Applications & Renewals Representative

Ontario College Of Pharmacists Ordre des Pharmaciens de L Ontario•Toronto, ON

3d•CA$55,280 - CA$69,100•Hybrid

About The Position

The Applications & Renewals Representative is responsible for evaluating credentials and determining eligibility for licensure in accordance with College policies and regulations. The role involves careful review of qualifications and supporting documents; assessing eligibility and/or application deficiencies; determining and processing fees based on Board specifications; approving and issuing certificates of registration for various registration classes; and the overall support of applicants and registrants as it relates to pharmacy practice registration and licensure maintenance. Within this client-facing role, representatives are tasked with managing communications from the profession and public to address queries and provide guidance received through multiple platforms. Additionally, the role requires the ability to identify and execute process improvements and the initiative to support business operations. The representative is detail-oriented, analytical, and possesses strong written and verbal communication skills. The representative is adept at efficiently handling multiple competing tasks, changing priorities, and high volumes of tasks.

Requirements

College diploma in a related field such as business, administration, project management, or relevant work experience.

Nice To Haves

1-2 years of experience in a customer service-oriented or related role.
Experience in a regulatory environment is an asset.

Responsibilities

Analyze pharmacy professional credentials and qualifications to determine eligibility by interpreting and applying Ontario registration regulations and College policies.
Evaluate applicant eligibility, qualifications and credentials to ensure they meet the requirements for a certificate of registration (Student, Intern, Pharmacist, Pharmacy Technician and Pharmacist (Emergency Assignment) and Pharmacy Technician (Emergency Assignment)), including but not limited to, source verification of documents, determining currency of education, and review of practice history and professional standing.
Assess eligibility for re-instatement, re-registration, or reactivation of a file/license on a case-by-case basis of former registrants/applicants based on their prior and current registration information.
Conduct quality checks for completeness of the application, ensuring accuracy of the applicant’s data and that registration requirements are valid prior to issuance of the certificate of registration.
Evaluate incoming supporting documents to ensure compliance with the regulations and College processes.
Collect information and utilize discretion and critical thinking to manage complex registration matters and provide customized guidance, including providing clarification, assistance, and strategy to complete the application in the most efficient and cost-effective manner.
Screen registrant profile to identify conduct-related matters and alerts relating to pharmacy practice.
Participate in the College’s annual renewal process for all registrants by communicating fee status, payment status, consequences of non-payment, monitor payments and provide status report in preparation for suspension list generation/publication of registrant cancellation.
Apply policies, regulations, and procedures to compose clear and concise correspondence for applicants and registrants, articulating registration information and requirements in response to written inquiries and live calls.
Manage high volumes of inquiries from internal and external stakeholders while exercising effective communication, diplomacy, and the ability to address sensitive discussions and mitigate escalations, while complying with the OCP Privacy Policy.
Process international pharmacy graduate data received from Pharmacists’ Gateway Canada, parsing data files, data cleaning, and organizing information to ensure accurate migration of data into the College’s system.
Extract and summarize data from third-party stakeholders to update credentials (e.g., graduation lists, language proficiency results, police background checks, etc.), ensuring generation of accurate statistics and reports.
Collect and manage information used to support operational needs, regulatory responsibilities, and program and service outcomes.
Coordinate with Information Technology to ensure accurate uploading of Jurisprudence exams, Pharmacy Examining Board of Canada exams, and Pharmacists’ Gateway Canada results into the registration database.
Maintain data integrity within the database by ensuring accuracy, completeness, and validity of information, including managing requests to add or amend data (e.g., verification of document authenticity prior to upload; rectification of data errors; and updates to applicant/registrants’ personal and/or practice information).
Prepare applicant files for review and decision by a Panel of the Registration Committee. Follow up and monitor applicants to ensure outstanding documents and any other requirements directed by Panel are fulfilled prior to executing the Panel's decision (e.g.: issuing certificates, etc.).
Support the Entry Assessments team by communicating with applicants, Jurisprudence Administrator and test sites regarding accommodations, exam locations, time and date, exam results and general inquiries.
Review and approve applications for Practice Assessment of Competence at Entry (PACE) by reviewing the applicants’ eligibility (work authorization, currency of education) and ensuring assessor and practice sites meet criteria.
Ensure appropriate fees are calculated based on Board specifications, make fee adjustments as necessary, assess eligibility for refund requests for approval, and provide guidance for achieving the most cost-effective registration process (e.g.: proration of fees).
Coordinate with the Accounting Department to streamline payment processes, resolve payment issues, and facilitate cheque disbursement or other payment forms.
Compose customized registration letters and prepare, review and finalize OCP Letters of Standing and Licence Verification Forms for licensing authorities confirming registration status and professional conduct, utilizing discretion when disclosing information and adhering to the OCP Privacy Policy.
Offers guidance on service requests, including but not limited to, letters of standing, resignations, etc.
Manage requests for College documents from pharmacy professionals, ensuring accurate preparation and mailing of certificates of registration and other requested documents (e.g., annual stickers, replacement wall certificates, etc.).
Offer technical support and guidance to applicants and registrants regarding portal navigation, troubleshooting issues, and escalating user feedback to relevant departments.
Engage with individuals and working groups within the Registration Department to understand the current workflow, share individualized approaches, and propose relevant updates to existing user guides.
Support the College’s Board of Directors election process by reviewing and preparing information relating to applicants’ professional standing, licensure terms/conditions, and pharmacy practice details.
Enhance registration processes and uphold OCP strategic values by fostering interdepartmental collaboration with other College departments regarding applicant and registrant-related matters.
Work with other members of Applications & Renewals on assigned special projects and as a participant in 2 specific projects.
Monitor emerging trends and changes in business processes and College regulation updates, identify barriers, and explore opportunities for improvement in conjunction with the Applications & Renewals Lead.
Other duties as assigned by the Applications & Renewals Lead.