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Case Administrator, Complaints and Practice Investigations

Vancouver, BC
Full Time
3 days ago
45,377 to 56,721 per year

Full-time, permanent

Position summary

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 and responsibilities

Duties include but are not limited to the following:

Maintain complaint files
  • 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
Provide administrative and clerical support to the complaints department
  • 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
Skills and qualifications

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.

The College is committed to our ongoing journey to be a diverse, equitable and inclusive place to work. All interested applicants, regardless of age, family or marital status, physical or mental disability, race, colour, religion, place of origin, and ancestry, Indigenous identity, gender identity or expression, sex, sexual orientation political belief, socio-economic background, criminal conviction or any other characteristic protected by applicable law, are strongly encouraged to apply. Accommodations are available upon request for candidates taking part in the recruitment and selection process.
The College values the strength diversity brings to our workplace, so if you’re excited about a career at the College but your past experience doesn’t align perfectly with the current job postings or you are not ready to apply yet, we encourage you to create an employee profile in the careers portal and our HR team will be able to see your skills and proactively match you with other roles more closely aligned to your experience and skillset.

The College is located on the unceded territory of the Coast Salish peoples, including the territories of the xʷməθkwəy̓əm, Skwxwú7mesh, and Səl̓ílwətaʔ/Selilwitulh Nations.

We thank all applicants for their interest; however, only those selected for interview will be contacted. 
Health Care Non-profit

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About College of Physicians and Surgeons of BC

The College of Physicians and Surgeons of British Columbia regulates the practice of medicine under the authority of provincial law. All physicians who practise medicine in the province must be reg...

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Health Care
Public Administration
51-200 employees