Complaints Director

Reporting to the Deputy Registrar, the Complaints Director is responsible for receiving, addressing, and resolving complaints about regulated members, the operation of licensed pharmacies, and other matters under the Health Professions Act (HPA) and the Pharmacy and Drug Act (PDA). The Complaints Director engages with a diverse group of external parties regarding the complaints process. They also collaborate with the Professional Practice team to develop policies related to pharmacy practice and pharmacy operations.

Key responsibilities

• 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 received 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 related to regulation and complaints.
  • 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.

About you

• You’re analytical, systematic, and thorough in your approach to solving complex issues.
• You have exceptional attention to detail, are efficient, and are comfortable meeting tight timelines when needed.
• You have a strong sense of altruism, are driven to uphold professional standards and guidelines, and have an interest in quality assurance programs.
• You have excellent communication and mediation skills.
• You're skilled at balancing compassion and professionalism and can effectively operate within the boundaries of a regulator.
• You’re able to make independent decisions and provide informed recommendations on complex issues.
• You take ownership of your work and take pride in meeting standards for quality, service, and professionalism.
• You’re flexible in responding to time-sensitive matters outside of regular work hours when needed.
• You’re a skilled coach and mentor who knows how to motivate team members to reach their full potential.
  

Qualifications

• 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.

An equivalent combination of education and experience will be considered.

About us

As the regulatory body for pharmacy practice in our province, the Alberta College of Pharmacy (ACP) is responsible for ensuring that pharmacy professionals and pharmacies are prepared to provide safe, quality care to their patients. Alberta’s pharmacists have one of the broadest scopes of practice in the world, so it’s a big responsibility. That means we need a great team to help us!

For ACP to continue to be a global leader in the advancement of pharmacy practice, we need collaborative, thoughtful, respectful, and encouraging team members who are committed to delivering quality work. Those tenets are the basis of our team charter, which was drafted by our own team members.

How to apply

Along with your resume, please submit a cover letter outlining why you’re interested in the opportunity and how your work experience has prepared you to succeed in the role. Cover letters can be addressed to Jeff Whissell, Deputy Registrar. Submissions without a cover letter will not be considered. We thank all applicants for their interest in working at ACP; however, only those selected for a phone screen will be contacted.

Closing Date: Monday, November 9 at 4:30 pm ABT (Alberta Time)