Work Preference
Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
Generic
Open To Work

COLLEEN REID

Toronto,Canada

Work Preference

Desired Job Title

Insurance & Office AdministratorDisability Case ManagerLong Term Disability Case ManagerClient / Customer Service Representative

Work Type

Full Time

Location Preference

HybridRemote
Location: Toronto, Canada, CA
Open to relocation: No

Salary Range

$75000/yr - $100000/yr

Important To Me

Work-life balanceCareer advancementCompany CultureHealthcare benefitsWork from home optionPaid time offPaid sick leaveStock Options / Equity / Profit Sharing

Summary

Experienced Disability and Leaves Case Manager with 10+ years of expertise in case management, disability management, and return-to-work coordination within large insurance and benefits environments. Skilled in managing high-volume caseloads, analyzing medical documentation, determining eligibility and entitlement, and supporting accommodation planning. Strong communicator with a proven ability to navigate complex and sensitive situations, provide exceptional customer service, and deliver timely, accurate outcomes while maintaining compliance with policy and legislation.

Overview

15
15
years of professional experience

Work History

Insurance & Office Administrator

JOHNSTON SHAW INC
08.2025 - 02.2026
  • Provided administrative support for insurance and benefits services, assisting clients with inquiries and documentation requirements
  • Acted as a first point of contact, triaging benefit-related questions and directing clients to appropriate insurance advisors
  • Supported claims initiation processes by guiding clients through required steps and collecting necessary information
  • Processed and reviewed client documentation for completeness and accuracy, ensuring timely follow-up
  • Maintained organized and confidential client records using Microsoft Office tools
  • Communicated with clients and internal stakeholders to provide updates and resolve inquiries
  • Managed high-volume administrative tasks while prioritizing deadlines

Disability Case Manager

CANADA LIFE
Toronto, ON
12.2020 - 07.2025
  • Manage a high-volume caseload of short-term and long-term disability (STD/LTD) claims, ensuring timely adjudication and alignment with service level agreements
  • Assess eligibility and entitlement by analyzing medical documentation, job demands, and policy provisions
  • Conduct phone and email communication with employees, employers, and stakeholders to explain the claims and return-to-work process and gather required information
  • Prepare clear, detailed written correspondence outlining decisions, next steps, and documentation requirements
  • Develop and implement return-to-work (RTW) and accommodation plans in collaboration with employees, employers, and rehabilitation consultants
  • Identify and address barriers to return to work, coordinating appropriate interventions and resources
  • Ensure smooth transition of claims between STD and LTD where applicable
  • Maintain accuracy, quality, and productivity standards while managing competing priorities in a fast-paced environment
  • De-escalate complex or sensitive cases through empathetic communication and problem resolution
  • Mentor new hires by conducting file reviews, providing feedback, and supporting onboarding

Long Term Disability Case Manager

SUN LIFE FINANCIAL
Toronto, ON
02.2014 - 12.2020
  • Managed end-to-end disability and leave cases from intake through resolution, ensuring consistent, high-quality decisions
  • Conducted detailed case management, including medical documentation review, adjudication, and ongoing assessment of functional abilities
  • Communicated regularly with plan members, employers, and HR stakeholders to explain processes, expectations, and return-to-work planning
  • Analyzed complex medical and occupational information to determine eligibility and support decision-making
  • Developed and implemented return-to-work and accommodation strategies, supporting safe and timely reintegration
  • Prepared comprehensive approval, denial, and medical request correspondence
  • Coordinated with internal and external stakeholders including medical consultants, rehabilitation specialists, and insurers
  • Maintained strong customer service standards while managing multiple priorities and tight timelines
  • Provided coaching and onboarding support to new team members
  • Reduced claim processing time by streamlining case management procedures and utilizing effective communication channels.

Senior Travel Claims Examiner / Absence Management

MANULIFE FINANCIAL
05.2011 - 02.2014
  • Adjudicated medical and disability claims, including eligibility assessment and medical documentation review
  • Managed high-volume caseloads while ensuring accuracy, timeliness, and service standards
  • Communicated with customers, employers, and medical stakeholders to gather information, explain processes, and resolve issues
  • Supported return-to-work planning by identifying barriers and coordinating appropriate solutions
  • Prepared clear written correspondence and resolved complex inquiries using critical thinking and strong customer service

Client / Customer Service Representative

MORNEAU SHEPELL LTD. / OMERS (Contract)
Toronto, ON
09.2010 - 05.2011
  • Provided customer service and administrative support related to pension and health & welfare benefits, handling inquiries via phone and written communication
  • Educated members on benefit plans, processes, and online tools, ensuring clear understanding of programs and requirements
  • Assisted with document review, verification, and processing, maintaining accuracy and efficiency in high-volume environments
  • Resolved member inquiries and issues through effective communication, problem solving, and attention to detail
  • Supported project-based initiatives, including onboarding and education for new programs, while maintaining strong service standards

Education

Bachelor of Arts Degree - Health and Society & Sociology

YORK UNIVERSITY
Toronto, ON
05-2006

Skills

  • Case Management & Caseload Management
  • Leaves & Accommodation Management
  • Disability Management (STD/LTD)
  • Return-to-Work (RTW) Planning
  • Eligibility & Entitlement Assessment
  • Medical Documentation Analysis
  • Stakeholder Communication & Collaboration
  • Customer Service Excellence
  • Critical Thinking & Problem Solving
  • Conflict Resolution & De-escalation
  • Knowledge of Provincial/Federal Legislation
  • Microsoft Outlook & Word

Languages

English

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Insurance & Office Administrator

JOHNSTON SHAW INC
08.2025 - 02.2026

Disability Case Manager

CANADA LIFE
12.2020 - 07.2025

Long Term Disability Case Manager

SUN LIFE FINANCIAL
02.2014 - 12.2020

Senior Travel Claims Examiner / Absence Management

MANULIFE FINANCIAL
05.2011 - 02.2014

Client / Customer Service Representative

MORNEAU SHEPELL LTD. / OMERS (Contract)
09.2010 - 05.2011

Bachelor of Arts Degree - Health and Society & Sociology

YORK UNIVERSITY

Similar Profiles

  • Adam SukAdam Suk

    Associate Attorney, In-House Insurance Defense Counsel for Farmers Insurance at Law Offices of Scott C. StratmanAssociate Attorney, In-House Insurance Defense Counsel for Farmers Insurance at Law Offices of Scott C. Stratman

  • Georgia CampbellGeorgia Campbell

    insurance advisor at covea pet insuranceinsurance advisor at covea pet insurance

  • Jaimee HolderJaimee Holder

    Licensed Insurance Agent at UniTrust FinancialLicensed Insurance Agent at UniTrust Financial

  • Sharikia Towers-FulcherSharikia Towers-Fulcher

    Program Administrator at City and County of Denver -OSEIProgram Administrator at City and County of Denver -OSEI

CREATE PROFILE
COLLEEN REID