Administrator, Resolution Program

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 conflict resolution and communication skills to our team as an Administrator, Resolution Program within our Professional Conduct and Regulatory Affairs (PCRA) department.
The College’s PCRA department responds to inquiries from the public about dental concerns, investigates the conduct, competence and capacity of dentists, provides support to the Inquiries, Complaints and Reports Committee (ICR Committee), Discipline Committee and Fitness to Practise Committees 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 be responsible for the administration of the Resolution Program by communicating with involved parties, facilitating discussions, drafting resolutions and maintaining files and statistics.
You are an individual with exceptional organizational skills that is a self-starter who excels in a professional, fast-paced environment. You are an effective communicator, both oral and written, and thrive in a collaborative team setting.
What can I expect to do in this role?
**Reporting to the Manager, Intake & Complaints, you will**:

- Administer the Resolution Program, including all written and oral communication with complainants, members, legal counsel, dental advisors and external mediators
- Schedule mediations
- Facilitate discussions between parties to reach a resolution
- Draft Resolution Program resolutions and prepare materials for review and ratification by the Registrar or the Registrar’s delegate
- Ensure administrative timelines are tracked and adhered to
- Maintain and update assigned files using the College’s case management system
- Compile and maintain Resolution Program statistics for assigned files, for reporting and tracking purposes, using the College’s CRM system
- Work seamlessly with the Manager, Intake and Complaints, and the Director, Professional Conduct and Regulatory Affairs

What skills and background do I need?
**The Administrator, Resolution Program requires**:

- Completion of a University degree in a related field or equivalent work experience
- Ability to work independently and exercise sound judgment
- Strong attention to detail and accuracy
- Superior organizational, time management and case management skills
- The ability to work well under pressure and manage competing priorities
- Excellent communication and negotiation skills
- Ability to remain neutral in high-stress situations
- Proficiency in Microsoft office and knowledge of Adobe Acrobat and electronic case management systems
- Ability to work closely and collaboratively in a dynamic team environment
- Demonstrated natural curiosity to ask questions, review research; identify all required and relevant information
- Ability to think critically and try different approaches to solve a problem
- Knowledge of the Regulated Health Professions Act, the Dentistry Act and related legislation is an asset
- Experience facilitating the resolution of disputes between parties and understanding of dispute resolution strategies 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 $70,379 to $79,177, commensurate with experience
- Comprehensive extended health benefits package, paid vacation, wellness and sick days
- A matched Pension Plan (up to 8% of salary), Voluntary Tax-Free Savings Account (TFSA) and Registered Retirement Savings Plan (RRSP)
- Career-related learning and development opportunities
- Half-day Fridays between July 1st and September 1st as well as a half-day workday before statutory holidays
- Onsite gym, corporate discount to GoodLife Fitness, and wellness-related webinars
- Opportunities to connect with colleagues through virtual and in-person social events

How do I apply?
Thank you for your interest; only applicants selected for an interview will be contacted.
The Royal College of Dental Surgeons is an inclusive employer.
Accommodation is available upon request under the Ontario Human Rights Code.