Job Description

Full-time, permanent

Position summary

Reporting to the director, complaints and practice investigations, and in accordance with College of Physicians and Surgeons of BC (CPSBC) policies and procedures, the conduct manager works in collaboration with the department leadership team to provide oversight of complaint files which focus on physician conduct. The conduct manager will be responsible for providing leadership and guidance to complaints case administrators and the department's decision writers.

Duties and responsibilities

Duties include but are not limited to the following:

Complaint management

review and analyze incoming professional conduct complaints and referrals from other CPSBC departments provide input during the intake and triage of new complaints create an investigative plan to assist the case administrators throughout the complaint process and update the plan as new information is received when responses and other documents have been received and files are ready for adjudication, oversee the completeness of the file and work with staff if additional information is required review registrant files for prior complaint matters, using critical thinking and analysis to establish any patterns of behaviour contact and, where appropriate, obtain pertinent information from potential non-physician complaint parties, including office staff, nurses, and patient family members. identify cases where interviews may be appropriate to clarify allegations or individuals experience during an interaction(s) with registrants and coordinate interviews with investigations team appropriately document complaint party contact and correspondence in complaint files attend and support deputy registrar and CPSBC staff during concluding interviews provide leadership and guidance to the case administrators as they investigate all types of complaints provide leadership and guidance to the decision writers, responsible for drafting conduct related registrar decisions work collaboratively with the department managers and other staff to ensure that complaint files are processed in an effective and efficient manner

Human resources management

management and supervision of direct reports including: complete probationary, semi-annual, and annual performance evaluations for staff undertake regular meetings with individual staff provide direction, support, training, mentoring and oversight to staff members as appropriate assign or delegate tasks as appropriate and monitor staff performance review personal and confidential matters with staff members as required promote teamwork and share appropriate information with staff in a timely manner

Department leadership

participate in quarterly risk register reviews provide input during annual business plan and budget development process provide educational sessions for staff, including presenting of materials and facilitation of discussion contribute to the departmental leadership team (i.e. participate in morning huddle, weekly meetings, strategic retreats, generate and review departmental metrics, monitor and propose enhancements to manage workflows, and participate in quality assurance and improvement activities) participate in monthly case administrator rounds with other managers

General

be available by phone to discuss or explain challenging situations with complainants, registrants, legal counsel, and other members of the public be available to other departments when complaint process information/input is required provide education and training to staff

attend meetings and provide support to the Inquiry Committee, as required

Skills and qualifications

three to five years of managerial experience, working with both internal and external parties and diverse teams bachelor's degree, preferably in a health-related discipline, management or business knowledge and understanding of CPSBC's practice standards and guidelines, the Health Professions Act, BC Family Law Act, BC Health Care (Consent) and Care Facility (Admission) Act and other legislation related to the adjudication of CPSBC complaint matters familiarity with medical terminology is an asset track record of working productively and harmoniously with a team of professionals where assisting parties in challenging circumstances is a frequent part of the job ability to manage effectively and provide leadership through virtual forums proven ability to mentor, motivate and develop staff facility with the Microsoft Office suite and some experience with database use excellent verbal, written and presentation communication skills demonstrated commitment to continuing professional development, including education and training

The compensation range for this position is $85,343 (minimum) to $128,015 (maximum) per year, and the midpoint of the range is $106,679 per year. The compensation range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.



The College of Physicians and Surgeons of British Columbia has been recognized as one of BC's top employers since 2011 and as a certified Living Wage Employer in BC since 2025. Our goal is to attract, develop and retain highly talented employees. We offer an excellent working environment including a hybrid work-from-home/in-office model, opportunities for personal and professional growth, and a comprehensive benefits package.



The College is committed to our ongoing journey to be a diverse, equitable and inclusive place to work. All interested applicants, regardless of age, family or marital status, physical or mental disability, race, colour, religion, place of origin, and ancestry, Indigenous identity, gender identity or expression, sex, sexual orientation political belief, socio-economic background, criminal conviction or any other characteristic protected by applicable law, are strongly encouraged to apply. Accommodations are available upon request for candidates taking part in the recruitment and selection process.

The College values the strength diversity brings to our workplace, so if you're excited about a career at the College but your past experience doesn't align perfectly with the current job postings or you are not ready to apply yet, we encourage you to create an employee profile in the careers portal and our HR team will be able to see your skills and proactively match you with other roles more closely aligned to your experience and skillset.



We thank all applicants for their interest; however, only those selected for interview will be contacted.



The College of Physicians and Surgeons of BC is located on the unceded and traditional territory of the Coast Salish peoples, including the territories of the h?n?q??min??m? speaking peoples?the x?m??k??y??m (Musqueam) and sel?il?witulh (Tsleil-Waututh) Nations, and the S?wx?wu7mesh-ulh Snichim speaking peoples?the S?wx?wu7mesh (Squamish) Nation.



We acknowledge the rights and title of BC First Nations whose territories span across the province. These territories recognize that laws, governance, and health systems tied to lands and waters have existed here since time immemorial.