a supervisory or managerial level role.  
• 7-10 years proven Disability Management experience.    
• Experience in developing & delivery of training and coaching material    
• Background and knowledge of STD/LTD policy and coverage.  
• Have previous experience in conducting quality audits for an insurer or equivalent in experience, training and transferable skills  
• Deep knowledge of claims: policy, eligibility and entitlement; demonstrated through prior experience in this field 
• A high attention to detail and solid analytical skills to come up with targeted proactive plans to assist in finalizing claims 

• Comprehensive and competitive benefits package that supports you
• Our company-wide vacation policy guarantees a minimum of 3 weeks' vacation
• Flex days to help you achieve that work-life balance
• Wellness programs to support you in and out of the office
• Learn and grow with us through our employee education program
• Participation in our Happy Friday program

YOUR COMPENSATION

At the time of this posting, the estimated annual base salary pay range for this position is $95,000-$110,000. 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 pay and does not encompass our comprehensive total rewards, benefits, and potential bonuses that we proudly offer. 

WHY YOU WILL LOVE WORKING FOR DMI

Professional Development   

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us!   

Health & Wellness Benefits   

We offer a comprehensive array of health and wellness benefits that provide choices so you can tune your benefits plan to fit your unique needs.   

Events and Socials   

When you join our team, you’ll enjoy everything from virtual company-wide teaching and training days, industry events, Happy Fridays, team social events and much more!   

This posting will close on July 30, 2025.