Investigator, Complaints and Practice Investigations

Full-time, permanent

Position summary

Reporting to the manager, practice investigations, the investigator works collaboratively with case administrators and department managers on the investigation of both clinical and conduct complaint matters triaged to the registrar and/or Investigation Committee under the Health Professions and Occupations Act (HPOA).

Duties and responsibilities

Duties include but are not limited to the following:

• for matters triaged to the Investigation Committee, create an investigative plan to assist the case administrators throughout the complaint process and update the plan as new information is received
• review responses and other documents that have been received during an investigation and provide direction to case administrators on the next steps in the process
• ensure that investigation files are complete and organized prior to being assigned to a decision writer or medical reviewer for a disposition
• review licensee files for prior complaint matters, using critical thinking and analysis to establish any patterns of behaviour
• contact and, where appropriate, obtain pertinent information from potential non-licensee complaint parties, including office staff, nurses, and patient family members
• identify cases where interviews may be appropriate to clarify allegations or better understand an individual’s experience during an interaction(s) with a licensee
  • depending on the nature of the allegation, conduct the interview or coordinate the interview with investigations team
• appropriately document complaint party contact and correspondence in complaint files
• provide support and respond to inquiries from decision writers and medical reviewers, responsible for drafting reports of the registrar or final investigation reports
• work collaboratively with the department managers and other staff to ensure that complaint files are processed in an effective and efficient manner
• depending on the allegations, draft the final investigation reports in advance of the Investigation Committee’s review and adjudication of the matter
• draft correspondence, submissions, memorandums and other documents in accordance with College of Physicians and Surgeons of BC (CPSBC) procedures and standard investigative procedures
• assist with the development and implementation of policies, procedures and work standards to achieve and enhance consistency/efficiency
• schedule and facilitate case conferences for files where legal or department leadership input is needed
• perform such other duties, functions, and responsibilities as assigned by the manager, practice investigations, director or deputy registrar

Skills and qualifications

Required skills and qualifications include:

• five years of work experience in an investigative capacity within a legal environment, preferably in a self-regulatory or an administrative law environment
• knowledge and understanding of CPSBC’s practice standards and professional guidelines, the Health Professions and Occupations Act, BC Family Law Act, BC Health Care (Consent) and Care Facility (Admission) Act and other legislation related to the adjudication of CPSBC complaint matters
• education and experience in trauma-informed interviews and investigations
• experience with decision writing and familiarity with legal and medical terminology
• working knowledge of administrative law principles and procedural fairness
• excellent verbal and written communication skills
• facility with the Microsoft Office suite and some experience with database use
• critical thinking, analytical and problem-solving abilities
• ability to take direction, and work both independently and as a team member
• professional demeanour while communicating with internal and external parties
• demonstrated high level of initiative
• ability to demonstrate strong work ethic and initiative in a team environment
• ability to exercise good judgment in recognizing scope of authority and protecting confidential information

The compensation range for this position is $72,827 to $91,034 per year.

The College of Physicians and Surgeons of British Columbia (CPSBC) has been recognized as one of BC's top employers since 2011 and as a certified Living Wage Employer in BC since 2025. Our goal is to attract, develop and retain highly talented employees. We offer an excellent working environment including a hybrid work-from-home/in-office model, opportunities for personal and professional growth, and a comprehensive benefits package.

CPSBC is committed to our ongoing journey to be a diverse, equitable and inclusive place to work. All interested applicants, regardless of age, family or marital status, physical or mental disability, race, colour, religion, place of origin, and ancestry, Indigenous identity, gender identity or expression, sex, sexual orientation political belief, socio-economic background, criminal conviction or any other characteristic protected by applicable law, are strongly encouraged to apply. Accommodations are available upon request for candidates taking part in the recruitment and selection process.

CPSBC values the strength diversity brings to our workplace, so if you’re excited about a career at CPSBC but your past experience doesn’t align perfectly with the current job postings or you are not ready to apply yet, we encourage you to create an employee profile in the careers portal and our HR team will be able to see your skills and proactively match you with other roles more closely aligned to your experience and skillset.

We thank all applicants for their interest; however, only those selected for interview will be contacted.

CPSBC is located on the unceded and traditional territory of the Coast Salish peoples, including the territories of the hən̓q̓əmin̓əm̓ speaking peoples―the xʷməθkʷəy̓əm (Musqueam) and sel̓íl̓witulh (Tsleil-Waututh) Nations, and the Sḵwx̱wú7mesh-ulh Sníchim speaking peoples―the Sḵwx̱wú7mesh (Squamish) Nation.

We acknowledge the rights and title of BC First Nations whose territories span across the province. These territories recognize that laws, governance, and health systems tied to lands and waters have existed here since time immemorial.