About the role
IMA Solutionsis looking for aDisability Intake Specialistto join our team!
TheIntake Specialistis a key customer‑facing role responsible for managing the full lifecycle of incoming referrals from insurance companies, employers, and other referral sources. This position oversees each case from initial receipt through successful scheduling and attendance confirmation. Core responsibilities include intake and triage of referrals, coordinating assessment appointments, reviewing documentation, and providing timely, professional communication to clients, examinees, and assessors (Drs, Occupational Therapists, etc). The role also performs data entry, telephone and administrative support, clinic coverage as needed, and biological testing (urine collection).
The schedule isMonday to Friday, 8:30am-5:00pm PST. The hourly rate of pay is $28/hr.
Referral Intake & Case Setup
- Receive and process new referrals across various file types from insurers, employers, and government agencies.
- Triage referrals to determine the appropriate specialty and assessor based on service requirements.
- Review referral information to ensure completeness, identify missing documentation, and verify alignment between the requested assessment and assessor specialty.
- Enter referral details, conduct checks for conflicts of interest, duplicate files, case notes, and supporting documentation (emails, referral letters, medical records, etc.) into booking system in accordance with company standards.
Scheduling & Coordination
- Schedule single and multi‑disciplinary assessments using booking system and telehealth platforms as applicable.
- Confirm appointment dates, times, and logistics with assessors and other service providers.
- Communicate scheduling details, assessor CVs/resumes, appointment changes, cancellations, and no‑shows to clients and examinees.
- Coordinate ancillary services such as interpretation, chaperones, transportation, lodging, and exam‑site rentals; ensure timely cancellation or rescheduling when appointments change.
- Confirm attendance (on occasion) and notify clients of no‑shows and request further direction.
Client, Assessor and Examinee Communication
- Serve as a primary contact for clients, assessors, and examinees throughout the booking process.
- Provide professional, timely responses to inquiries regarding referral status, documentation, and scheduling logistics.
- Communicate any updates, issues, or changes promptly to ensure a seamless referral experience.
Operational & Clinical Support
- Facilitate requisition forms and arrange for biological testing when necessary.
- For Substance Use Disorder Assessments Only: Complete urine collection, lab result tracking, out‑of‑province funding processes, and assisting with occasional hair sample procedures.
Workflow Management & Compliance
- Monitor assigned work queues to ensure timely case progression is in line with company standards.
- Participate in ongoing training and educational activities.
- Maintain compliance with all health and safety protocols as required.
- Perform other duties as assigned (for instance, support clinic operations as required, including front‑desk coverage and administrative tasks).
Education and/or Experience
- Post-Secondary Diploma required.
- A minimum of 2 years related experience; or equivalent combination of training and experience in disability management, HR management, occupational health, or case management within the insurance industry.
- Experience as insurance adjuster, ICBC adjuster, WCB adjuster preferred.
Certificates, Licenses, Registrations
- First aid certificate desirable, but optional
QUALIFICATIONS/EXPECTATIONS
- Ability to consistently handle high volume of communication via email. (50-100 emails per day).
- Ability to operate computer, copier, scanner, and telephone.
- Ability to follow instructions and respond to upper managements’ directions accurately.
- Must demonstrate accuracy and thoroughness while improving and promoting quality.
- Must demonstrate exceptional communication skills.
- Must be able to work independently, prioritize work activities and use time efficiently.
- Must be able to maintain confidentiality.
- Must be punctual and show good attendance.
- Must demonstrate ownership and accountability for all tasks and outcomes.
- Must be able to demonstrate and promote a positive team -oriented environment.
- Must be able to stay focused and concentrate under normal or heavy distractions.
- Must be able to work well under pressure and or stressful conditions.
- Must possess the ability to manage change, delays, or unexpected events appropriately.
- Must follow all company policies and procedures in effect at time of hire.
ABOUT US:
IMA Solutionsis one of Canada’s leading providers of independent medical assessments for a reason: your goal is our goal. At IMA Solutions we provide services to the legal community as well as insurers and employers. In the medical-legal sector whether its liability, medical malpractice, plaintiff or defense counsel, we provide unbiased medical reports across the entire spectrum. In the employment and insurance sector we assist in facilitating healthy employees and satisfied plan members through timely diagnosis, pro-active objective treatment recommendations, and most importantly, evidentiary opinion on return to work.
IMA Solutionsis an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, or any other status protected under provincial or federal laws.
