Director Disability Services Excellence

Position Type: Permanent

Reporting to the Vice President, Life & Disability, the Director, Life & Disability Services Excellence is accountable for defining and maintaining quality standards, Curated Care pathways, and quality frameworks that guide day‑to‑day decision making across Life & Disability.

This role establishes disability management and quality guardrails that enable operational teams to act early, act consistently, and move claims forward with confidence, balancing claimant outcomes, defensibility, and financial performance across STD, LTD, Life, CI, Quality, and Appeals. The Director serves as the enterprise‑wide disability management and quality resource for complex, high‑risk claims, including litigation and appeals, providing expert guidance and escalation support to ensure sound, defensible decisions.

The Director owns the design and evolution of Curated Care pathways, provider network architecture, and quality measures, ensuring they are practical, scalable, and fully embedded in operations. In close partnership with Operations and Technology, the Director leverages data, AI, and technology to anticipate emerging trends, support early intervention, improve recovery outcomes, and translate standards into effective training and capability development across teams.

• Provide leadership and direction to teams responsible for Life and Critical Illness (CI), medical consultants and training teams to ensure consistent disability management judgment, strong decision quality, and sustained capability development.

• Own the training strategy and execution for Life & Disability Services Excellence, ensuring disability management standards, Curated Care pathways, and quality expectations are embedded into day‑to‑day practice.
• Oversee the design, delivery, and governance of training programs supporting claims, appeals, and litigation, aligned with best practices and regulatory expectations.
• Identify, plan, and implement initiatives that improve quality and enhance claimant experience across the claim journey.
• Oversee risk mitigation strategies and provide escalation direction for complex, high‑risk, or sensitive claims.

• Design and maintain Curated Care pathways, disability management frameworks, and standards that define how Disability care is delivered.
• Ensure pathways are fully enabled through training, guidance, and decision support, not just documentation.
• Conduct environmental scans and integrate emerging disability management, regulatory, and industry trends into both pathway evolution and training strategy.

• Establish governance models that ensure external providers actively support Medavie's Curated Care pathways, disability management standards, performance expectations, and metrics.
• Drive accountability, consistency, and quality across the provider ecosystem to support strong claimant outcomes and accessibility to care.

• Lead the development of standards that ensure quality, defensibility, and alignment with regulatory expectations.
• Enable execution by translating standards into training, tools, and change initiatives that drive consistent adoption.
• Conduct audits and leverage insights to enhance training and operations practices.

• Accountable for the disability management and quality business ownership of core platforms (including FINEOS and other supporting technologies), ensuring they enable Curated Care pathways, quality standards, and defensible decision making.
• Define and prioritize disability management, quality, and AI enabled requirements for FINEOS and related systems in partnership with Technology, Data, and Operations teams.
• Ensure technology solutions support defensible, consistent, evidence‑based, and defensible disability decisions across Life and Disability services.
• Build organizational capability and confidence in the use of technology and AI by promoting change adoption, and responsible innovation practices.
• Identify and enable opportunities where technology and AI can enhance quality, consistency, efficiency, and scalability while…