Complaint Investigator

Complaint Investigator - 2 positions (1.0 FTE)

The College of Physicians and Surgeons of Manitoba

Position Summary:

Reporting to the Complaints and Investigation Department, the Complaint Investigator assists with resolving complaints received by CPSM in relation to registrants. This includes investigating relevant issues and preparing a report for consideration by the Investigation Committee in their reviews.

Duties & Responsibilities:

• Review of complaints made against registrants of CPSM, including:
• Assessing for jurisdictional issues.
• Assessing privacy issues (legal authority of the complainant to access patient personal health information).
• Identifying matters which require legal advice.
• Communication with complainants, registrants and others, as required, to address relevant issues.
• Assuring letters to registrants include specific issues of concern that are to be addressed.
• Assuring the letter to the complainant explains the process and/or limitations on the review
• Investigating the concerns raised, including:
  • Reviewing the complaint and response from the registrant.
  • Reviewing the follow up response from the complainant, where applicable.
  • Reviewing medical records to summarize the relevant care.
  • Interviewing registrants and complainants, where necessary, to ensure their perspective on relevant issues are addressed.
  • Gathering other information as necessary to address the relevant issues, including from third parties. This includes Interviewing 3rd parties, where appropriate.
  • Obtaining expert opinions where necessary, including formulating questions for their consideration.
• Working in collaboration with legal counsel to ensure all applicable legal or process issues are considered.
• Preparation of an Investigator’s Report detailing all relevant information for the Investigation Committee, including:
  • An overview of the circumstances and concerns raised.
  • A review of the medical record and other applicable documents.
  • An analysis of the issues raised including whether the care and/or conduct appear to meet the expected standard.
  • Any other information that may impact the Committee decision on the matter.
• Attendance at Investigation Committee meetings to provide information or clarification as requested by the Committee.

Qualifications:

Education & Experience:

• A Regulated Health Professional with a minimum of 8 years of clinical experience, equivalent education and experience may be considered.
• Experience reviewing and investigating complaints is an asset however Full training will be provided.
• Demonstrated experience reading and interpreting legislation, standards, and protocols.

Skills and Knowledge:

• Impeccable ethics and professionalism.
• Knowledge of the standards which govern the practice of medicine in Manitoba.
• Demonstrated ability to work collaboratively.
• Excellent organization, time management and planning skills, including the ability to work and problem solve independently within general guidelines and with multiple deadlines.
• Proficiency with computers, including digital document management and basic keyboarding and Office 365 skills for basic communications.
• Demonstrated report writing skills for a multi-disciplinary audience.
• Ability to deal with confidential information that may not be shared internally or externally.
• Professional communication and interpersonal skills to build and maintain rapport with stakeholders at all levels.
• Ability to adhere to applicable policies and procedures in the Complaints and Investigation Department.

Performance Standards:

• Impeccable ethics and professionalism.
• Completes work with accuracy and appropriate detail and within prescribed deadlines.
• Completes work in collaboration with other members of the multidisciplinary team.
• Treats complainants and registrants with respect.
• Maintains strict confidentiality.
• Ensures communications are clear and concise.
• Follows policies and guidelines.
• Seeks guidance from the Assistant Registrar where appropriate.

Please state your preference for full time equivalent between 0.5 -1.0. The College of Physicians and Surgeons of Manitoba offers a comprehensive compensation package.

The College of Physicians & Surgeons of Manitoba is strongly committed to equity and diversity within its community and especially welcomes applications from women, racialized persons/ persons of colour, Indigenous peoples, persons with disabilities, persons of all sexual orientations and genders, and others who may contribute to the further diversification of ideas.

All qualified candidates are encouraged to apply.

Accommodation is available upon request during the assessment and selection process.

This position is subject to a Criminal Record Check.