Rehab Intake Coordinator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Evaluate and process rehabilitation referrals and service requests.

• Allocate cases and discussion tasks to Rehabilitation and Return-to-Work Specialists according to established guidelines.

• Prioritize and coordinate urgent referrals in collaboration with associate managers.

• Oversee pending referrals to ensure timely assignment and resolution of outstanding requests.

• Manage file transfers between resources and teams as necessary.

• Maintain equitable case distribution across rehabilitation teams.

• Monitor and report on intake volumes, assignments, and workflow activities using operational dashboards and reporting tools.

• Create and disseminate daily, weekly, and monthly operational reports and assignment summaries.

• Identify workflow obstacles and suggest enhancements to processes.

• Manage Transferable Skills Analysis referrals assigned to external vendors.

• Open and oversee vendor-assigned files.

• Process vendor invoices and address billing issues as well as outstanding invoices.

• Track service delivery timelines and assist in quality assurance processes.

• Collaborate with Rehabilitation staff, Associate Managers, and Return-to-Work Specialists to enhance claim outcomes.

• Engage in team meetings, projects, and initiatives aimed at continuous improvement.

• Offer suggestions for enhancing operational processes, workflow management, and service delivery.

• Recognize and escalate operational risks, privacy issues, and process challenges.

• Uphold Manulife’s dedication to integrity, risk management, and customer-centric service.

⛳️ Requirements

• Completion of post-secondary education or an equivalent combination of education and experience.

• Proficiency in Microsoft Office applications, including Excel, Teams, Outlook, and reporting tools.

• Strong organizational and coordination abilities with a talent for managing competing priorities.

• Keen attention to detail and accuracy.

• Exceptional verbal and written communication skills.

• Capacity to work independently while effectively collaborating in a team setting.

• Experience in supporting disability, rehabilitation, or absence management programs, or working in healthcare administration, insurance, case management support, or a related field is advantageous.

• Familiarity with coordinating work across multiple systems and managing high workloads.

• Experience collaborating with external service providers and handling invoicing processes.

• Bilingualism in English and French is considered beneficial.

• Ability to manage personal and medical information with confidentiality and professionalism.

• Commitment to privacy, security, and information management standards.

🏝️ Benefits

• Flexible work environment that promotes well-being and inclusivity.

• Health insurance coverage.

• Dental insurance coverage.

• Mental health benefits.

• Vision insurance coverage.

• Short- and long-term disability insurance.

• Life and Accidental Death & Dismemberment (AD&D) insurance.

• Benefits related to adoption and surrogacy.

• Wellness benefits.

• Employee and family assistance programs.

• Retirement savings plans including a pension.

• Global share ownership plan with employer matching contributions.

• Access to financial education and counseling resources.

• Paid holidays, vacation, personal, and sick days.

• Statutory leaves of absence.

• Incentive programs and compensation linked to business and individual performance.

• Support for learning and career advancement.