Case Manager – Claimant Services Hours: 35 hours per week, Monday to Friday Location: Hybrid position. Regular on-site attendance is required at the Mercury Disability Board Office, 301 First Avenue South, Kenora, ON. Travel is required to support clinical assessments. Rate of Pay: $40.00–$45.00 per hour, based on experience Conditions of Employment:

• Successful completion of a Criminal Record Check with Vulnerable Sector Screening.
• Ability to travel as required.
• Availability for weekend work in support of clinical operations is required.

Position Summary The Case Manager is responsible for managing a caseload of claimants throughout the Mercury Disability Board Reformed Assessment process. Acting as a primary point of contact, the Case Manager provides support, guidance, and communication from intake through assessment completion. This role focuses on claimant outreach, health information management, documentation, case progression, and problem-solving. The Case Manager ensures claimants are informed, prepared, and supported throughout the assessment process while maintaining accurate records, addressing barriers to participation, and delivering culturally safe, claimant-centered service. Reporting Relationship The Case Manager reports directly to the Clinical Operations Lead.     Duties and Responsibilities The Case Manager shall:

• Manage an assigned caseload of claimants throughout the reformed assessment process.
• Serve as the primary point of contact for claimants and respond to inquiries regarding assessments, documentation requirements, travel arrangements, and next steps.
• Conduct claimant outreach, appointment confirmations, reminder calls, and follow-up communications.
• Prepare and distribute claimant correspondence, including appointment notices, requests for information, and assessment-related communications.
• Maintain accurate claimant records and documentation in accordance with PHIPA and organizational policies.
• Collect, organize, and manage medical records, consent forms, and supporting documentation.
• Document claimant interactions and case activities within organizational systems.
• Monitor case progression and proactively identify barriers that may affect claimant participation or assessment completion.
• Exercise judgment in managing caseloads, resolving claimant concerns, identifying barriers to participation, and recommending solutions to support successful completion of the assessment process.
• Make recommendations regarding claimant accommodations, travel supports, scheduling considerations, and case-specific needs to facilitate participation in the assessment process.
• Collaborate with internal teams to ensure claimant files are complete, accurate, and assessment ready.
• Provide culturally safe, respectful, and professional support to claimants, families, Elders, and community partners.
• Support clinic operations during assessments, including claimant check-in, waiting room support, and administrative assistance as required.
• Participate in continuous improvement initiatives and provide feedback regarding claimant processes, service delivery, and operational efficiencies.
• Perform other related duties as assigned.

Qualifications

• Post-secondary education in administration, health, social services, or a related field is considered an asset. Equivalent combinations of education and experience will be considered.
• Experience managing case files in a healthcare, insurance, legal, or social services environment.
• Strong organizational, communication, and time-management skills.
• Demonstrated ability to manage multiple priorities, solve problems, exercise sound judgment, and maintain attention to detail.
• Experience handling confidential information and maintaining accurate records.
• Proficiency with Microsoft Office.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of Indigenous cultural safety, trauma-informed approaches, and the impacts of mercury poisoning on affected communities is considered an asset.
• Valid driver's licence and willingness to travel as required.