Intake & Resolution Officer

3 weeks ago

Edmonton, Canada College of Physicians & Surgeons of Alberta Full time

As the first point of contact for complainants, the **Intake & Resolution Officer (IRO) **explains the complaints process to complainants and answers any questions they may have about the process. When a complaint is complete, the IRO summarizes and categorizes it according to CPSA’s procedures. IROs are also responsible for facilitating resolution of complaints and writing dismissal letters.

**KEY RESPONSIBILITIES**

**Intake Complaint Submissions**
- Review complaint submissions.
- Identify ineligible and incomplete complaints;
- Contact complainant to obtain any additional information or clarity needed to complete the complaint submission;
- Summarize the complaint submission for the file;
- Isolates core issues noted in the complaint;
- Categorize complaint topics based on CPSA’s procedures;
- Identify high risk complaints for supervisor;
- Monitor timelines for intaking and resolving cases; and
- Data entry & analysis to track KPIs.

**Facilitate Resolution of Complaints**
- Reviews the complaint, the physicians’ response to the complaint, and the Program Manager’s direction on how to resolve;
- Contact physician for further details as needed, and to discuss their agreement to resolution;
- Contact complainant to propose resolution based on the Program Manager's strategy;
- Confirm agreement by the parties in writing in accordance with CPSA processes;
- Consults CPSA medical advisors for advice and clarity on medically complex matters.
- Curate knowledge of Part 4 of the Health Professions Act as it applies to intake and resolution, with assistance from Program Managers.

**Draft Dismiss Letters**
- Where resolution is not possible, the IRO will draft the “dismiss letter” for the Program Manager’s review and signature.
- Curate detailed knowledge of CPSA’s Standards of Practice, Code of Conduct, Advice to the Profession, and the Health Professions Act so as to support the complaints process.

**Team Involvement & Quality Improvement**
- Participate in developing & updating team procedures;
- Participate in presentations related to CPSA Complaints by preparing data, images, slides, and/or presenting slides.
- Propose ideas to improve efficiency of processes and prepare corresponding draft material;
- Attend and engage in organizational meetings including team meetings, department meetings, and CPSA staff meetings;
- Collaborate with team members to provide support and/or coverage during periods of heavy workloads or absences;
- Assist with training and onboarding of new staff; and
- Engage in professional development courses related to the position, such as communication, negotiation, mediation courses or certification.

**For additional role specifics, please see the position profile attachment located at the bottom of this posting.**

**QUALIFICATIONS**

**Education**:

- Minimum 2-year post-secondary diploma or equivalent experience.

**Experience**:
**Skills**:

- Strong verbal and written communication skills.
- Excellent conflict management skills.
- Advanced computer skills.
- Strong organizational and time management skills.
- Ability to manage multiple case files at once and prioritize competing demands.
- Strong critical thinking skills.
- Creative, innovative, and adapts quickly to procedural change; ability to contribute ideas and concerns, work collaboratively to resolve problems, improve processes, collect and report data.

**SALARY**
The salary for this position is $93,843 annually and includes a comprehensive benefit package and pension plan.

We thank all applicants for their interest in CPSA; however, only those selected for an interview will be contacted.
- CPSA acknowledges we are on traditional lands of First Nations and Métis People. Through our work, we strive to respect, honour, and celebrate histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada._

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