Complaints Associate

3 months ago

Toronto, Canada Royal College of Dental Surgeons of Ontario Full time

The Royal College of Dental Surgeons of Ontario (RCDSO) is a leader in health care regulation. As the governing body for more than 11,000 dentists in Ontario, our mission is to act in the public interest by putting patients first. We are committed to transparency, accessibility, openness, and fairness in all our work.
Bring your excellent investigative and organizational skills to our team as a Complaints Associate within our Professional Conduct and Regulatory Affairs (PCRA) department.
The PCRA department responds to inquiries from the public about dental concerns, investigates the conduct of dentists, provides support to the College’s Inquiries, Complaints and Reports (ICR) Committee and Discipline Committee in their decision-making roles, and enforces committee decisions.
PCRA’s Track One team is responsible for investigating complaints where there are limited requirements to obtain records and conduct interviews. Typically, these complaint files have easily identifiable concerns and can be investigated in a more expeditious manner.
You will use your efficient case management skills to manage case files, while simultaneously ensuring each case continues to move forward at all points within the investigation. You will communicate with patients, dentists, other parties involved, and obtain only relevant information and documentation needed to conduct impartial investigations. Investigations are then presented to the ICR Committee for review and decision-making.
You are an extremely organized self-starter that works well in a demanding, fast-paced environment. You have superior administrative and communication skills, and the ability to collaborate well with administrative colleagues to manage a high-volume of case files while adhering to tight timelines, detail, and accuracy.
What can I expect to do in this role?
**Reporting to the Manager, Intake, you will**:

- Investigate complaints made against dentists from the public
- Communicate by telephone and in writing with complainants, patients, dentists, and other witnesses as necessary
- Identify the issues and relevant steps requiring investigation and investigation plans
- Interview parties and/or witnesses when necessary
- Identify for the Manager of Intake, complaints that may require a broader investigation based on changes in complexity or risk
- Prepare materials for review by the ICR Committee, within a specified timeline
- Maintain case files in an organized, accurate and complete manner that is consistent with legislated requirements
- Manage and track case files using the College’s electronic case management and document management systems
- Participate in regular team and complaint associate meetings
- Contribute to continuous quality improvement initiatives
- Represent the College with external stakeholders, including the Health Professions Appeal and Review Board (HPARB) as required
- Other duties as assigned

What skills and background do I need?
**The Complaints Associate requires**:

- Completion of a university degree in a related field or equivalent work experience
- Experience and training with various investigative techniques and processes
- Ability to demonstrate objectivity, neutrality and maintain confidentiality
- Excellent interpersonal, written, and oral communication skills, including ability to conduct interviews effectively
- Strong analytical and problem-solving skills, and demonstrate sound judgement with discretion, sensitivity, and tact
- Superior organizational, time management and planning skills with proven ability to manage and deliver multiple and competing priorities
- Ability to thrive in a fast-paced environment by using excellent case management skills to achieve results within expected timelines
- Self-starter with the ability to work both independently and collaboratively in a dynamic team environment
- Proficiency in Microsoft Office and knowledge of Adobe Acrobat, electronic case management systems and SharePoint
- Strong attention to detail and accuracy, and demonstrated ability to synthesize large volumes of information and documentation and ask key questions
- Being a Regulated Health Professional, JD/LLB or equivalent is an asset
- Experience or training in trauma informed investigative techniques is an asset
- Knowledge of the Regulated Health Professions Act (RHPA), related legislation, and administrative tribunal procedures is an asset
- Experience in a legal environment is an asset
- Knowledge of dental practices/terminology is an asset
- RCDSO is building its bilingual (French/English) capacity and excellent French language proficiency is an asset

Compensation and Total Rewards
- Base annual hiring salary from $86,879.38 to $97,739.30 (pro-rated for the duration of the contract), commensurate with experience
- Comprehensive extended health benefits package, paid vacation, and sick days (pro-rated for the duration of the contract)
- Job and/or career-related learning and development opportunitie

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