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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong organizational and coordination skills to manage rehabilitation referrals and service requests effectively. Proficient in using Microsoft Office applications and reporting tools to track workflow and support operational processes.
Highest-signal resume keywords
Case Management SupportOperational ReportingWorkflow ManagementBilingualism (English and French)Attention to Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft OfficeExcelReporting ToolsInvoicing ProcessesRehabilitation ProgramsDisability ManagementHealthcare AdministrationData TrackingProcess ImprovementService Delivery Coordination
Soft Skills
Organizational SkillsCommunication SkillsTeam CollaborationIndependenceAttention to Detail
Tools & Technologies
Operational DashboardsMicrosoft TeamsMicrosoft Outlook
Industry Keywords
RehabilitationReturn-to-WorkHealthcareInsurancePrivacy Management
About the role
Key responsibilities & impact- Review and process rehabilitation referrals and service requests
- Assign cases and discussion tasks to Rehab and Return-to-Work Specialists using established assignment guidelines
- Prioritize and coordinate urgent referrals with associate managers
- Monitor pending referrals and ensure timely assignment and resolution of outstanding requests
- Transfer files between resources and teams as needed
- Maintain balanced case distribution across rehabilitation teams
- Track and report intake volumes, assignments, and workflow activity using operational dashboards and reporting tools
- Produce and distribute daily, weekly, and monthly operational reports and assignment summaries
- Identify workflow challenges and recommend process improvements
- Coordinate Transferable Skills Analysis referrals assigned to external vendors
- Open and manage vendor-assigned files
- Process vendor invoices and resolve billing issues and outstanding invoices
- Monitor service delivery timelines and support quality assurance processes
- Partner with Rehabilitation staff, Associate Managers, and Return-to-Work Specialists to support claim outcomes
- Participate in team meetings, projects, and continuous improvement initiatives
- Contribute ideas to improve operational processes, workflow management, and service delivery
- Identify and escalate operational risks, privacy concerns, and process issues
- Support Manulife’s commitment to integrity, risk management, and customer-focused service
Requirements
What you’ll need- Post-secondary education or equivalent combination of education and experience
- Proficiency with Microsoft Office applications, including Excel, Teams, Outlook, and reporting tools
- Strong organizational and coordination skills with the ability to manage competing priorities
- Strong attention to detail and accuracy
- Excellent verbal and written communication skills
- Ability to work independently while collaborating effectively in a team environment
- Experience supporting disability, rehabilitation, or absence management programs, or working in healthcare administration, insurance, case management support, or a related field, is an asset
- Experience coordinating work within multiple systems and managing high work volume
- Experience working with external service providers and invoicing processes
- Bilingualism (English and French) is considered an asset
- Ability to handle personal and medical information confidentially and professionally
- Adherence to privacy, security, and information management requirements
Benefits
Comp & perks- Flexible work environment supporting well-being and inclusion
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
- Learning and career growth support