Intake Manager, Complaints and Practice Investigations

Position summary

Reporting to the director, complaints and practice investigations, and in accordance with College of Physicians and Surgeons of BC (CPSBC) policies and procedures, the intake manager works in collaboration with the department leadership team to provide oversight of the complaint intake process and appropriate dispute resolution (ADR) program. The intake manager will be responsible for providing leadership and guidance to the department intake team which includes complaint navigators and administrative assistants.

Duties and responsibilities

Duties include but are not limited to the following:

Complaint intake management

• collaborate and provide direction to the administrative assistants on the opening of new complaint matters including following up on missing information that is required to facilitate the opening of a complaint
• craft correspondence in response to inquiries received through the complaints inbox
• complete the weekly stream assignment review of all new complaint matters in advance of legal services review and deputy registrar endorsement and assign endorsed complaints to case administrators
• flag new complaint files that would benefit from early complaint navigator engagement (e.g. initial contact or clarification of concerns) and assign to complaint navigators at weekly meetings
• conduct monthly audits of outstanding pre-complaints (e.g. matters classified in database as “general correspondence”) to determine next steps prior to closing the matter or transitioning to a complaint investigation
• identify identity protection order (IPO) applications submitted with initial complaint submissions and alert the deputy registrar, director, allocated manager and case administrator of need to pause investigation and process IPO applications
• appropriately document and save complaint party contact and correspondence in complaint files (e.g. phone calls, emails)
• draft correspondence in response to general concerns received from the public in consultation with the deputy registrar and director
• work collaboratively with the department managers and other staff to ensure that complaint files are assigned and processed in an effective and efficient manner

Appropriate dispute resolution program development and oversight

• lead the design, development, and continuous improvement of the department’s appropriate dispute resolution (ADR) program, ensuring alignment with legal, regulatory, and organizational requirements
• work with the director to establish policies, procedures, and templates to support effective and consistent dispute resolution practices
• identify opportunities to enhance dispute resolution services through process improvements, innovation, and best practices
• oversee the administration and delivery of ADR services, ensuring matters are managed fairly, confidentially, and efficiently
• monitor program performance through the development of key performance indicators and metrics and provide monthly reports for inclusion in the department’s dashboard review
• establish escalation criteria to engage with contracted mediators when concerns are complex, sensitive, and/or high-risk
• develop an education and training program for staff that includes shuttle negotiation, mediation, and dispute-resolution practices
• coach team members in conflict management techniques to support the effective deployment of the ADR pathway for patients and licensees

Human resources management

• manage and supervise direct reports including:
  • complete probationary, semi-annual, and annual performance evaluations for staff
  • hold regular meetings with individual staff and document accordingly
  • provide direction, support, training, mentoring and oversight to staff members as appropriate
  • assign or delegate tasks as appropriate and monitor staff performance
  • review personal and confidential matters with staff members as required
  • promote teamwork and share appropriate information with staff in a timely manner
  • lead performance management plans, where appropriate and required

Department leadership

• participate in quarterly risk register reviews
• provide input during annual corporate business cycle (e.g. business plan development and KPI monitoring, budget development and monitoring, risk register stewardship)
• provide educational sessions for staff, including presenting materials and facilitating discussion related to ADR and/or the intake of complaints
• contribute to the departmental leadership team (e.g. participate in morning huddle, weekly meetings, strategic retreats; generate and review departmental metrics; monitor and propose enhancements to manage workflows; pa