Advanced Support & Recovery Specialists

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.

We welcome applications from all qualified job seekers. If you are a job seeker with a disability, please let us know as adjustments can be made to help support you in delivering your best performance.

Advanced Support & Recovery Specialists

Job Title: Location: Hours of Work:

Advanced Support & Recovery Specialist Various Locations Other

Reference Number: Employment Type: Posted Date:

113793 Permanent Full Time 2020/12/03

Position Highlights We are looking for Advanced Support & Recovery Specialists to join our Recovery Services department. In this role you will be dedicated to providing customers with access to necessary treatment and healthcare services following an accident that resulted in serious injuries.

You will act as a dedicated Advanced Support & Recovery Specialist, proactively managing case files in a one-to-one case management environment, supporting hospital discharge and coordinating care with healthcare authorities and providers. Leveraging your recovery and disability case management knowledge, you will focus on supporting customers and their families in managing the physical and psychological consequences of their accident.

Your natural empathy and well-developed communication skills will aid you in supporting your customers throughout their recovery journey, identifying their needs while also assisting in the coordination of their insurance benefits. Your demonstrated skills in building and maintaining relationships with a variety of stakeholders will enable you to collaborate effectively with Claims Specialists, external health care professionals and others.

Your work will positively impact the lives of many British Columbians by implementing and advancing the most appropriate recovery or care plan for each customer.

You will be working with customers primarily over the phone, but may also be required to travel to alternate locations, including healthcare facilities or customers' homes.

What we offer:

• Competitive Salary and Benefits • Continuous Training: We offer continuous in-house training to ensure you have the knowledge to be successful in your role • COVID-19 safety protocols: We comply with WorkSafeBC and the health authorities of British Columbia to ensure your safety and wellbeing

151 West Esplanade | North Vancouver | BC | V7M 3H9 | 604-982-6675 | 1-844-982-6675 | www.icbc.com HRERC37B

• Engaging Culture: At ICBC we promote an inclusive and diverse work environment

Position Requirements Application Requirements:

• An undergraduate degree or diploma (Kinesiology, Occupational Therapy, Physical Therapy, Disability Management etc.) and professional experience in disability management or vocational rehabilitation, or an equivalent combination of education and direct experience in customer recovery, vocational rehabilitation or disability case management • Meet the provincially legislated requirements of the Criminal Records Review Act (CRRA) • Proven leadership skills to coordinate and lead meetings of relevant internal and external stakeholders • Detail oriented and organized, able to handle multiple files and tasks on a daily basis • Ability and willingness to travel to alternate locations, including healthcare facilities or customers' homes when required • Strong problem solving and conflict resolution skills.

Are you the ideal candidate?

You have:

• A genuine desire to build trusted long-term relationships with customers and their family members, listen to their concerns and put their preferences, needs and values at the centre of their recovery goals • Knowledge and understanding of catastrophic trauma and the effects of long-term disability on mental health • The ability to manage all documents that are relevant to a customer's claim, including keeping files up to date and recording details required to facilitate a customer's recovery • A collaborative approach to skillfully manage a broad spectrum of cases, coordinating and managing the multiple care and service providers and stakeholders involved in the customer's recovery journey.

Positions may become available at the following locations:

• Abbotsford • Burnaby • Campbell River • Chilliwack • Coquitlam • Courtenay • Cranbrook • Dawson Creek • Duncan • Guildford • Kamloops • Kelowna • Kingsway (Vancouver) • Langley

151 West Esplanade | North Vancouver | BC | V7M 3H9 | 604-982-6675 | 1-844-982-6675 | www.icbc.com HRERC37B

• Maple Ridge • Nanaimo • New Westminster • Newton • North Vancouver Head Office • Penticton • Prince George • Quesnel • Richmond • Salmon Arm • Squamish • Surrey • Terrace • Trail • Vancouver (5th & Cambie) • Vernon • Victoria * Port Alberni

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

151 West Esplanade | North Vancouver | BC | V7M 3H9 | 604-982-6675 | 1-844-982-6675 | www.icbc.com HRERC37B

Category

Customer Service and Support