Case Administrator, Complaints and Practice Investigations

Full-time, permanent

Reporting to the conduct manager and in accordance with College policies and procedures, the case administrator is responsible for maintaining complaint files and collaborating with managers and other case administrators with respect to the daily activities of the complaints department.

Duties include but are not limited to the following:

• act as a liaison between all parties involved in each complaint
• create, open, close and file complaint files
• send form letters to complainants and physicians
• complete complaint acknowledgment calls with complainants and subject registrants
• manage bring-forward system and send form letters accordingly
• review complaint materials for risks and escalate at necessary
• review complaint files for completeness, consistency, and accuracy
• track further actions arising from case conclusions
• file committee minutes

• draft correspondence and other documents or reports

• attend interviews with physicians and deputy registrar
• take clear, legible notes during interviews
• respond to telephone inquiries from both physicians and members of the public regarding the complaint process
• assist with the preparation for committee as required
• photocopy complaint file documents as necessary
• other administrative duties as required

Required skills and qualifications include:

• successful completion of grade 12 supplemented by a two‐year office administration diploma or equivalent combination of education and experience; post-secondary education is advantageous
• demonstrated ability to work under pressure and deal with diverse members of the public and the profession in emotional situations
• strong interpersonal skills required to successfully facilitate resolution to complex situations
• solid understanding of professional regulation and processes an asset
• a background in health care or familiarity with medical language is preferred
• working knowledge of Microsoft Office applications including Word, Outlook, Excel and Teams
• ability to organize and set work priorities
• ability to work both independently and as a team member
• ability to maintain a calm demeanor during busy or stressful times
• ability to exercise good judgment in recognizing scope of authority and protecting confidential information is a must
• excellent critical thinking, analytical and problem-solving skills
• high level of attention to detail, with demonstrated ability to multi-task in a fast-paced environment
• excellent written and verbal communication skills
• excellent editing and proof-reading skills
• previous experience interfacing with patients or the public is an asset

The compensation range for this position is $45,377 to $56,721 per year.