Position summary
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 and responsibilities
Duties include but are not limited to the following:

File management and administrative support

open, collate and summarize recent 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 PharmaNet 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

Records Management

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

Other

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

Skills and qualifications
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 elevate 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

Compensation and benefits
The compensation range for this position is $50,574 to $63,217 per year. The College of Physicians and Surgeons of British Columbia (CPSBC) 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.

EEO statement
CPSBC 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.

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📌 Administrative Assistant, Complaints and Practice Investigations (British Columbia)
🏢 College of Physicians and Surgeons of BC
📍 British Columbia