Administrative Assistant, Complaints and Practice Investigations

Full-time, permanent

Position summary

Reporting to the clinical manager and in accordance with College of Physicians and Surgeons of BC (CPSBC) policies and procedures, the administrative assistant is responsible for managing all new complaints received by the department. This position works closely with the complaint navigators and department leadership team to ensure all complaints are collated and accurately entered into the CPSBC’s database in preparation for triage and distribution to case administrators.

Duties and responsibilities

Duties include but are not limited to the following:

File management and administrative support

• open, collate and summarize new complaint matters received at CPSBC by mail, fax and email
• request additional information and conduct follow-up with complainants prior to opening a complaint file
• manage medical records requests and other general correspondence received by CPSBC
• liaise with internal staff in other departments and request information, such as PharmaNet profiles from drug programs or peer practice assessment material from quality assurance, if relevant
• liaise with internal staff in other departments, such as licensing, health monitoring and the Non-hospital Medical and Surgical Facilities Accreditation Program, if necessary
• manage a bring-forward system and send letters enclosed with relevant documents to physicians and/or their legal counsel accordingly
• respond to calls from licensees, legal counsel and members of the public about complaint matters
• communicate with external parties, including physicians, legal counsel, complainants, health authorities and outside agencies
• coordinate and schedule meetings, interviews and conference calls; review, photocopy and distribute related files and documents prior to meetings
• review and triage incoming correspondence to determine next steps, and decide which matters need to be escalated to management for immediate attention
• accurately track various matters for follow up and further action
• work independently and collaboratively with the manager, director, and other department staff
• draft and proofread all outgoing correspondence and other documents or reports
• provide confidential administrative support to the department leadership team and identify issues that require the attention of the deputy registrar or director
• sort, classify, and file records generated for integration into an electronic or paper-based filing system
• conduct an annual review and cull closed complaint files in preparation for long-term off-site storage
• assist with Annual Licence Renewal Form (ALRF) report generation and follow-up with licensees
• provide clerical support for the daily activities of the complaints department and other CPSBC departments as needed

Records Management

• sort, classify, and file records generated for integration into an electronic or paper-based filing system
• conduct an annual review and cull closed complaint files in preparation for long-term off-site storage
• assist with Annual Licence Renewal Form (ALRF) report generation and follow-up with licensees
• provide clerical support for the daily activities of the complaints department and other CPSBC departments as needed

Other

• assist with Annual Licence Renewal Form (ALRF) report generation and follow-up with licensees
• provide clerical support for the daily activities of the complaints department and other CPSBC departments as needed

Skills and qualifications

Required skills and qualifications include:

• successful completion of grade 12 supplemented by a two‐year office administration diploma or equivalent combination of education and experience
• background in health care or familiarity with medical language is preferred
• ability to record minutes of meetings, and in-person and telephone interviews
• working knowledge of Microsoft Outlook, Microsoft Excel, and Adobe Reader
• excellent editing and proofreading skills
• attention to detail and a high level of accuracy
• ability to organize and set work priorities
• ability to maintain a calm demeanor during busy or stressful times
• demonstrate sound judgment when dealing with sensitive and confidential information with the ability to identify when to escalate matters to the supervisor
• team oriented and ability to work collegially in a multidisciplinary environment
• excellent interpersonal and communication skills, both written and verbal including the ability to work with discretion in preparing and handling information of a confidential or sensitive nature
• ability to exercise tact and discretion when handling sensitive and/or confidential matters

The compensation range for this position is $50,574 to $63,217 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.

The College of Physicians and Surgeons of BC 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.