Complaints & Resolutions Officer

3 weeks ago

Toronto, Canada Ontario College Of Pharmacists Ordre des Pharmaciens de L Ontario Full time

**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**
- Set up and coordinate complaint and health inquiry files. Simultaneously, monitor files by updating status and information regarding investigation in RADAR.
- 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 pre-ICRC 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 and Fitness to Practice, correspond with Legal Conduct and College prosecutors.
- Review draft ICRC decisions and reasons as requested, and provide comments to Decisions Lead as part of the finalization process.
- Provide weekly statistical reports to 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 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.

**Health Inquiries**
- Receive and manage all incoming health inquiries, including analyzing records and reviewing memo to Registrar for direction.
- Call member to obtain additional information and inform them of health inquiry process and resources available to them.
- Communicate with healthcare practitioners/facilities to obtain relevant medical records.
- Collaborate with external providers regarding monitoring contracts and attend quarterly meetings to obtain updates on registrants.
- Gather relevant information through interviews and request appropriate documentation. Analyze information collected during the course of the health inquiry on an ongoing basis. Flag potential interim orders or risk to public to the Manager, Investigations.
- Draft report for review by the Health Inquiry Panel. Analyze information gathered during inquiries and evaluate important information to be included in report. Summarize information from the member, medical records and witnesses in a clear and concise format.
- Attend Health Inquiry Panel meetings via teleconference or in person to obtain direction on next steps for the investigation, including reasonable and probable grounds for Independent Medical Examination, information to be included in the Health Inquiry Panel’s final report, and additional information as required.
- Coordinate and prepare documentation for Independent Medical Examination as directed by the Health Inquiry Panel.

**What we’re looking for**
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