Inquiry Committee Manager, Complaints and Practice Investigations

Position summary

Reporting to the director, complaints and practice investigations, and in accordance with College policies and procedures, the inquiry committee manager works in collaboration with the department leadership team to provide oversight on clinical matters before the Inquiry Committee (IC). The IC manager will be responsible for providing leadership and guidance to complaints case administrators and inquiry committee administrative coordinators.

Duties include but are not limited to the following:

Complaint management

• review and analyze all incoming clinically focused complaints triaged to the Inquiry Committee including referrals from other College departments
• provide input during the intake and triage of new complaints
• create an investigative plan to assist the case administrators throughout the complaint process and update the plan as new information is received
• when responses and other documents have been received and files are ready for adjudication, oversee the completeness of the file and work with staff if additional information is required
• review registrant files for prior complaint matters, using critical thinking and analysis to establish any patterns of behaviour
• contact, and where appropriate, obtain pertinent information from potential non-physician complaint parties, including office staff, nurses, and patient family members
• identify cases where interviews may be appropriate to clarify allegations or individuals experience during an interaction(s) with registrants and coordinate interviews with investigations team
• identify cases where alternative dispute resolution may be appropriate and engage in a dialogue with the complainant and subject physician, independently about possible outcomes
• source expert opinions, both in and outside of BC, when care involves specialties outside the scope of contractors or Inquiry Committee members
• appropriately document complainant contact, and interviews for inclusion in complaint file
• attend and support registrar and College staff during concluding interviews
• provide leadership and guidance to the case administrators as they investigate all types of complaints
• provide leadership and guidance to the administrative coordinators, responsible for Panels B and D of the Inquiry Committee
• work collaboratively with the department managers and other staff to ensure that complaint files are processed in an effective and efficient manner

Human resources management

• management and supervision of direct reports including:
  • complete probationary, semi-annual and annual performance evaluations for staff
  • undertake regular meetings with individual staff
  • provide direction, support, training, mentoring and oversight to staff members as appropriate
  • assign or delegate tasks as appropriate and monitor staff performance
  • review personal and confidential matters with staff members as required
  • promote teamwork and share appropriate information with staff in a timely manner

Department leadership

• participate in quarterly risk register reviews
• provide input during annual business plan and budget development process
• provide educational sessions for staff, including presenting of materials and facilitation of discussion 
• contribute to the departmental leadership team (i.e. participate in morning huddle, weekly meetings, strategic retreats; generate and review departmental metrics; monitor and propose enhancements to manage workflows; participate in quality assurance and improvement activities)

General

• be available by phone to discuss or explain challenging situations with complainants, registrants, legal counsel, and other members of the public
• be available to other departments when complaint process information/input is required
• provide education and training to staff
• attend meetings and provide support to the Inquiry Committee, as required

• three to five years of managerial experience, working with both internal and external partners and diverse teams
• bachelor’s degree, preferably in a health-related discipline, management or business 
• previous experience as a health-care provider (e.g. social work, nursing, occupational therapy, physical therapy) and registration with an applicable college is an asset
• skills in areas of conflict resolution, remediation, critical incident/trauma management, investigation and facilitation are an asset
• track record of working productively and harmoniously with a team of professionals where assisting patients and medical professionals in challenging circumstances is a frequent part of the job
• knowledge and understanding of College's practice standards and guidelines, the Health Professions Act, BC Family Law Act, BC Health Care (Consent) and Care Facility (Admission) Act, and other legislation related to the adjudication of College complaint matters
• ability to manage effectively and provide leadership through virtual forums 
• proven ability to mentor, motivate and develop staff
• facility with the Microsoft Office suite and some experience with database use
• excellent verbal, written and presentation communication skills
• demonstrated commitment to continuing professional development, including education and training

The compensation range for this position is $78,412 – $98,015 per year.