Rehab Intake Coordinator, National Rehabilitation

The Intake Coordinator plays a critical role in supporting rehabilitation services by managing the intake, triage, assignment, and administration of referrals across Functional Rehabilitation, Vocational Rehabilitation, and Absence Management Solutions (AMS). This position ensures cases are accurately assigned, priorities are managed effectively, and operational processes support timely service delivery and positive claim outcomes.

Working closely with Rehabilitation Specialists, Associate Managers, Vendors, and Operational Partners, the Intake Coordinator helps maintain balanced workloads, supports reporting and workflow management, and contributes to continuous process improvement initiatives.

Position Responsibilities:

Referral Intake and Case Assignment

• Review and process rehabilitation referrals and service requests.
• Assign cases and discussion tasks to Rehab and Return-to-Work Specialists using established assignment guidelines.
• Prioritize and coordinate urgent referrals in consultation with associate managers.
• Monitor pending referrals and ensure timely assignment and resolution of outstanding requests.
• Transfer files between resources and teams as appropriate to support operational requirements.

Workload and Operational Management

• Maintain balanced case distribution across rehabilitation teams to support effective workload management.
• Track and report intake volumes, assignments, and workflow activity using operational dashboards and reporting tools.
• Produce and distribute daily, weekly, and monthly operational reports and assignment summaries.
• Identify workflow challenges and recommend process improvements to increase efficiency and effectiveness.

Vendor Administration

• Coordinate Transferable Skills Analysis (TSA) referrals assigned to external vendors.
• Open and manage vendor-assigned files as per established procedures.
• Process vendor invoices in accordance with established procedures.
• Identify, escalate, and support the resolution of billing issues and outstanding vendor invoices.
• Monitor service delivery timelines and support quality assurance processes.

Collaboration and Service Excellence

• Partner with Rehabilitation staff, Associate Managers, and Return-to-work specialists to support claim outcomes.
• Participate in team meetings, projects, and continuous improvement initiatives as needed.
• Contribute ideas to improve operational processes, workflow management, and service delivery.

Risk, Compliance, and Privacy

• Handle personal and medical information with a high degree of confidentiality and professionalism.
• Adhere to privacy, security, and information management requirements.
• Utilize secure communication practices when interacting with stakeholders as required.
• Identify and escalate operational risks, privacy concerns, and process issues appropriately.
• Support Manulife's commitment to integrity, risk management, and customer-focused service.

Required Qualifications:

• Post-secondary education or equivalent combination of education and experience.
• Proficiency with Microsoft Office applications, including Excel, Teams, Outlook, and reporting tools.

Preferred Qualifications:

• Strong organizational and coordination skills with the ability to manage competing priorities.
• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to work independently while collaborating effectively in a team environment.

• Experience supporting disability, rehabilitation, or absence management programs, or working in healthcare administration, insurance, case management support, or a related field, is an asset.
• Experience coordinating work within multiple systems and managing high work volume.
• Experience working with external service providers and invoicing processes.
• Bilingualism (English and French) is considered an asset.

When you join our team:

• We’ll empower you to learn and grow the career you want. 
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 
• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-REMOTE

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.