Intake Navigator

College of Physicians & Surgeons; Winnipeg; On-site; CAD 60,000 - 75,000; Full time

Job summary

The College of Physicians and Surgeons of Manitoba is seeking a full-time Intake Navigator to join the Complaints and Investigations Department. This role focuses on listening to concerns about registrants and guiding complainants through CPSM processes to resolution.

The successful candidate will bring five years of healthcare experience, excellent communication, and the ability to summarize clinical information.

Qualifications

• A regulated health professional eligible for registration with their respective College plus 5 years of experience in a healthcare setting dealing with patient complaints.
• Demonstrated ability to review clinical information and provide concise summaries.
• Excellent communication skills, particularly in dealing with the public.
• Training in cultural awareness and sensitivity.
• Knowledge of trauma-informed communications.
• Proficient keyboarding skills and experience with Office 365.
• Experience working in a professional organization dealing with confidential information.

Responsibilities

• Assisting complainants to clearly articulate their concerns in order for the Assistant Registrar or their delegate to triage and assign the complaint to an appropriate process.
• Identifying suitable resources external to CPSM when CPSM processes are not appropriate to address identified concerns.
• Reviewing the medical record, where applicable.
• Assisting the registrant in responding to the concerns and goals where required.
• Facilitating further communication between the complainant and the registrant, where appropriate, and attempting to resolve the concerns informally to the parties’ mutual satisfaction.
• Preparing a written report at the close of the informal resolution process.
• Working with the Assistant Registrar or delegate to improve processes and planning/implementation of new complaints processes/systems.

Skills

Communication skills

Patient complaints handling

Public engagement

Education

Health professional registration eligible

Tools

Office 365

Job description

Intake Navigator

1.0 EFT – Complaints and Investigations Department

The College of Physicians and Surgeons of Manitoba (CPSM) is the medical regulatory authority in Manitoba, serving the public interest by regulating the practice of medicine. Comprising approximately 60 staff, this unique not-for-profit organization carries out its mandate to protect the public through three core functions:

• Registration ensures everyone registered to practice medicine in Manitoba is competent to practice and meets the established registration requirements.
• Quality supervises the competency of practice and promotes safe care for Manitobans.
• Complaints and Investigations responds to concerns regarding the conduct or care and investigates complaints about CPSM registrants.

The Opportunity

The College of Physicians and Surgeons of Manitoba is looking for a full-time Intake Navigator to join the Complaints and Investigations Department. This is a key role in the Complaints and Investigations Department, ensuring that those who bring forward concerns about registrants are heard and provided with the resources to allow them to resolve their concerns as efficiently as possible. This is a new position with CPSM, and in order to help define and build this role, the ideal candidate will have significant experience dealing with patient complaints in the health system.

The Ideal Candidate

The ideal applicant will have a strong interest in working with the public within the health system and have knowledge of the medical profession. The applicant will have exceptional communication skills and the ability to integrate effectively into the existing structures of the Complaints and Investigations Department and CPSM.

Duties & Responsibilities

• Assisting complainants to clearly articulate their concerns in order for the Assistant Registrar or their delegate to triage and assign the complaint to an appropriate process;
• Specific duties include:
  • Assisting complainants to identify and/or confirm the concerns they wish to have addressed, providing information on CPSM processes, and educating complainants on possible resolution and outcomes for their concerns.
  • Identifying suitable resources external to CPSM when CPSM processes are not appropriate to address identified concerns.
  • Reviewing the medical record, where applicable.
  • Assisting the registrant in responding to the concerns and goals where required.
  • Facilitating further communication between the complainant and the registrant, where appropriate, and attempting to resolve the concerns informally to the parties’ mutual satisfaction.
  • Preparing a written report at the close of the informal resolution process.
  • Working with the Assistant Registrar or delegate to improve processes and planning/implementation of new complaints processes/systems.

Qualifications

Education & Experience

• A regulated health professional eligible for registration with their respective College plus 5 years of experience in a healthcare setting dealing with patient complaints. Note: An alternate combination of education and experience may be considered.
• Demonstrated ability to review clinical information and provide concise summaries.
• Excellent communication skills, particularly in dealing with the public.
• Training in cultural awareness and sensitivity.
• Knowledge of trauma-informed communications.
• Proficient keyboarding skills and experience with Office 365.
• Experience working in a professional organization dealing with confidential information.

Salary and Benefits

We offer a comprehensive benefits package. A salary range has been established. Individuals will be placed in a range commensurate with qualifications and experience.

This position is subject to a Criminal Record Check.

The College of Physicians and Surgeons of Manitoba is strongly committed to equity and diversity within its community and especially welcomes applications from women, racialized persons/persons of colour, Indigenous peoples, persons with disabilities, persons of all sexual orientations and genders, and others who may contribute to the further diversification of ideas. All qualified candidates are encouraged to apply.