Indigenous Complaint Navigator (Psychiatric Nurse or Social Worker), Complaints and Practice Investigations

Full time, contract (12 months)

Position summary

Reporting to the practice investigations manager and in accordance with College policies and procedures, the case administrator is responsible for managing investigative files associated with practice investigations authorized under section 33(4) of the Health Professions Act. This position works closely with the deputy registrar and members of the Inquiry Committee and is responsible for managing practice investigation files and providing confidential administrative support to the committee chair and members.

Duties and responsibilities

Duties include but are not limited to the following:

File management and administrative support

• open, maintain and organize files assigned to a section 33(4) practice investigation from other panels of the Inquiry Committee, referrals from other College departments, duty to report matters, external organizations such as the Ministry of Health, and other third-party concerns
• review files for completeness, consistency and accuracy
• liaise with internal staff in other departments and request information, such as PharmaNet profiles from drug programs or peer practice assessment material from quality assurance, if relevant
• liaise with internal staff in other departments, such as registration, health monitoring and non-hospital medical and surgical facilities accreditation program, if necessary
• manage a bring-forward system and send letters enclosed with relevant documents to physicians and/or their legal counsel accordingly
• respond to calls from registrants regarding the practice investigation process as well as schedule interviews and conference calls
• communicate with external parties, including physicians, legal counsel, complainants, health authorities and outside agencies
• coordinate and schedule meetings, interviews and conference calls, review and distribute related files and documents prior to meetings
• attend interviews, record minutes, and draft memoranda
• receive incoming reports, review the reports for errors, accuracy and consistency, and provide a copy to the registrant and their legal counsel to review and provide a written response
• request medical charts from physicians and facilities, and coordinate the assessment of these charts, and provide a copy of the report or memorandum to the registrant to review and provide a written response
• review and triage incoming correspondence to determine next steps, and decide which matters need to be escalated to management for immediate attention
• send reminder notices to ensure investigations are conducted promptly
• develop and initiate mechanisms for tracking registrants with limits and conditions on their practice
• work independently and collaboratively with the manager, director, and other department staff
• draft and proofread all outgoing correspondence and other documents or reports
• provide confidential administrative support to the deputy registrar and identify issues that require the attention of the deputy registrar
• organize and coordinate skill and knowledge assessments

Inquiry Committee

• attend meetings and log further action items ongoing matters and complete the closing steps for files concluded by the Inquiry Committee
• liaise with College legal counsel regarding undertakings, reprimands and citations directed by the Inquiry Committee
• support the work of the administrative coordinator as needed

Records management

• sort, classify and file records generated for integration into an electronic or paper-based filing system

Other

• provide support for the daily activities of the complaints department and other College departments as needed

Skills and qualifications

Required skills and qualifications include the following:

• successful completion of grade 12 supplemented by a two‐year office administration diploma or equivalent combination of education and experience
• background in health care or familiarity with medical language is preferred
• ability to record minutes interviews
• working knowledge of Microsoft Outlook, Microsoft Teams, Microsoft Excel, and Adobe Reader
• excellent editing and proofreading skills
• attention to detail and a high level of accuracy
• ability to organize and set work priorities
• ability to maintain a calm demeanor during busy or stressful times
• demonstrate sound judgment when dealing with sensitive and confidential information with ability to identify when to escalate matters to supervisor
• team oriented and ability to work collegially in a multidisciplinary environment
• excellent interpersonal and communication skills, both written and verbal including the ability to work with discretion in preparing and handling information of a confidential or sensitive nature
• ability to exercise tact and discretion when handling sensitive and/or confidential matters

While preference will be given to applicants who are Indigenous, CPSBC will consider applications from non-Indigenous allies. We invite applicants to self-identify within their resume or cover letter if they are comfortable doing so. Our organization is committed to providing a respectful, inclusive work environment that prioritizes cultural awareness and equity in support of a diverse complainant community.

The compensation range for this position is $48,278 to $60,347 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.

We thank all applicants for their interest; however, only those selected for interview will be contacted. 

The College of Physicians and Surgeons of BC is located on the unceded and traditional territory of the Coast Salish peoples, including the territories of the hən̓q̓əmin̓əm̓ speaking peoples―the xʷməθkʷəy̓əm (Musqueam) and sel̓íl̓witulh (Tsleil-Waututh) Nations, and the Sḵwx̱wú7mesh-ulh Sníchim speaking peoples―the Sḵwx̱wú7mesh (Squamish) Nation.

We acknowledge the rights and title of BC First Nations whose territories span across the province. These territories recognize that laws, governance, and health systems tied to lands and waters have existed here since time immemorial.