Complaints & Resolutions Officer - 9 Month Contract

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

9h•CA$67,600 - CA$84,500•Hybrid

About The Position

The Complaints and Resolutions Officer receives and manages all incoming Complaints from the time the criteria for a filed Complaint are met to when the Complaint is disposed of via Early Complaints Resolution, or via investigation reported to the Inquiries Complaints and Reports Committee (“ICRC”). The Complaints and Resolutions Officer identifies appropriate cases for Early Complaints Resolutions and implements resolutions on eligible Complaint files. The Complaints and Resolutions Officer conducts Complaints investigations in a legal, unbiased and impartial manner that is procedurally fair to all the parties by adhering to investigation requirements and best practices, and principles of procedural fairness. The Complaints and Resolutions Officer attends ICRC meetings and Health Professions Appeal and Review Board (“HPARB”) reviews to answer questions regarding the case file.

Requirements

Exceptional time management, case management and organization skills
Demonstrated working knowledge of the laws, regulations, and Standards of Practice governing Pharmacists, pharmacy technicians and pharmacies
Strong analytical and problem-solving skills
Tact and diplomacy; ability to deal effectively with stakeholders over the telephone and in person and defuse difficult situations as required
Judgement and discretion; ability to maintain the confidentiality of sensitive file material and information.
Excellent written, verbal and interpersonal skills with an ability to work in team settings
A focus on customer service with all stakeholders
Ability to solve problems independently and a willingness to tackle new challenges and upgrade skills when required
Computer proficiency with Microsoft Office, Adobe Acrobat Pro and relational databases
Experience in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment
Ability to work independently with a commitment to teamwork
Exercise judgment and uses discretion with highly confidential materials

Nice To Haves

Diploma in a related field such as administration or equivalent.
Pharmacy degree or pharmacy technician diploma is an asset.
2-3 years of related experience in a regulatory / investigative environment is an asset

Responsibilities

Conduct introductory calls with complainants to clarify the issues, obtain additional information and inform them of the complaints process.
Identify cases that may be appropriate for Early Complaints Resolution and implement resolution in eligible matters.
Conduct Complaints investigations in a neutral and objective manner by gathering and analyzing information and documents obtained from various sources.
Develop, document, and implement an investigation plan to meet designated timelines for each matter to be investigated.
Prepare, compile, finalize and review related written correspondence and files such as Record of Investigation for ICRC meetings.
Attend, and when required, participate in pertinent meetings such as ICRC meetings or HPARB reviews.
Review draft ICRC decisions and reasons as requested and provide comments to Decisions Lead.
Provide regular statistical reports to Manager, Investigations and flag files which will result in delays or that may require prosecutorial assessments or other expert opinions.
Continuously monitor workload and move cases to ensure cases meet targets.
Continually examine work processes and explore opportunities for efficiencies through technology, elimination or altering of processes/practices and make recommendations to Manager, Investigations.
Collaborate across teams and divisions to complete departmental, divisional and organizational work.
Participate in departmental, divisional and organizational initiatives.