Coordinator, Investigations

Found in: Jooble CA O C2 - 1 week ago

Ontario, Canada Atikokan Economic Development Corporation Full time

Ontario Health – Ontario
Full-time
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:
Fully paid medical, dental and vision coverage from your first day
~ Health care spending account
~ Premium defined benefit pension plan
~Participation in Communities of Inclusion

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.
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.
Acts as first point of contact with health sector organization representatives or senior leadership
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.
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.
Provides clear and consistent communication while engaging in high quality interactions with stakeholders and across the organization.
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.

Capable of multi-tasking and balancing the need to investigate quickly without compromising quality and objectively.
Attention to detail in the maintenance of case notes and complaints documentation.
Comfortable managing a high volume of competing administrative priorities.
Proficiency in Microsoft Office Suite applications, and familiarity with case management systems.
Excellent written and verbal English communication skills.
Current hybrid work model, with weekly in-office attendance to support the organizational needs.
Occasional travel throughout Ontario including remote locations.
Occasional requirement to work non-standard hours, i.e. overtime, nights, evenings and/or weekends
Long periods of sitting and regular computer/phone use.
Employment Type: Permanent, Full-time
Francophone; members of 2SLGBTQIA+ communities; Note: As part of the initial recruitment screening process, applicants must confirm that they are fully vaccinated against COVID-19.

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