Administrative Assistant, Complaints

BCCOHP is seeking a permanent, full-time Administrative Assistant, Complaints to join our Complaints team. This position will report to the Manager, Intake & Inquiry. 

The successful candidate will be responsible for providing assistance to the Complaints Department and the Regulatory Compliance Officers in the day-to-day management of complaint files and general administrative support to the department as a whole.

This position is an in-office position, however, if the successful candidate has a personal computer and a designated home office space, there is flexibility for a hybrid work arrangement. 

• 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.
• Draft timeline letters to complainants, registrants and HPRB.
• 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 mail and records and follow up with registrants and complainants as necessary.
• Provide administrative support to the Manager, Intake & Inquiry; Complaint Officers; and Regulatory Compliance Officers.
• Close complaint files and diarize for bulk scanning.
• Return physical records as required.
• Other administrative duties as required.

• 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.