Leave of Absence & Disability Specialist (ADA/FMLA)

Key Responsibilities

• Manage all ADA accommodation cases, guiding clients through the interactive process and recommending practical, compliant solutions for reasonable accommodations
• Administer and process FMLA, federal, state, military, company-specific leave programs, and STD claims
• Manage Department of Labor (DOL)-related claims, including recertifications and second/third medical opinion processes
• Conduct comprehensive case assessments, engaging employees, managers, and HR partners to:
• Explain leave processes and employee responsibilities
• Gather relevant medical and situational information
• Develop a clear understanding of each case, including factors that support or hinder a successful return-to-work outcome
• Review medical certifications and supporting documentation to ensure determinations align with regulatory requirements and compliance timelines
• Collaborate with internal TELUS Health resources (e.g., nurse consultants, health professionals, supervisors) to support decision-making on claims
• Communicate with STD claimants regarding:
• Documentation requirements
• Claim status (approvals, denials, consultations)
• Timelines and next steps
• Establish return-to-work (RTW) goals with employees and employers, actively supporting and facilitating RTW planning
• Proactively communicate with client stakeholders on case developments that may impact the workplace or RTW planning
• Follow all established Standard Operating Procedures (SOPs) and internal protocols
• Participate in team meetings, case reviews, and ongoing training within the Disability Management function
• Support additional projects and initiatives as assigned

Qualifications & Experience

• Minimum 5 years of experience in U.S. leave and disability case management, with strong knowledge of federal and state regulations
• At least 3 years of direct ADA case management experience
• Associate’s Degree required
• Strong interpersonal, communication, and client advisory skills
• Advanced case assessment and problem-solving capabilities
• Ability to manage multiple cases in a fast-paced, fully digital, paperless environment
• Proficiency with case management systems and standard office technologies

Preferred / Asset Qualifications

• Professional certification or designation in disability management, occupational health, or a related health field
• Additional coursework or training in: Occupational Health & Rehabilitation, Disability-related legislation, Human Resources or Disability Insurance, Mediation or workplace mental health
• Bilingual (English/Spanish)

Why TELUS Health

We are committed to improving health and well-being outcomes for individuals, workplaces, and communities. When you join our team, you become part of a purpose-driven organization that values innovation, collaboration, and meaningful impact. We offer:

• A mission-driven culture focused on improving lives through better health outcomes
• Opportunities to work with industry-leading professionals in disability and absence management
• A collaborative and supportive environment that values your expertise and growth
• Ongoing learning and development opportunities to advance your career
• The chance to make a real difference by supporting employees and organizations through critical life and health events

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