Return to Work Facilitator
Empire Life
Montréal, QC
Scope Statement

The Return to Work Facilitator establishes and contracts with external providers to deliver return-to-work plans on weekly indemnity and long-term disability files targeted for assistance based on best practices and in collaboration with the claims managers, customers and physicians. The incumbent is defined by procedural constraints and works under the moderate supervision of the Claim Practice Leader.

Impact Statement

Supports Divisional profitability results by facilitating a timely return to work for claimants .Conducts cost/benefit analysis relative and maintains statistical data to monitor return to work expenses relative to reserve levels and reserve releases
Develops, approves, implements and monitors individualized return to work plans, managing complex people dynamics and assimilating disparate information to reach a sound decision
Supports the Divisions customer service delivery promise through prompt decision making and pro-active customer communication and service

Responsibilities include

Develop, implement and monitor appropriate and cost effective return to work plans for weekly indemnity and long-term disability claimants; research and interpret rehabilitation information and medical documentation/reports
Negotiate, educate and work in collaboration with the claims manager, customers, the attending physician and other stakeholders and provide direction on return to work best practices
Contract services with a network of external providers for both medical and vocational rehabilitation services; supervise and approve the return to work process
Interview claimants and employers through telephone interviews
Ensure accurate and timely documentation of all communication with customers
Collaborate with team members to exchange ideas, gather information and offer solutions on claims
Prepare return to work reports, track statistics on return to work program effectiveness and monitor individual file return to work expenditures
Issue timely and accurate release of partial disability benefits for weekly indemnity and long-term disability claimants on a return-to-work program
Based on department standards, ensure proactive communication with our customers regarding claim status and developments

Knowledge / Experience / Certification

3+ years work experience providing return to work and rehabilitation services, vocational assessments, and/or working in a medical related field
Direct work experience in group insurance and claim management is an asset
Knowledge of national vocational and rehabilitation services and programs
Knowledge of medical terminology and return to work best practices
Knowledge of relevant provincial employment legislation and legal requirements
Registered Rehabilitation Professional (RRP) is preferred
Working towards GBA or CEBS designation

Education / Professional Courses

Completion of a college diploma in a related discipline (psychology, sociology, humanities, nursing, occupational therapy, physiotherapy, kinesiology, social services worker, community rehab, disability studies, rehabilitation counselling or vocational counselling)
Insurance related courses are an asset

Key Skills

Ability to conduct research, investigate and analyze information
Well-developed decision-making skills
Well-developed verbal/written communication and interpersonal skills
Ability to prioritize and balance multiple tasks
Ability to negotiate solutions
Ability to work independently and as a collaborative team member

Key Competencies

Driving for Results
Interpersonal Communication
Judgment and decision-making

Working Conditions

Office environment
Prolonged periods of concentration and attention to detail
Prolonged periods of sitting while using a computer and/or telephone
Frequent interruptions
Frequent contact with emotionally distraught and upset/angry people
The incumbent may be required to work extended hours and/or overtime to support service requirements


Management and employees on a local and national basis
Customers who purchase Empire Life products
Third party providers including health care providers, medical professionals, , security and surveillance companies
Other insurance companies and financial institutions
Legal firm representatives
Government agencies, financial institutions, reinsurance providers, industry associations, other insurance companies