Complaints Department – Administrative Assistant (VANCOUVER)

By | June 14, 2019

The College of Dental Surgeons of BC (CDSBC) is the regulatory body for dentists, dental therapists, and certified dental assistants (CDAs) in BC. CDSBC’s mandate is to protect the public by ensuring dentists, dental therapists and CDAs are registered and qualified to practise, and that they are consistently providing safe and ethical care to their patients.

We are seeking a permanent full-time Administrative Assistant in the Complaints Department. The successful candidate will work under the direction of the Director of Professional Practice, and will primarily provide assistance to the Complaint Officers in the day-to-day management of complaint files and general administrative support to the department as a whole. The Complaints Department, in conjunction with the Inquiry and Discipline Committees, plays an integral role in CDSBC’s mandate as they receive, investigate and dispose of complaints from members of the public who have concerns about the conduct or competence of a dental professional registered with CDSBC.

Our working environment is welcoming, respectful, innovative and rewarding. We offer a competitive salary, an excellent benefits package, a professional development allowance, and encourage reasonable work-life balance.

CDSBC maintains a commitment to organizational excellence. We are trusted as an organization to act ethically, fairly and with integrity. We are communicative, transparent, objective, impartial and accountable.

Essential Duties

  • Receive, process, distribute and acknowledge incoming mail, email and records
  • Liaise with complainants and registrants to ensure all required information is included in new complaint files
  • Prepare weekly Complaints meeting materials including agenda, new complaints and existing files for review
  • Open new complaint files
  • Draft opening letters and enclosures to complainants, registrants and any other parties from whom reports and records are required
  • Manage bring forward system to track the receipt of required responses and prepare reminder and timeline letters as required
  • Digitize incoming patient records, analog radiographs and study models
  • Review all incoming records and follow up with registrants and complainants as necessary
  • Intake for Advertising and Promotional Activities and draft memo for IC panel
  • Finalize Inquiry Committee memos, closing letters and closing summaries as required for agenda and addendums
  • Provide administrative support to the Complaint Officers and Regulatory Compliance Officers
  • Assist with administrative tasks related to the appointment of Inquiry Committee Panels on individual complaint files
  • Close complaint files and diarize for bulk scanning
  • File Inquiry Committee Minutes
  • Index, copy and paginate investigation records for the Health Professions Review Board
  • Compile, copy and index investigation disclosure records for use in discipline hearings
  • Prepare Inquiry Committee training packages
  • Provide reception back-up as required
  • Other administrative duties as required

Qualifications and Skills

  • Minimum of 2 years of office experience
  • Excellent computer skills with proficiency in Microsoft Office
  • Ability to maintain tact, grace, and diplomacy in all situations
  • Ability to handle sensitive and confidential information with discretion
  • Strong written and verbal communication skills
  • Strong organization skills with the ability to multi-task and prioritize
  • Strong attention to detail
  • Strong clerical and administrative skills
  • Experience using a database or customer relations management system and electronic filing system is an asset
  • Previous work experience in a regulatory or not-for-profit environment would be an asset

If you are seeking a fast-paced, respectful and collaborative work place environment, we invite you to submit your cover letter and resume via email.

Applications will be accepted until the position is filled.

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.
The College of Dental Surgeons of BC (CDSBC) is the regulatory body for dentists, dental therapists, and certified dental assistants (CDAs) in BC. CDSBC’s mandate is to protect the public by ensuring that dentists, dental therapists and CDAs are registered and qualified to practise, and that they are consistently providing safe and ethical care to their patients.

We are seeking a dentist with current practice experience to join the Complaints Department four days per week on a contract basis as a Complaint Investigator. The Complaints Department, in conjunction with the Inquiry Committee, plays an integral role in CDSBC’s mandate as they receive and investigate complaints from members of the public who have concerns about the conduct or competence of a dental professional registered with CDSBC.

If you are interested in making a significant contribution to the professional regulation of dentistry and enjoy working as part of a collaborative team, this contract position may be for you.

Our working environment is welcoming, respectful, innovative and rewarding. We offer a competitive salary, an excellent benefits package, a professional development allowance, and encourage reasonable work-life balance.

CDSBC maintains a commitment to organizational excellence. We are trusted as an organization to act ethically, fairly and with integrity. We are communicative, transparent, objective, impartial and accountable.

Essential Duties

  • Handle enquiries and complaints about dentists and certified dental assistants concerning professional practice, professional conduct and impairment affecting ability to practise dentistry or to carry out delegated services.
  • Conduct investigations, resolve regulatory concerns and arrange mediation, remedial education programs, practice audits and inspections.
  • Conduct interviews with complainants and registrants who have received complaints.
  • Write reports for and attend internal Weekly Meetings to discuss complaint files.
  • Write reports for the Inquiry Committee and attend meetings regarding complaint files.
  • Attend as a witness or advisor at Discipline Hearings.

Qualifications and Skills

  • Current registration with CDSBC
  • At least 10 years of experience as a practising dentist
  • An interest in the regulation of dentistry
  • Proven ability to solve complex problems
  • A skilled writer who also communicates effectively orally
  • Ability to be objective, flexible and organized
  • Attention to detail and ability to follow established processes
  • Experience or interest in negotiation and conflict resolution
  • Current dental knowledge
  • Strong interpersonal skills
  • Creative and effective problem solver
  • Demonstrated ability to develop and maintain excellent working relationships and interact comfortably with others
  • Balanced and flexible individual who is able to deal with difficult people
  • Experienced investigator who is objective and empathetic
  • Possesses great attention to detail
  • A multi-tasker, able to handle a number of things at the same time, diplomatically
  • High energy level and the ability to work independently
  • Ability to withstand pressure and to cope with “organization type” work (e.g., a high degree of tolerance for change, many and varied relationships, alterations to workload schedule, performance in a “public” arena)

If you are seeking a fast-paced work environment that is welcoming, respectful, and collaborative, we invite you to submit your cover letter and resume via email.

Applications will be accepted until the position is filled.<

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