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Senior Disability Case Manager – Absence & Leave Management (U.S.)About Absence & Disability Management at TELUS Health
TELUS Health’s Absence and Disability Management business helps employers improve workforce health, productivity, and compliance through comprehensive absence reporting, proactive case management, and effective return to work (RTW) support. Our services address a broad range of employee health risks and conditions—whether physical, mental, social, or workplace related.
Through our leave administration services, we support clients in meeting federal, state, and municipal regulatory requirements, as well as company specific policies, while creating positive and sustainable outcomes for both employers and employees.
Summary
The Senior Disability Case Manager is responsible for the end to end management and adjudication of FMLA, state, municipal, and company specific leaves, Short Term Disability (STD) claims, and ADA / Pregnancy Workers Fairness Act (PWFA) accommodations.
This role partners closely with employees, employers, healthcare providers, and internal resources to ensure compliant claims determination, effective communication, and timely, sustainable return to work outcomes. The Case Manager assesses barriers to recovery and RTW and actively engages stakeholders to implement appropriate strategies and alternative solutions when needed.
Key Responsibilities
- Manage and adjudicate FMLA and other federal leaves, military leaves, state and municipal leaves, company‑specific leaves, STD, and ADA / PWFA claims.
- Conduct comprehensive case assessments by engaging employees and employer HR representatives via phone and email to explain claim processes, responsibilities, and timelines.
- Develop and document a thorough understanding of each case, including factors that support or inhibit a successful and timely return to work.
- Review medical certifications and documentation to ensure determinations meet regulatory requirements and internal compliance timelines.
- Consult with internal resources (nurse consultants, health professionals, supervisory teams) to validate approval or denial recommendations for leave, STD, and accommodation claims.
- Communicate clearly with STD claimants regarding documentation requirements, claim status, approvals, denials, and consult processes.
- Facilitate the ADA interactive process, making reasonable accommodation recommendations aligned with functional limitations and essential job duties.
- Establish appropriate RTW goals and actively support RTW planning and coordination between employees and employers, intervening when necessary.
- Proactively communicate with employer HR contacts regarding case developments that may impact the workplace or RTW outcomes.
- Ensure all claim activities align with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
- Participate in team meetings, training sessions, and special projects as required.
Qualifications & Experience
- 5+ years of comprehensive experience in U.S. Absence and Disability Case Management, including strong knowledge of applicable legislation and regulatory requirements.
- Proven experience managing ADA / ADAAA accommodation claims and interactive processes.
- Strong interpersonal, assessment, and problem‑solving skills with a demonstrated ability to support individuals through complex situations.
- Excellent organizational and communication skills, with the ability to manage a high volume of cases in a client‑focused environment.
- Advanced computer proficiency and comfort working in a paperless, fully online environment.
Education & Credentials
- Associate’s degree required, along with registered professional status within Disability Management or a related professional health field.
- Additional coursework or training in occupational health, rehabilitation, disability legislation, mediation, human resources, disability insurance, or psychosocial workplace factors is an asset.
- Bilingual (English / Spanish) is considered an asset.
Why Work Here?
At TELUS Health, our purpose is simple and powerful: to improve the health and well‑being of people and organizations. As a Senior Disability Case Manager, your work will directly support employees during critical life moments while helping employers navigate complex absence and accommodation requirements with confidence and care.
You’ll be part of a collaborative, remote‑friendly team that values expertise, empathy, accountability, and continuous improvement—supported by the scale and stability of a global health organization.
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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 Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process.
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.
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