Complaints Associate (Contract)

Royal College of Dental Surgeons of Ontario • Toronto, ON

10d • CA$91,185 - CA$102,583 • Hybrid

About The Position

The Royal College of Dental Surgeons of Ontario (RCDSO) is seeking a Complaints Associate for its Professional Conduct and Regulatory Affairs (PCRA) department. This role involves investigating complaints against dentists, managing case files, and preparing materials for the Inquiries, Complaints and Reports (ICR) Committee. The PCRA department is responsible for responding to public inquiries, investigating dentist conduct, supporting committee decision-making, and enforcing committee decisions. The Track One team, where this role sits, focuses on complaints with limited requirements for records and interviews, typically involving easily identifiable concerns that can be investigated quickly. The Complaints Associate will manage case files efficiently, ensuring progress, communicating with patients and dentists, and obtaining necessary documentation for impartial investigations. The position requires strong administrative and communication skills, the ability to work in a fast-paced environment, and manage a high volume of cases under tight deadlines.

Requirements

• Completion of a university degree in a related field or equivalent work experience
• Experience and training with various investigative techniques and processes
• Ability to demonstrate objectivity, neutrality and maintain confidentiality
• Excellent interpersonal, written, and oral communication skills, including ability to conduct interviews effectively
• Strong analytical and problem-solving skills, and demonstrate sound judgement with discretion, sensitivity, and tact
• Superior organizational, time management and planning skills with proven ability to manage and deliver multiple and competing priorities
• Ability to thrive in a fast-paced environment by using excellent case management skills to achieve results within expected timelines
• Self-starter with the ability to work both independently and collaboratively in a dynamic team environment
• Proficiency in Microsoft Office and knowledge of Adobe Acrobat, electronic case management systems and SharePoint
• Strong attention to detail and accuracy, and demonstrated ability to synthesize large volumes of information and documentation and ask key questions

Nice To Haves

• Being a Regulated Health Professional, JD/LLB or equivalent is an asset
• Experience or training in trauma informed investigative techniques is an asset
• Knowledge of the Regulated Health Professions Act (RHPA), related legislation, and administrative tribunal procedures is an asset
• Experience in a legal environment 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

Responsibilities

• Investigate complaints made against dentists from the public
• Communicate by telephone and in writing with complainants, patients, dentists, and other witnesses as necessary
• Identify the issues and relevant steps requiring investigation and investigation plans
• Interview parties and/or witnesses when necessary
• Identify for the Manager of Intake, complaints that may require a broader investigation based on changes in complexity or risk
• Prepare materials for review by the ICR Committee, within a specified timeline
• Maintain case files in an organized, accurate and complete manner that is consistent with legislated requirements
• Manage and track case files using the College’s electronic case management and document management systems
• Participate in regular team and complaint associate meetings
• Contribute to continuous quality improvement initiatives
• Represent the College with external stakeholders, including the Health Professions Appeal and Review Board (HPARB) as required
• Other duties as assigned

Benefits

• Paid vacation, well and sick days (pro-rated for the duration of the contract)
• Job and/or 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree