Administrative Assistant, Complaints and Practice Investigations

Posted Wednesday, July 22, 2026 at 10:00 AM

Full-time, permanent

Reporting to the clinical manager and in accordance with College of Physicians and Surgeons of BC (CPSBC) policies and procedures, the administrative assistant is responsible for managing all new complaints received by the department. This position works closely with the complaint navigators and department leadership team to ensure all complaints are collated and accurately entered into the CPSBC’s database in preparation for triage and distribution to case administrators.

Duties include but are not limited to the following:

• open, collate and summarize new complaint matters received at CPSBC by mail, fax and email
• request additional information and conduct follow-up with complainants prior to opening a complaint file
• manage medical records requests and other general correspondence received by CPSBC
• liaise with internal staff in other departments and request information, such as Pharma Net profiles from drug programs or peer practice assessment material from quality assurance, if relevant
• liaise with internal staff in other departments, such as licensing, health monitoring and the Non-hospital Medical and Surgical Facilities Accreditation Program, if necessary
• manage a bring-forward system and send letters enclosed with relevant documents to physicians and/or their legal counsel accordingly
• respond to calls from licensees, legal counsel and members of the public about complaint matters
• communicate with external parties, including physicians, legal counsel, complainants, health authorities and outside agencies
• coordinate and schedule meetings, interviews and conference calls; review, photocopy and distribute related files and documents prior to meetings
• review and triage incoming correspondence to determine next steps, and decide which matters need to be escalated to management for immediate attention
• accurately track various matters for follow up and further action
• work independently and collaboratively with the manager, director, and other department staff
• draft and proofread all outgoing correspondence and other documents or reports
• provide confidential administrative support to the department leadership team and identify issues that require the attention of the deputy registrar or director

• sort, classify, and file records generated for integration into an electronic or paper-based filing system
• conduct an annual review and cull closed complaint files in preparation for long-term off-site storage

• assist with Annual Licence Renewal Form (ALRF) report generation and follow-up with licensees
• provide clerical support for the daily activities of the complaints department and other CPSBC departments as needed

Required skills and qualifications include:

• successful completion of grade 12 supplemented by a two ‐ year office administration diploma or equivalent combination of education and experience
• background in health care or familiarity with medical language is preferred
• ability to record minutes of meetings, and in-person and telephone interviews
• working knowledge of Microsoft Outlook, Microsoft Excel, and Adobe Reader
• excellent editing and proofreading skills
• attention to detail and a high level of accuracy
• ability to organize and set work priorities
• ability to maintain a calm demeanor during busy or stressful times
• demonstrate sound judgment when dealing with sensitive and confidential information with the ability to identify when to escalate matters to the supervisor
• team oriented and ability to work collegially in a multidisciplinary environment
• excellent interpersonal and communication skills, both written and verbal including the ability to work with discretion in preparing and handling information of a confidential or sensitive nature
• ability to exercise tact and discretion when handling sensitive and/or confidential matters

The compensation range for this position is $50,574 to $63,217 per year.

The College of Physicians and Surgeons of British…