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About the Role

The Royal College of Dental Surgeons of Ontario (RCDSO) is seeking a Complaints Associate for the Professional Conduct and Regulatory Affairs (PCRA) department. This role involves investigating complaints against dentists, managing case files efficiently, and communicating with various parties to ensure impartial investigations. The PCRA department plays a crucial role in upholding public interest by regulating dental professionals.

Responsibilities

Investigate complaints made against dentists from the public
Communicate by telephone and in writing with complainants, patients, dentists, and other witnesses as necessary
Identify the issues and relevant steps requiring investigation and investigation plans
Interview parties and/or witnesses when necessary
Identify for the Manager of Intake, complaints that may require a broader investigation based on changes in complexity or risk
Prepare materials for review by the ICR Committee, within a specified timeline
Maintain case files in an organized, accurate and complete manner that is consistent with legislated requirements
Manage and track case files using the College’s electronic case management and document management systems
Participate in regular team and complaint associate meetings
Contribute to continuous quality improvement initiatives
Represent the College with external stakeholders, including the Health Professions Appeal and Review Board (HPARB) as required
Other duties as assigned

Requirements

Completion of a university degree in a related field or equivalent work experience
Experience and training with various investigative techniques and processes
Ability to demonstrate objectivity, neutrality and maintain confidentiality
Excellent interpersonal, written, and oral communication skills, including ability to conduct interviews effectively
Strong analytical and problem-solving skills, and demonstrate sound judgement with discretion, sensitivity, and tact
Superior organizational, time management and planning skills with proven ability to manage and deliver multiple and competing priorities
Ability to thrive in a fast-paced environment by using excellent case management skills to achieve results within expected timelines
Self-starter with the ability to work both independently and collaboratively in a dynamic team environment
Proficiency in Microsoft Office and knowledge of Adobe Acrobat, electronic case management systems and SharePoint
Strong attention to detail and accuracy, and demonstrated ability to synthesize large volumes of information and documentation and ask key questions

Skills

Investigative techniques and processes
Objectivity
Neutrality
Confidentiality
Interpersonal communication
Written communication
Oral communication
Interviewing
Analytical skills
Problem-solving skills
Judgement
Discretion
Sensitivity
Tact
Organizational skills
Time management
Planning skills
Case management skills
Microsoft Office proficiency
Adobe Acrobat knowledge
Electronic case management systems knowledge
SharePoint knowledge
Attention to detail
Accuracy
Information synthesis
Key question asking

Location

Remote
Ontario

Work Type

Hybrid
Contract

Experience Level

Commensurate with experience

Education Level

University degree in a related field or equivalent work experience

Salary/Compensations

$91,184.94 to $102,583.06

Benefits

Paid vacation, well and sick days
Job and/or career-related learning and development opportunities
Half-day Fridays between July 1st and September 1st
Half-day workday before statutory holidays
Onsite gym
Corporate discount to GoodLife Fitness
Wellness-related webinars
Opportunities to connect with colleagues through virtual and in-person social events

About the Company

The Royal College of Dental Surgeons of Ontario (RCDSO) is a leader in health care regulation.
As the governing body for more than 12,000 dentists in Ontario, our mission is to act in the public interest by putting patients first.
We are committed to transparency, accessibility, openness, and fairness in all our work.
Our inclusive, flexible and collaborative workplace helps us build better regulation that puts the public first.

Equal Opportunity

Accommodation is available upon request under the Ontario Human Rights Code.