Coordinator, Investigations

Ontario Health – Ontario
Full-time
R106862

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, tenacity, humility and care.

What Ontario Health offers:

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

• Fully paid medical, dental and vision coverage from your first day
• Health care spending account
• Premium defined benefit pension plan
• 3 personal days and 2 float days annually
• Individual contributors start at 3 weeks’ vacation with 4 weeks at 2 yrs.
• Career development opportunities
• A collaborative values-based team culture
• Wellness programs
• A hybrid working model
• Participation in Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.
Reporting to the Manager, Investigation (INV), the coordinator, investigations is responsible for providing confidential assistance to the investigations tam to support early resolution, investigation activities and special projects, including acting as an initial contact for investigations.

The coordinator, investigations will be instrumental at progressing the work of the investigation team by providing administrative support, assisting with the investigative stages, and providing insights into appropriate planning and resource.

The coordinator, investigations will have a degree of delegated legal authority from the Patient Ombudsman to receive and make determinations re: certain types of complaints [NOTE: the investigators act under a delegated legal authority from the Patient Ombudsman to receive, resolve, and make recommendations re: complaints and investigations].

The coordinator, investigations will assist with case reviews/pre-investigative work, may handle a caseload of individual complaints/smaller investigations, and will participate in larger complaint-based investigations or investigating systemic issues.

The coordinator, investigations will analyze complaint files to identify and frame key issues, conduct preliminary case file reviews, suggested next steps, assess fairness issues, research, and gather relevant information and documentation, and identify and apply appropriate dispute resolution strategies, persuasion techniques and interviewing skills to help to gather information to escalate complaints to investigations.

The coordinator, investigations will assist the investigators to establish investigative plans, gather evidence, conduct interviews and inspections, analyze evidence, and prepare thorough and objective reports including recommendations.

This position offers an opportunity for someone with an interest in administrative investigations to learn about strategy, risk mitigation planning, evidence gathering including interviewing skills, weighting evidence, making recommendation and the practical application of legal principles that guide an ombuds office.

Here is what you will be doing:

• Provides excellent, timely investigation related communication and responds to process inquiries from complainants, health sector organizations, and third-party organizations, explaining Patient Ombudsman (PO) services, mandate, and investigative process.
• Acts as first point of contact with health sector organization representatives or senior leadership
• Maintains accurate Case Management System and team files and records, ensuring detailed information is entered in accordance with established guidelines. Manages a large amount of documentation and information including the receipt, organization, and storage.
• Conducts, file reviews, some early resolution work to progress files for possible escalation to an investigation.
• Performs quality improvement activities on an as needed basis such as collecting, maintaining, and preparing presentations on investigation related data. Provides analysis that support the investigations to implement key strategic priorities.
• Conducts thorough and objective lower risk investigations, involving both individual and systemic issues with a focus on rigorous fact-finding, fairness, timelines, and attention to detail.
• Advances the goals of the investigation team by proactively initiating next steps in the investigative process. Prepares letters, arranges meetings, and assists to ensure adequate resources are available for the team.
• Attends off site interviews with investigation team to conduct interviews or note taking as needed.
• Provides project managing and technical support through the development and maintenance of planning documents, templates and tools used by the investigators.
• Identifies opportunities to improve administrative policies, practices and procedures and streamline processes, providing input and recommendations.
• Contributes to the development and delivery of special projects within the investigation team, facilitating planning and decision-making and efficiently executing assigned tasks.
• Meets regularly with Manager, INV to review issues and align projects with stated goals.
• Prepares and presents material for review and informational purpose, and provides regular status updates to the Manager, INV on projects.
• Approaches problems collaboratively and proactively.
• Provides clear and consistent communication while engaging in high quality interactions with stakeholders and across the organization.
• Conducts post recommendation follow up in collaboration with Manager, INV.
• Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested.

Here is what you will need to be successful:

Education and Experience

• University degree in health care, law, or in a related field or an equivalent combination of education, training and/or experience.
• 3-5 years of related experience supporting complaint handling, and/or working directly with stakeholders or in client or patient-facing services.

Knowledge and Skills

• Strong analytic skills to conduct research and assess evidentiary relevance.
• Proven ability to interview individuals at all organizational levels.
• Capable of multi-tasking and balancing the need to investigate quickly without compromising quality and objectively.
• Ability to maintain privacy and confidentiality of sensitive personal health information and conduct themselves with diplomacy and tact.
• Attention to detail in the maintenance of case notes and complaints documentation.
• Comfortable managing a high volume of competing administrative priorities.
• Comfortable with potentially emotionally charged situations and conversations.
• Ability to exercise sound judgement/integrity, remain independent and impartial.
• Proficiency in Microsoft Office Suite applications, and familiarity with case management systems.
• Excellent written and verbal English communication skills.
• Excellent organizational, time management, and customer service skills. Self-starter with a proven ability to work independently and with a team.
• Ability to work collaboratively and maintain an effective and professional working relationship.
• Demonstrated ability to work with and respond effectively and equitably with diverse populations, including individuals who may required special accommodation.
• Knowledge and/or interest in learning about the public health care sector in Ontario.

Working Conditions and Physical Demands

• Current hybrid work model, with weekly in-office attendance to support the organizational needs.
• Occasional travel throughout Ontario including remote locations.
• Ability to maintain attention to detail despite interruptions.
• Extended periods of concentration may be required.
• Occasional requirement to work non-standard hours, i.e. overtime, nights, evenings and/or weekends
• Occasional exposure to angry/upset clients/customers/stakeholders.
• Long periods of sitting and regular computer/phone use.
• Most work is completed at a desk with freedom to move about or change position at will.

Employment Type: Permanent, Full-time

Salary Band: 4

Location: Ontario (currently hybrid; subject to change)
All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Internal Application Deadline Date: March 29, 2024

Ontario Health encourages applications from candidates who are First Nations, Metis, Inuit, and urban Indigenous; Francophone; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.
We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and/or interview process.

Note: As part of the initial recruitment screening process, applicants must confirm that they are fully vaccinated against COVID-19. If applicants are not fully vaccinated, they will be required to identify any accommodation needs pursuant to a protected ground under the Code. Applicants who identify an accommodation need will be required to provide supporting documentation with respect to their need for accommodation when requested by Ontario Health. If no such accommodation is identified, the applicant will not be eligible to proceed through the recruitment process.