Full-time, permanent

Position summary

Reporting to the clinical manager and in accordance with College of Physicians and Surgeons of BC (CPSBC) policies and procedures, the administrative assistant is responsible for managing all new complaints received by the department. This position works closely with the complaint navigators and department leadership team to ensure all complaints are collated and accurately entered into the CPSBC'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 CPSBC 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 CPSBC

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 licensing, 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 licensees, 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; review, photocopy and distribute related files and documents prior to meetings

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 Licence Renewal Form (ALRF) report generation and follow-up with licensees

provide clerical support for the daily activities of the complaints department and other CPSBC 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 the ability to identify when to escalate matters to the 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 compensation range for this position is $50,574 to $63,217 per year.