Director of Complaints & Regulatory Quality

Alberta-College-of-Pharmacy; Edmonton; Presencial; CAD 110 000 - 170 000; Tempo integral

Resumo da oferta

The Alberta College of Pharmacy (ACP) is seeking a Complaints Director to lead the complaints function for regulated members and licensed pharmacies under the Health Professions Act and Pharmacy and Drug Act. You will guide investigations, collaboration with legal counsel, and strategic policy development within ACP’s Professional Practice team.

You will oversee a multidisciplinary team, report to senior leadership, and address professional conduct and rehabilitation matters, with a focus on

Qualificações

• Bachelor of Science degree in Pharmacy or Doctor of Pharmacy (PharmD).
• Registered or eligible for registration with the Alberta College of Pharmacy.
• Seven to ten years' experience in pharmacy practice.
• Three to five years' experience in a supervisory role.
• Excellent knowledge and understanding of government policy and applicable legislation, regulations, bylaws, code of ethics, and standards of practice.
• Experience in monitoring and quality improvement of pharmacy practice, data analysis, and identification of measures and benchmarks will be considered an asset.

Responsabilidades

• Fulfill the responsibilities of the Complaints Director prescribed in the HPA and the PDA.
• Develop, implement, and maintain a continuous improvement process to ensure that the public and regulated members observe ACP's complaints resolution process as being responsive, transparent, objective, and successful.
• Provide direction and guidance to ACP's legal counsel on all matters that have been referred to a Hearing.
• Facilitate the correction of contributing factors and causes of complaints and recommend actions to prevent recurrence.
• Manage a system for receiving and resolving concerns about regulated member practice, the operation of licensed pharmacies, and other related pharmacy matters.
• Assist in the hiring and training of contracted investigators.
• Supervise and provide leadership to the Complaints Resolution Advisors and investigators appointed to conduct investigations.
• Report on complaints matters externally as part of ACP's annual report, and internally to ACP's Council, senior leadership, and other program leaders.
• Address the incapacity of regulated members through the provisions of the HPA and manage the return to practice of regulated members undergoing rehabilitation.
• Provide support and a complaints perspective to interested parties.
• Engage in provincial and national forums and programs that address prescription drug misuse.
• Liaise with external groups such as the Alberta Federation of Regulated Health Professions, other regulators, and other provincial pharmacy regulatory authorities to address issues of mutual interest.
• Support the provincial government during reviews and proposed updates to the complaints process.
• Work with community groups, elected officials, and law enforcement on matters related to the professional conduct of regulated members and the proper operation of licensed pharmacies.
• Assist in the interpretation of and compliance with the legislative framework that applies to pharmacy.
• Perform the external portion of the ACP Privacy Officer role, which involves working with the Office of the Information and Privacy Commissioner of Alberta (OIPC) on issues of public concern and complaints.
• Participate in student education as required.
• Provide customer service by responding to inquiries from the public and regulated members of ACP.
• Complement the Professional Practice team by contributing to the development of policies related to pharmacy practice and the operation of pharmacies.
• Provide leadership and guidance in the development, implementation, and evaluation of ACP policies and programs, ensuring that information gathered through complaints is considered and addressed.
• Other duties as required.

Conhecimentos

Analytical mindset

Detail oriented

Communication skills

Mediation skills

Leadership coaching

Formação académica

Pharmacy degree (PharmD/BSc)

Licence with Alberta College of Pharmacy

Descrição da oferta de emprego

The Alberta College of Pharmacy (ACP) is seeking a Complaints Director to lead the complaints function for regulated members and licensed pharmacies under the Health Professions Act and Pharmacy and Drug Act. You will guide investigations, collaboration with legal counsel, and strategic policy development within ACP’s Professional Practice team.

You will oversee a multidisciplinary team, report to senior leadership, and address professional conduct and rehabilitation matters, with a focus on