Reporting to the clinical manager and in accordance with College policies and procedures, the administrative assistant is responsible for managing all new complaints received by the department. This position works closely with complaint navigator and department leadership team to ensure all complaints are collated and accurately entered into the College’s database in preparation for triage and distribution to case administrators.
DUTIES AND RESPONSIBILITIES
Duties include but are not limited to the following:
File management and administrative support
open, collate and summarize new complaint matters received at the College by mail, fax and email
request additional information and conduct follow-up with complainants prior to opening a complaint file
manage medical records requests and other general correspondence received by the College
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 the 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, legal counsel and members of the public about complaint matters
communicate with external parties, including physicians, legal counsel, complainants, health authorities and outside agencies
coordinate and schedule meetings, interviews and conference calls, and review, photocopy and distribute related files and documents prior to meetings
review and triage incoming correspondence to determine next steps, and decide which matters need to be escalated to management for immediate attention
accurately track various matters for follow up and further action
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 department leadership team and identify issues that require the attention of the deputy registrar or director
Records management
sort, classify, and file records generated for integration into an electronic or paper-based filing system
conduct an annual review and cull closed complaint files in preparation for long-term off-site storage
Other
assist with Annual License Renewal Form (ALRF) report generation and follow-up with registrants
provide clerical support for the daily activities of the complaints department and other College departments as needed
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
background in health care or familiarity with medical language is preferred
ability to record minutes of meetings, and in-person and telephone interviews
working knowledge of Microsoft Outlook, 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
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 this page.
Please read through all of the questions; you may wish to prepare your responses in a Word document before you start filling out the fields below.
To begin the application process, complete the questions below. You will have the opportunity to attach your resume and other documents on the next page.
Note: You must submit your resume online. Ensure you have your resume ready to attach.
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.
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