Director Claims Injury Recovery Services

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We look forward to hearing from you!

Position Highlights

The Director, Claims Injury Recovery Services will lead an integral part of ICBC’s Claims Recovery Services department: Advanced Support and Recovery Services and Benefits. 

Reporting directly to the Chief Enhanced Care Officer, the incumbent will promote the efficient management of a complex claims operation, support the execution of proactive case management strategies, lead the team to create a positive and informed customer experience, and provide the customer access to care to support optimal functional recoveries.

Key responsibilities in this role include:

• Building the strategic direction for the business area in alignment with the corporate strategy.

• Identifying opportunities to realize enhancements to recovery management, operational excellence, efficiency, customer experience, and building project plans to capture same.

• Establishing, promoting and executing ICBC best practices in case management by staying informed of industry best practices, as well as relevant injury and recovery management literature and tools.

• Promoting positive customer experiences consistent within legislated guidelines, organizational standards and practices for quality care, with a focus on ensuring customer return to function in a timely manner.

• Providing effective and inspiring people leadership, creating a positive work environment to attract and retain highly motivated and skilled professionals.

• Supporting and developing people leaders and assessing the resourcing of their departments while collaborating on the resource model planning.

• Monitoring performance against established metrics and guidelines and directs action to improve efficiencies and steward their business area toward positive customer and business outcomes.

• Developing and maintaining effective working relationships with external partners and stakeholders and representing the corporation at industry meetings.

• Overseeing the development and monitoring of operational budgets to ensure that team and unit targets and objectives are achieved.

• Managing authority limits for their function and supporting the enhancement of ICBC policy in Enhanced Care.

Position Requirements

To be successful in this role, you will bring the following skills and experience:

• A post-secondary degree in health sciences / business / finance / commerce or related discipline.

• A minimum of 7 years progressive managerial experience in a large, complex environment, directing customer interaction on complex claims.

• Proven experience with catastrophic response, to mass casualty events, pulling together internal resources while liaising with external stakeholders like hospitals, health authorities and government.

• Strong working experience with regulations where knowledge and understanding supports the ability to create solutions for customers.

• Previous experience working directly with stakeholders specific to complex care and rehabilitation; specifically, equipment providers, hospitals, rehab facilities and advocacy groups.

• Knowledge of and/or experience with disability case management or a related discipline would be an advantage.

• Understanding of reinsurance policies and practices, including engagement with reinsurers and brokers. 

• Excellent leadership skills with the ability to provide clear direction, provide coaching to build skills/competencies and to provide meaningful recognition.

• Demonstrated alignment with ICBC’s values – Collaborative, Supportive, Straightforward, and Knowledgeable.

• Ability to make difficult and informed decisions dealing with complex facts in a time sensitive, fast-paced environment.

• Excellent interpersonal, presentation and communication skills with the ability to effectively convey ideas and concepts in a persuasive manner.

Position Information

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. 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.

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. 

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ICBC provides comprehensive benefit coverage to all eligible employees including a defined benefit pension plan and 4 weeks’ vacation, plus 3 Wellness Days per year.

• Three options available for your health and dental coverage

• Employee and Family assistance program (wellness support)

• Basic group life insurance

• Voluntary group life insurance

• Critical Illness insurance

• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks

• Long term disability plan

• Pension plan – defined benefit pension plan that pays a benefit to you or your beneficiary upon termination, death, or retirement.

Our values guide how we interact with customers, stakeholders, 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 how 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

We invite you to apply today and find out why employees recommend ICBC to their friends and family as an excellent place to work. We value and seek to maintain an environment of Collaborative, Supportive, Straightforward, and Knowledgeable team. Come join us at one of BC’s Top Employers!

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

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