Advisor, Intake and Resolution

COLLEGE OF PHYSICIANS & SURGEONS OF ALBERTA•Edmonton, AB

2h•Hybrid

About The Position

The Advisor, Intake and Resolution works as the first point of contact for complainants and is responsible for reviewing a complaint to determine eligibility, explaining the complaint process to parties involved, and then summarizing and categorizing the complaint in accordance with procedures.

Requirements

Business diploma or equivalent
5 years of related experience in the healthcare industry is a key asset (Health Care Aids; LPNs; Crisis Support Line workers; Contact Tracers; Social Workers), however, candidates from all industries will be considered.

Nice To Haves

Excellent communication skills with experience writing concise reports
Strong conflict management, organization, prioritization, and time management skills
Demonstrated complex critical thinking and problem-solving skills
Exceptional consultation, mediation and analytical skills.

Responsibilities

Managing the intake and resolution process for complaints received:
Review complaint submissions and all documentation relating to the complaint to make a recommendation for resolution
Correspond with complainants relating to the process and ensuring information required is received
Summarize and triage complaint submissions, escalating high risk files where appropriate
Engage with internal and external partners throughout the process and negotiate agreement to resolution; or where resolution is not found to progress the file
Administration and preparation of documents related to the complaints process to ensure accuracy and data integrity in alignment with CPSA and legislative standards
Maintain and report on program KPIs, and escalate standards not being met to the Program Manager
Prepare and participate in presentations, and develop and update team and department procedures
In support of continuous quality improvement, look for and suggest opportunities of improvement to the program and process
Other duties as required.