Role overview

Full-time, contract (10 to 11 months)
Position summary
Reporting to the conduct manager and in accordance with the College of Physicians and Surgeons of BC’s 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 licensees
manage bring-forward system and send form letters accordingly
review complaint materials for risks and escalate as necessary
review complaint files for completeness, consistency, and accuracy and perform any required redaction of personal information
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, medical contractors 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
scan and save complaint file documents to electronic record
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 proofreading skills
previous experience interfacing with patients or the public is an asset

The compensation range for this position is $50,574 to $63,217 per year.