Intakes Administrator

**Intakes Administrator**

Position Summary

The Intakes Administrator is responsible for receiving and evaluating the high volume of intakes received at the College, including general inquiries, complaints, and all other information that may lead to an investigation or action taken against a pharmacy professional. The Intakes Administrator is responsible for gathering relevant information, assessing/analyzing information gathered, and triaging all intakes, using a risk assessment, knowledge of College processes and pharmacy practice, while also adhering to legislative requirements. The Intakes Administrator is also responsible for providing relevant and helpful information to all parties, including members of the public, regarding the College’s complaints and investigation processes, which is an important element in the College’s mandate to serve and protect the public. This is a 9 month contract.

What you’ll do at OCP
- Use knowledge of legislation, College processes and frameworks, and an analysis of information available to perform a risk assessment and triage of all intakes received by the College, including (but not limited to): complaints, mandatory reports, charges and findings, annual renewal declarations, breaches of a College requirement (including undertakings, SCERPs, discipline orders), self-reports, information from internal or external sources (including ICRC, other committees, other Colleges/organizations).
- Coordinate all active intake files and prioritize based on risk; using knowledge of legislation, College processes and frameworks, and pharmacy practice, perform an evaluation of each intake to determine what information is required in order to satisfy the complaint criteria or determine if there are reasonable and probable grounds to initiate a Registrar's Investigation. Decide on the appropriate action needed to obtain the required information through communication with all parties including members of the public, pharmacy professionals, legal counsel, court and enforcement officers, College staff, etc. Actions include requesting relevant pharmacy documents, conducting interviews, and writing interview summaries and custom correspondence.
- Analyze information gathered to determine if an intake can proceed as an investigation. Identify registrant(s), using knowledge of legislation, Standards of Practice, Code of Ethics and policies and guidelines relevant to pharmacy practice. When appropriate, counsel external parties with respect to discrepancies, misunderstandings, processes, and pharmacy practice information via telephone calls or custom written correspondence. If intake is unable to proceed as an investigation, assess risk and provide recommendation of other action to Conduct Operations Lead.
- Identify intakes that may be appropriate for resolution by analyzing risk and standards of practice. Offer resolution where appropriate.
- Coordinate competing intake activities based on risk, legislative requirements, mitigating factors, established benchmarks, and complexity. Keep all intake data and documents current, correct, and complete to ensure that accurate information is captured with respect to concerns received regarding both registrants and pharmacies.
- Participate in preparing intake data/statistics/reports for reporting to the Executive team. Review monthly, quarterly and annual statistical reports and analysis of metrics reflecting intake volume and timelines and present findings to the Conduct Operations Lead, and make recommendations, where appropriate.
- Objectively provide relevant and helpful information to external parties regarding the College’s complaints and investigation processes, promoting transparency and education. Support OCP’s ultimate goal of providing excellent service by being constantly attentive and responsive and facilitate in the resolution of any issues or concerns in a timely and professional manner.
- Maintain electronic and/or paper files and data for intake records as well as archive files including returning records, as required. Work within records management principle and, departmental policies and guidelines. Log and secure medications and other evidence received during the intake process, ensuring confidentiality of personal health information is maintained.
- Independently and collaboratively, examine work processes and explore opportunities for improving efficiencies through technology, elimination or altering of work processes on an ongoing basis and make recommendations to the Conduct Operations Lead. Proactively monitor intake trends and timelines and report on key issues and trends that may affect benchmarks, College processes, and public trust. Use data and evaluation methods to analyze and develop future intake plans and processes.
- Other duties as assigned by the Conduct Operations Lead or Manager, Conduct Operations.

What we’re looking for
- Exceptional attention to detail; ability to self-edit, catch errors, and ensure accura