Advanced Support and Recovery Specialist

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We look forward to hearing from you!

We’re looking for Disability Case Manager – Severe/Catastrophic (Advanced Support & Recovery Specialist) to provide Advanced Support & Recovery services to support our customers. In this role, you will be dedicated to providing customers with access to necessary benefits, treatment and healthcare services following accidents resulting in severe or catastrophic injuries.

You will proactively manage case files in a one-to-one case management environment, supporting customer rehabilitation. Leveraging your recovery and disability case management knowledge, you will assess customer needs and develop appropriate goals, milestones, and timelines to support them in managing the physical and psychological impacts of their accident, in consultation with customer and health care professionals.

Your natural empathy and well-developed communication skills will aid you in supporting your customers throughout their recovery journey, identifying their needs while also assisting in the coordination of their insurance benefits. Your demonstrated skills in building and maintaining relationships with a variety of stakeholders will enable you to collaborate effectively with external health care professionals, health care facilities, and community stakeholders among others.

Your work will positively impact the lives of British Columbians by implementing and managing the most appropriate recovery or care plan for each customer.

You will be working with customers over the phone as well as traveling to alternate locations, when required, including healthcare facilities or customers’ homes.

Application Requirements:

• An undergraduate degree or diploma (Kinesiology, Occupational Therapy, Physical Therapy, Disability Management etc.) and professional experience in disability management or vocational rehabilitation, or an equivalent combination of education and direct experience in customer recovery, vocational rehabilitation or disability case management
• Experience must include several years of direct proactive recovery/disability case management with a portfolio of customers, along with their families, who have sustained severe and/or catastrophic injuries, including direct collaboration with all Health Care Providers throughout the entire duration of their rehabilitation.
• Meet the provincially legislated requirements of the Criminal Records Review Act (CRRA)
• Proven leadership skills to coordinate and lead meetings of relevant internal and external stakeholders
• Detail oriented and organized, able to handle multiple files and tasks on a daily basis
• Ability and willingness to travel to alternate locations, including healthcare facilities or customers’ homes when required
• Strong problem solving and conflict resolution skills
• Must hold a valid BC Driver's License

Are you the ideal candidate?
You have:

• A genuine desire to build trusted long-term relationships with customers and their family members, listen to their concerns and put their preferences, needs and values at the centre of their recovery goals
• Knowledge and understanding of catastrophic trauma and the effects of long-term disability on mental health
• The ability to manage all documents that are relevant to a customer’s claim, including keeping files up to date and recording details required to facilitate a customer’s recovery
• A collaborative approach to skillfully manage a broad spectrum of cases, coordinating and managing the multiple care and service providers and stakeholders involved in the customer’s recovery journey

What we offer:

• Competitive Salary & Benefits: We are committed to providing industry competitive salary and benefits
• Salary Range: $92,729.00 - $108,617.60 + 5% premium
• 16 Time Off days
• 3 weeks' vacation
• Excellent benefits and pension
• Flexible Working Arrangements: We offer flexible working arrangements as we continue to support our employees in balancing their career and family commitments
• Engaging Culture: We promote an inclusive and diverse work environment.
• Employing a hybrid working model, this role combines on-site in office work with work from home flexibility.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of. Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined:

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

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