Complaints & Resolutions Officer - 1 Year Contract - Toronto, Canada - Ontario College Of Pharmacists Ordre des Pharmaciens de L Ontario

Ontario College Of Pharmacists Ordre des Pharmaciens de L Ontario
Ontario College Of Pharmacists Ordre des Pharmaciens de L Ontario
Verified Company
Toronto, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Position Summary- Receive and manage all incoming complaints from the time the criteria of a complaint is identified to when it is disposed of by the Inquiries Complaints and Reports Committee ("ICRC").

Receive and manage all incoming reports about potential incapacitated Registrants from the time the report is received to when it is disposed of by the Health Inquiry Panel of the ICRC.

Collaborate with Legal Conduct when allegations of professional misconduct are referred to the Discipline Committee or when a Health Inquiry is referred to the Fitness to Practice Committee.

Conduct all investigations in an unbiased and impartial manner that is procedurally fair to all the parties by adhering to the investigation requirements set out in the Regulated Health Professions Act (RHPA).

Represent the College at ICRC meetings and at the Health Professions Appeal and Review Board ("HPARB") to answer questions regarding the case file.

What you'll do at OCP
General

  • Prepare an investigative plan for all files, including forecasting legislated and organizational timelines. Identify the additional information required to dispose of investigation. Identify potential obstacles and proposing solutions as required.
  • Conduct investigations in an unbiased and sensitive manner that is procedurally fair to all the parties by adhering to the investigation requirements set out in the Regulated Health Professions Act (RHPA)
  • Prepare files for ICRC meetings (i.e. review/finalize record of investigation prepared by Program Administrator/Associate and verify all documents as a final check) and participate in weekly preICRC teleconferences. If requested by the ICRC, gather additional information
  • Attend ICRC meetings via teleconference to answer questions and take notes for file completeness, when necessary
  • Act as resource to Discipline Committee, correspond with Legal Conduct and College prosecutors
  • Provide weekly statistical reports to Complaints and Resolutions Lead and Manager, Investigations for reporting purposes to Executive team. Identify issues in files which will result in delays or requiring prosecutorial assessments
  • Continually examine work processes and explore opportunities for efficiencies through technology, elimination or altering of processes/practices and make recommendations to Manager, Investigations

Complaints Investigations

  • Conduct Introductory calls with complainants to clarify the issues, obtain additional information and inform them of the complaints process. Identify files that may be appropriate for resolution/withdrawal by analyzing risk and standards of practice. Offer resolution/withdrawal where appropriate.
  • Gather relevant information through interviews and request documentation (additional pharmacy records, physician/hospital records, witness statements). Analyze information collected during the course of the investigation to evaluate whether the ICRC will have adequate information to dispose of the complaint.
  • In appropriate cases and upon the request of the complainant, prepare a withdrawal memorandum to the Registrar for approval including a summary of the complaint and other relevant documents, and proceed as directed by the Registrar
What we're looking for- Excellent time management and organization skills

  • Proven ability to prioritize workload based on legislated timelines, organizational risk and public protection
  • Tact and diplomacy; ability to deal effectively with stakeholders over the telephone and in person and defuse difficult situations as required
  • Judgement and discretion; ability to maintain the confidentiality of sensitive file material and information
  • Excellent written, verbal and interpersonal skills with an ability to work in team settings
  • Proven ability to draft clear correspondence
  • A focus on customer service with all stakeholders
  • Ability to solve problems independently and a willingness to tackle new challenges and upgrade skills when required
  • Computer proficiency with Microsoft Office, Adobe Acrobat Pro and relational databases
  • Knowledge of legislation in order to respond to concerns and identify discrepancies
  • Experience in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fastpaced environment
  • Exercise judgment and uses discretion with highly confidential materials
  • Strong analytical and problem solving skills
What experience we prefer- Diploma in a related field such as administration or equivalent.

  • Must have 23 years of related experience in a regulatory / investigative environment.
  • Pharmacy degree or pharmacy technician diploma is an asset.


Why work for us?- We are the registering and regulating body for the profession of pharmacy practice in Ontario with a mandate to service and protect the public interest.

In addition to ascertaining all registrant meet professional standards, the College sets and ensures ongoing a
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