Clinical Manager, Complaints and Practice Investigations

Full-time, permanent
Position summary
Reporting to the director, complaints and practice investigations, and in accordance with College of Physicians and Surgeons of BC’s (CPSBC) policies and procedures, the clinical manager brings a clinical background to the complaints leadership team, both for their content knowledge, and ability to understand the complainant’s perspective and communicate with empathy.
The clinical manager oversees investigations with significant clinical content where ongoing communication with the parties is anticipated. The clinical manager also oversees the duties and responsibilities of case administrators, administrative assistants, and complaint navigators, and assists other team members as required.
Duties and responsibilities
**Duties include but are not limited to the following**:
Complaint management
- manage complaint files regarding clinical matters and/or where the matters call for significant liaison with the parties to the complaint, particularly the complainant (examples include perinatal death, death of a child, and end-of-life care)
- work closely with the complaint navigator to maintain contact with and be available to selected complainants
- this relationship will help inform the work of other team members, including the case administrators, medical reviewers, legal counsel, and deputy registrar
- work in collaboration with the deputy registrar, provide input during the intake of new complaints and oversight of the triage process
- review materials for presentation to the Inquiry Committee, as well as materials arising from their dispositions and Health Professions Review Board (HPRB) appeals
- oversee the completeness of complaint files after responses and other documents have been received and files are ready for adjudication, work with staff if additional information is required
- review registrant files for prior complaint matters, using critical thinking and analysis to establish any patterns of behaviour
- contact, and where appropriate, obtain pertinent information from potential non-physician complaint parties, including office staff, nurses, and patient family members
- appropriately document complaint party contact and correspondence in complaint files
- draft correspondence in response to general concerns received from the public in consultation with the deputy registrar and director
- create an investigative plan for serious matters to assist the case administrators throughout the complaint process and update the plan as new information is received
- identify cases where interviews may be appropriate to clarify allegations or individual’s experience during an interaction(s) with registrants and coordinate interviews with investigations team
- provide leadership and guidance to the case administrators as they investigate all types of complaints
- work collaboratively with the department managers and other staff to ensure that complaint files are processed in an effective and efficient manner

Human resource management
- management and supervision of direct reports including:

- complete probationary, semi-annual, and annual performance evaluations for staff
- undertake regular meetings with individual staff
- 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

Department leadership
- participate in quarterly risk register reviews
- provide input during annual business plan and budget development process
- provide educational sessions for staff, including presenting of materials and facilitation of discussion
- contribute to the departmental leadership team (i.e. participate in morning huddles, weekly meetings, strategic retreats, generate and review departmental metrics, monitor and propose enhancements to manage workflows, participate in quality assurance and improvement activities)
- participate in monthly case administrator rounds with other managers

General
- be available by phone to discuss or explain challenging situations with complainants, registrants, legal counsel, and other members of the public
- be available to other departments when complaint process information/input is required
- provide education and training to staff
- attend meetings and provide support to the Inquiry Committee as required

Skills and qualifications
- minimum of five years (preferably 10) in clinical practice with a baccalaureate degree in nursing and current registration with the BC College of Nurses and Midwives, or a master’s degree in a human health related field and current registration with the applicable college (e.g. social work, occupational therapy, physical therapy)
- skills in critical incident management, trauma-informed care, investigation and facilitation are an asset
- minimum of five ye