Position summaryReporting to the director, complaints and practice investigations, and in accordance with College of Physicians and Surgeons of BC (CPSBC) policies and procedures, the intake manager works in collaboration with the department leadership team to provide oversight of the complaint intake process and appropriate dispute resolution (ADR) program. The intake manager will be responsible for providing leadership and guidance to the department intake team which includes complaint navigators and administrative assistants.Duties and responsibilitiesDuties include but are not limited to the following:
Complaint intake management- collaborate and provide direction to the administrative assistants on the opening of new complaint matters including following up on missing information that is required to facilitate the opening of a complaint
- craft correspondence in response to inquiries received through the complaints inbox
- complete the weekly stream assignment review of all new complaint matters in advance of legal services review and deputy registrar endorsement and assign endorsed complaints to case administrators
- flag new complaint files that would benefit from early complaint navigator engagement (e.g. initial contact or clarification of concerns) and assign to complaint navigators at weekly meetings
- conduct monthly audits of outstanding pre-complaints (e.g. matters classified in database as "general correspondence") to determine next steps prior to closing the matter or transitioning to a complaint investigation
- identify identity protection order (IPO) applications submitted with initial complaint submissions and alert the deputy registrar, director, allocated manager and case administrator of need to pause investigation and process IPO applications
- appropriately document and save complaint party contact and correspondence in complaint files (e.g. phone calls, emails)
- draft correspondence in response to general concerns received from the public in consultation with the deputy registrar and director
- work collaboratively with the department managers and other staff to ensure that complaint files are assigned and processed in an effective and efficient manner
Appropriate dispute resolution program development and oversight- lead the design, development, and continuous improvement of the department's appropriate dispute resolution (ADR) program, ensuring alignment with legal, regulatory, and organizational requirements
- work with the director to establish policies, procedures, and templates to support effective and consistent dispute resolution practices
- identify opportunities to enhance dispute resolution services through process improvements, innovation, and best practices
- oversee the administration and delivery of ADR services, ensuring matters are managed fairly, confidentially, and efficiently
- monitor program performance through the development of key performance indicators and metrics and provide monthly reports for inclusion in the department's dashboard review
- establish escalation criteria to engage with contracted mediators when concerns are complex, sensitive, and/or high-risk
- develop an education and training program for staff that includes shuttle negotiation, mediation, and dispute-resolution practices
- coach team members in conflict management techniques to support the effective deployment of the ADR pathway for patients and licensees
Human resources management- manage and supervise direct reports including:
- complete probationary, semi-annual, and annual performance evaluations for staff
- hold regular meetings with individual staff and document accordingly
- 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
- lead performance management plans, where appropriate and required
Department leadership- participate in quarterly risk register reviews
- provide input during annual corporate business cycle (e.g. business plan development and KPI monitoring, budget development and monitoring, risk register stewardship)
- provide educational sessions for staff, including presenting materials and facilitating discussion related to ADR and/or the intake of complaints
- contribute to the departmental leadership team (e.g. 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)
- participate in monthly case administrator rounds with other managers, as required
General- be available to discuss or explain challenging situations with complainants, licensees, 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
- perform other duties, functions, and responsibilities as assigned by the deputy registrar and/or director
- provide input to deputy registrar and director into the development of the department strategic plan and other key priorities
Skills and qualifications- minimum 5 to 7 years of progressively responsible experience in conflict management, mediation, employee relations, labour relations, investigations, dispute resolution, or a related field, including experience managing complex and sensitive cases
- a master's degree in business or health administration, human resources, conflict analysis/management or a related field, and/or specialized training in mediation or dispute resolution is an asset
- demonstrated knowledge of mediation, shuttle negotiation, facilitation, restorative practices, and alternative dispute resolution methodologies with the ability to apply these approaches effectively in diverse situations(completion of mediation or conflict resolution training program is an asset)
- established 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 CPSBC's practice standards and professional guidelines, the Health Professions and Occupations Act, BC Family Law Act, BC Health Care (Consent) and Care Facility (Admission) Act and other legislation related to the adjudication of CPSBC complaint matters is an asset
- knowledge and understanding of Indigenous issues in health care including awareness and familiarity with DRIPA/UNDRIP and awareness of restorative practices used in a diversity of communities including but not limited to First Nations, Métis, and Inuit
- ability to foster the development and growth of staff and build a workplace where team members feel safe to openly and honestly communicate
- awareness of personal values, strengths and limits and how they can be used to manage health and work performance during stressful and difficult circumstances
- 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 $87,392 (minimum) to $131,087 (maximum) per year, and the midpoint of the range is $109,240 per year. The compensation range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and 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.
