MELISSA LANNS
Toronto
Summary
Dedicated professional with over 10 years of experience in disability case management and analysis, including 8 years at Sun Life Financial managing long-term disability claims and 3 years as a Disability Analyst at Ontario Teachers Insurance Plan. Skilled in leveraging AI tools to draft client communications, analyzing complex data, and building outcome-focused plans. Proven ability to partner with diverse stakeholders and drive operational excellence in dynamic settings. Eager to apply my tech-savvy, analytical, and employee-focused expertise to manage innovative benefit plans and support Dropbox’s mission of creating competitive programs.
Overview
25
25
years of professional experience
Work History
Disability Analyst
Ontario Teachers Insurance Plan
01.2022 - Current
- Assess disability claims for benefit entitlement, analyzing contractual, medical, functional, and occupational data to administer benefits, strengthening expertise in disability and leave programs for a key insurance plan.
- Leverage AI tools to draft clear, professional client communications, enhancing efficiency and ensuring accessible explanations of complex policies to improve user experience.
- Collaborate with plan members, employers, physicians, and HR professionals to develop outcome-focused case plans, aligning with compliance (EI Act, CPP, AODA) and employee-centric benefits goals.
- Partner with stakeholders to address absence issues and support return-to-work strategies, refining skills in a dynamic, client-focused environment.
Disability Case Manager
Sun Life Financial
01.2014 - 01.2022
- Assess claims for benefit entitlement by reviewing contractual, medical, functional and occupational information.
- Build strong relationships with plan sponsors (employers), working in partnership with them to address workplace absence issues.
- Develop and maintain outcome-focused case management plans to help plan members return to work.
- Collaborate with attending physicians, plan members, and policyholders to develop gradual return-to-work plans as needed.
- Work collaboratively with plan members, plan sponsors, lawyers, health care practitioners, human resource professionals, union representatives and other stakeholders to obtain information, provide claim status, create action plans and provide verbal and written decisions while maintaining confidentiality and privacy.
Rehabilitation Consultant
Banyan Work Health Solutions
01.2010 - 01.2014
- Evaluated clients’ health, ability, and employability, developing rehabilitation goals based on insurer policies and employer needs, mirroring benefits plan management.
- Managed relationships with service providers and community resources, coordinating external referrals to support client outcomes, akin to benefits broker coordination.
- Engaged with clients, employers, and insurers, creating action plans to enhance return-to-work success and user experience.
- Analyzed factors impacting rehabilitation, applying structured thinking to optimize outcomes, transferable to employee wellness initiatives.
Quality Assurance Reviewer
Banyan Work Health Solutions
01.2012 - 01.2012
- Reviewed new claims and change-of-definition decisions, ensuring quality and compliance with contracts, legislation, and best practices, supporting benefits-related excellence.
- Acted as a Subject Matter Expert, providing feedback to overturn decisions, fostering consistency and enhancing claimant experience.
- Participated in calibration sessions to align measures, a skill transferable to refining benefits standards.
Legal Assistant
Wildeboer Dellelce LLP
01.2006 - 01.2007
- Provided clerical and administrative duties to three lawyers.
- Drafted, prepared and revised legal documents.
- Proofread outgoing documents for accuracy.
Supervisor
Shoppers Drug Mart Ltd.
01.2000 - 01.2006
- Responsible for maintaining systems and procedures related to cash handling, processing and management.
- Assisted the Front Store Manager (FSM) in adherence to all marketing programs and initiatives, including retail price management, planograms, core programs, merchandising techniques, flyer implementation and local advertising initiatives.
- Assisted in the hiring process (recommend to FSM).
Education
Legal Administration Diploma -
Herzing College
Toronto, ON01.2005
Skills
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Attention to detail
- Documentation and reporting
- Information gathering
- Critical thinking
- Problem-solving
- Excellent communication
PROFESSIONAL DEVELOPMENT
- Managing Employee Benefits and Compensation, Coursera, completed 2025
- Human Resources Certificate, Coursera, Currently Pursuing (Expected Completion September 2025)
Timeline
Disability Analyst
Ontario Teachers Insurance Plan
01.2022 - Current
Disability Case Manager
Sun Life Financial
01.2014 - 01.2022
Quality Assurance Reviewer
Banyan Work Health Solutions
01.2012 - 01.2012
Rehabilitation Consultant
Banyan Work Health Solutions
01.2010 - 01.2014
Legal Assistant
Wildeboer Dellelce LLP
01.2006 - 01.2007
Supervisor
Shoppers Drug Mart Ltd.
01.2000 - 01.2006
Legal Administration Diploma -
Herzing College
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