The Advisor, Intake and Resolution works as the first point of contact for complainants and is responsible for reviewing a complaint to determine eligibility, explaining the complaint process to parties involved, and then summarizing and categorizing the complaint in accordance with procedures.

KEY RESPONSIBILITIES

• Managing the intake and resolution process for complaints received:
  • Review complaint submissions and all documentation relating to the complaint to make a recommendation for resolution
  • Correspond with complainants relating to the process and ensuring information required is received
  • Summarize and triage complaint submissions, escalating high risk files where appropriate
  • Engage with internal and external partners throughout the process and negotiate agreement to resolution; or where resolution is not found to progress the file
  • Administration and preparation of documents related to the complaints process to ensure accuracy and data integrity in alignment with CPSA and legislative standards
  • Maintain and report on program KPIs, and escalate standards not being met to the Program Manager
  • Prepare and participate in presentations, and develop and update team and department procedures
• In support of continuous quality improvement, look for and suggest opportunities of improvement to the program and process
• Other duties as required.

QUALIFICATIONS

• Required Minimum Qualifications:

  • Business diploma or equivalent
  • 5 years of related experience in the healthcare industry is a key asset (Health Care Aids; LPNs; Crisis Support Line workers; Contact Tracers; Social Workers), however, candidates from all industries will be considered.

• Preferred Qualifications and Experience:

  • Excellent communication skills with experience writing concise reports
  • Strong conflict management, organization, prioritization, and time management skills
  • Demonstrated complex critical thinking and problem-solving skills
  • Exceptional consultation, mediation and analytical skills.

SALARY
The annual salary for this position is $97,562 and includes a comprehensive benefits package and pension plan.

Along with your resume, please submit a cover letter outlining why you are the right candidate for this position by telling us how your relevant work experience has prepared you to undertake this role. A submission without a cover letter will not be considered.

During the 90-day probationary period, the successful candidate will be required to work from CPSA's downtown Edmonton office. At the conclusion of a successful probationary period, a hybrid work arrangement may be considered.

Please note that the successful candidate will be required to provide a Criminal Record Check satisfactory to CPSA.

We thank all candidates for their interest in CPSA. Only those selected to move forward in our selection process will be contacted.

By applying to this position, you are confirming you possess either a Canadian Citizenship, permanent resident, status, or valid work permit.

CPSA embraces diversity and equal opportunity. The more inclusive we are, the better we can do our work. All candidates are considered for employment regardless of age, race, ethnicity, religion or belief, sex, sexual orientation, gender identity or expression, national origin, veteran or disability status.

CPSA's work of regulating physicians and physician assistants takes place throughout Alberta. Our office is in Treaty 6 Territory, traditional lands of many First Nations including the Cree, Saulteaux, Blackfoot, Dene and Nakota Sioux. We are located within the Métis Homeland and acknowledge the Inuit who call this place home.