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About the role
IMA Solutionsis looking for aDisability Intake Specialistto join our team!
TheIntake Specialistis a key customer‑facing role responsible for managing the full lifecycle of incoming referrals from insurance companies, employers, and other referral sources. This position oversees each case from initial receipt through successful scheduling and attendance confirmation. Core responsibilities include intake and triage of referrals, coordinating assessment appointments, reviewing documentation, and providing timely, professional communication to clients, examinees, and assessors (Drs, Occupational Therapists, etc). The role also performs data entry, telephone and administrative support, clinic coverage as needed, and biological testing (urine collection).
The schedule isMonday to Friday, 8:30am-5:00pm PST. The hourly rate of pay is $28/hr.
Referral Intake & Case Setup
- Receive and process new referrals across various file types from insurers, employers, and government agencies.
- Triage referrals to determine the appropriate specialty and assessor based on service requirements.
- Review referral information to ensure completeness, identify missing documentation, and verify alignment between the requested assessment and assessor specialty.
- Enter referral details, conduct checks for conflicts of interest, duplicate files, case notes, and supporting documentation (emails, referral letters, medical records, etc.) into booking system in accordance with company standards.
Scheduling & Coordination
- Schedule single and multi‑disciplinary assessments using booking system and telehealth platforms as applicable.
- Confirm appointment dates, times, and logistics with assessors and other service providers.
- Communicate scheduling details, assessor CVs/resumes, appointment changes, cancellations, and no‑shows to clients and examinees.
- Coordinate ancillary services such as interpretation, chaperones, transportation, lodging, and exam‑site rentals; ensure timely cancellation or rescheduling when appointments change.
- Confirm attendance (on occasion) and notify clients of no‑shows and request further direction.
Client, Assessor and Examinee Communication
- Serve as a primary contact for clients, assessors, and examinees throughout the booking process.
- Provide professional, timely responses to inquiries regarding referral status, documentation, and scheduling logistics.
- Communicate any updates, issues, or changes promptly to ensure a seamless referral experience.
Operational & Clinical Support
- Facilitate requisition forms and arrange for biological testing when necessary.
- For Substance Use Disorder Assessments Only: Complete urine collection, lab result tracking, out‑of‑province funding processes, and assisting with occasional hair sample procedures.
Workflow Management & Compliance
- Monitor assigned work queues to ensure timely case progression is in line with company standards.
- Participate in ongoing training and educational activities.
- Maintain compliance with all health and safety protocols as required.
- Perform other duties as assigned (for instance, support clinic operations as required, including front‑desk coverage and administrative tasks).
Education and/or Experience
- Post-Secondary Diploma required.
- A minimum of 2 years related experience; or equivalent combination of training and experience in disability management, HR management, occupational health, or case management within the insurance industry.
- Experience as insurance adjuster, ICBC adjuster, WCB adjuster preferred.
Certificates, Licenses, Registrations
- First aid certificate desirable, but optional
QUALIFICATIONS/EXPECTATIONS
- Ability to consistently handle high volume of communication via email. (50-100 emails per day).
- Ability to operate computer, copier, scanner, and telephone.
- Ability to follow instructions and respond to upper managements’ directions accurately.
- Must demonstrate accuracy and thoroughness while improving and promoting quality.
- Must demonstrate exceptional communication skills.
- Must be able to work independently, prioritize work activities and use time efficiently.
- Must be able to maintain confidentiality.
- Must be punctual and show good attendance.
- Must demonstrate ownership and accountability for all tasks and outcomes.
- Must be able to demonstrate and promote a positive team -oriented environment.
- Must be able to stay focused and concentrate under normal or heavy distractions.
- Must be able to work well under pressure and or stressful conditions.
- Must possess the ability to manage change, delays, or unexpected events appropriately.
- Must follow all company policies and procedures in effect at time of hire.
ABOUT US:
IMA Solutionsis one of Canada’s leading providers of independent medical assessments for a reason: your goal is our goal. At IMA Solutions we provide services to the legal community as well as insurers and employers. In the medical-legal sector whether its liability, medical malpractice, plaintiff or defense counsel, we provide unbiased medical reports across the entire spectrum. In the employment and insurance sector we assist in facilitating healthy employees and satisfied plan members through timely diagnosis, pro-active objective treatment recommendations, and most importantly, evidentiary opinion on return to work.
IMA Solutionsis an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, or any other status protected under provincial or federal laws.