Rukky Emans

Experienced Disability Case Manager with progressive experience managing complex Long-Term Disability claims, assessing medical and functional information, interpreting disability plans, and supporting individuals throughout the disability and return-to-work process. Skilled in evaluating eligibility, reviewing medical evidence, identifying functional limitations and restrictions, coordinating rehabilitation and treatment services, and developing individualized return-to-work strategies. Strong background collaborating with employees, employers, physicians, healthcare providers, rehabilitation professionals, plan sponsors, and internal stakeholders to facilitate timely and sustainable outcomes.

Experienced in managing sensitive and complex disability cases while maintaining confidentiality, regulatory requirements, service standards, and accurate case documentation.

Disability Case Manager — Long-Term Disability at MANULIFE (2024-02 – Present)

• Manage a complex caseload of Long-Term Disability (LTD) claims, conducting comprehensive assessments of medical, functional, occupational, and vocational information to determine ongoing disability eligibility.
• Review and interpret group disability policies, plan provisions, contractual requirements, and definitions of disability to support accurate and consistent claim decisions.
• Analyze medical documentation, clinical information, treatment plans, functional abilities, restrictions, and prognoses to assess an individual's ability to perform occupational and daily activities.
• Develop and implement individualized case management and return-to-work strategies based on medical information, functional capabilities, job demands, and workplace requirements.
• Collaborate with employees, employers, physicians, specialists, treatment providers, rehabilitation professionals, and internal stakeholders to coordinate effective disability management strategies.
• Identify barriers to recovery and sustainable return to work and coordinate appropriate rehabilitation, vocational, and clinical resources.
• Monitor claims proactively, reassessing medical and functional information as required and adjusting case plans based on changes in condition, treatment, or occupational circumstances.
• Support complex disability cases involving mental health and physical health conditions, applying appropriate case management strategies while maintaining empathy, confidentiality, and professionalism.
• Assess opportunities for workplace accommodation and collaborate with employers and employees to support modified duties, gradual return-to-work plans, and sustainable work reintegration.
• Conduct change-in-definition assessments and evaluate ongoing eligibility using available medical, functional, occupational, and policy information.
• Manage sensitive and high-risk claims by identifying emerging issues, escalating concerns appropriately, and coordinating with internal partners when additional expertise is required.
• Maintain detailed, accurate, and timely case notes, claim documentation, correspondence, action plans, and follow-up activities in accordance with company standards and privacy requirements.
• Communicate complex disability and claim-related information clearly to employees, employers, healthcare providers, and other stakeholders.
• Manage competing priorities across a high-volume caseload while meeting service standards, deadlines, quality expectations, and documentation requirements.

Client Relations Manager at ROYAL BANK OF CANADA (2023-01 – 2024-01)

• Managed a diverse portfolio of clients while providing high-quality service and maintaining strong client relationships.
• Assessed client needs, identified appropriate solutions, and coordinated with internal teams to resolve complex issues efficiently.
• Handled sensitive and confidential client information while maintaining strict privacy, documentation, and compliance standards.
• Conducted detailed reviews of client information to identify risks, requirements, and appropriate next steps.
• Communicated complex information clearly and professionally to clients and internal stakeholders.
• Managed multiple priorities and competing deadlines while maintaining accuracy and service quality.
• Documented client interactions, decisions, follow-up actions, and resolutions accurately within internal systems.
• Escalated complex or high-risk issues to appropriate internal teams and followed matters through to resolution.
• Build strong relationships through empathetic communication, problem-solving, and proactive follow-up.

Bachelor of Science in Health Sciences – UNIVERSITY OF MANITOBA