Case Manager

As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve. Learn more about working for WCB at Careers - WCB Alberta

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Case Manager 
Client Services

Edmonton & Calgary, AB

Permanent, Full Time

Start every day feeling good about the work you do. If you value service, care, excellence, trust and fairness, you’ll fit right in. Embrace a rewarding role with diverse and challenging work to make a difference that creates a safer, healthier and stronger Alberta by putting people first.  

How you’ll make a difference:

You’ll build collaborative relationships with injured workers, their employers, medical service providers and others to develop individualized recovery plans. You’ll play a pivotal role in facilitating medical and re-employment services for clients, working to get them back to work and their lives. You’ll use your strong problem-solving and critical thinking skills to create effective plans that support safe recovery and return to work. With people at the heart of everything we do, you’ll deliver high-level customer service and act as an educator and negotiator while managing client expectations.

Your responsibilities:

• Manage a caseload of complex disability claims involving injured workers, employers, health care providers and representatives within strict timelines and a high-volume environment.
• Review medical information, workplace details, legislation and policy to determine whether injuries meet the criteria for a compensable workplace claim.
• Assess and make entitlement decisions for wage replacement benefits and communicate difficult decisions including denial, conclusion or adjustment of benefits clearly, respectfully and professionally, even when clients may be distressed, upset or disagree with the outcome.
• Interpret medical reports, coordinate or authorize medical treatment and ensure timely, appropriate medical interventions.
• Evaluate functional abilities and return-to-work readiness, develop detailed plans and facilitate re-employment services that support a safe and sustainable return to suitable work.
• Apply structured critical thinking and advanced problem solving to analyze information, identify gaps and make defensible, evidence-based decisions aligned with the Workers’ Compensation Act and policies.
• Navigate conflict and lead challenging conversations using de-escalation, empathy and conflict resolution skills to maintain productive relationships across various communication channels (e.g., phone, written correspondence, conference calls and in-person meetings).
• Deliver high-level customer service and act as an educator and negotiator when managing client expectations.
• Uphold the values, principles and regulations of the Workers’ Compensation Act.

Your experience and skills:

• A degree or diploma in Social Sciences, Kinesiology, Rehabilitation or Disability Management. Related education in Social Work, Psychology, Human Services or Commerce may be considered. Additional coursework or certifications in disability management or related fields is an asset.
• Minimum of 3 years of experience in disability management, occupational health, vocational or medical rehabilitation, including handling complex disability claims, assessing medical documentation, determining entitlement to benefits, and developing and implementing return-to-work plans.
• Proven experience managing a high caseload of complex cases involving multi-party coordination, conflict resolution, critical thinking and the application of legislation and policy to make evidence-based decisions.
• Resilient and adaptable, capable of managing high-pressure situations, emotionally difficult cases and adversarial interactions while maintaining professionalism and clear judgment.
• Proficient computer knowledge and keyboard skills are essential.
• Familiarity with medical terminology, functional assessments and rehabilitation principles to evaluate recovery progress and support decision-making.
• Strong communication and active listening skills; able to explain decisions clearly and respectfully, both verbally and in writing.
• Conflict resolution and negotiation skills; adept at leading difficult conversations with empathy.
• Effective negotiator with a talent for resolving complex, sensitive issues.
• Excellent customer service skills, with a proven ability to treat customers with compassion and kindness.
• Highly organized multitasker who thrives in high-volume settings.

What we offer:  

As one of Alberta’s Top Employers, we offer competitive salaries, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from a physical office in Edmonton or Calgary and your primary home residence) that foster a healthy work-life balance. Take the next great step in your career and help us change lives. For more information, please see our: Employee_handbook.

Salary: $83,441 to $100,174 per annum (Pay Grade 11)

Skill assessments and pre-interviews may be administered as part of the selection process. Final successful candidates for this position will be asked to undergo a security clearance and must be available to attend five (5) months of training at the time of hire. Training is delivered in a hybrid model (a combination of in-person and at your primary home residence), and candidates must work in-office as scheduled. Our next Case Manager class is anticipated to start on August 3, 2026.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity expression), age, sexual orientation, or physical or mental disability. Equal opportunity is provided in employment, promotions and wages.

Posting Date: May 4, 2026

Closing Date: May 19, 2026

We thank all applicants for their interest; however, only candidates selected for a skills assessment and/or subsequent stages will be contacted.