Inquiry Committee Manager, Complaints And Practice Investigations (College Of Physicians And Surgeons Of Bc)

Full-time/permanent

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 And Responsibilities

Duties include but are not limited to the following:

Complaint management

• Provide leadership and guidance to the case administrators as they investigate all types of complaints
• Review and analyze all incoming clinically focused complaints triaged to the Inquiry Committee including referrals from other College departments
• 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
• Source expert opinions, both in and outside of BC, when care involves specialties outside the scope of contractors or Inquiry Committee members
• Provide input during the intake and triage of new complaints
• Appropriately document complainant contact, and interviews for inclusion in complaint file
• Attend and support registrar and College staff during concluding interviews
• Create an investigative plan to assist the case administrators throughout the complaint process and update the plan as new information is received
• Work collaboratively with the department managers and other staff to ensure that complaint files are processed in an effective and efficient manner
• 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
• 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
• Provide leadership and guidance to the administrative coordinators, responsible for Panels B and D of the Inquiry Committee

Human resources management

• Undertake regular meetings with individual staff
• Provide direction, support, training, mentoring and oversight to staff members as appropriate
• Management and supervision of direct reports including:
• Promote teamwork and share appropriate information with staff in a timely manner
• Assign or delegate tasks as appropriate and monitor staff performance
• Review personal and confidential matters with staff members as required
• Complete probationary, semi-annual and annual performance evaluations for staff

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

• Skills in areas of conflict resolution, remediation, critical incident/trauma management, investigation and facilitation are an asset
• Attend meetings and provide support to the Inquiry Committee, as required
• Provide education and training to staff
• Bachelor’s degree, preferably in a health-related discipline, management or business
• Be available by phone to discuss or explain challenging situations with complainants, registrants, legal counsel, and other members of the public
• 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
• Three to five years of managerial experience, working with both internal and external partners and diverse teams
• 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
• Be available to other departments when complaint process information/input is required

Skills and qualifications

• 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 (minimum) – $98,015 (midpoint) – $117,618 (maximum). The midpoint of the range represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

The College of Physicians and Surgeons of British Columbia has been recognized as one of BC’s top employers since 2011 and one of Canada’s top 100 employers since 2014. Our goal is to attract, develop and retain highly talented employees. We offer an excellent working environment including a hybrid work-from-home/in-office model, opportunities for personal and professional growth, and a comprehensive benefits package.

How To Apply

All applications for this position must be submitted via the College website:

https://can231.dayforcehcm.com/CandidatePortal/en-US/cpsbc/Posting/View/49

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

The College welcomes all applicants and is dedicated to promoting a diverse, equitable and inclusive environment.

Value