Ethree Consulting is actively recruiting for the permanent, full-time position of Professional Conduct Navigator, Complaints on behalf of our client, CPSNL.

About Us

The College of Physicians and Surgeons of Newfoundland and Labrador (CPSNL) is a Medical Regulatory Authority that serves and protects the public by regulating the practice of medicine in the province. Our vision is to ensure quality healthcare in Newfoundland and Labrador through the regulation of the medical profession in the public interest.

We are dedicated to maintaining excellence in physician licensing, professional conduct oversight, and quality assurance. Governed by a diverse council, CPSNL establishes ethical and professional standards while addressing public concerns about medical practice. By maintaining a transparent and accountable regulatory framework, the College promotes safe, competent, and ethical healthcare for the people of Newfoundland and Labrador.

Overview of the Role

The Professional Conduct Navigator, Complaints will play a critical role in guiding stakeholders through the complaints process at CPSNL. Reporting to the Associate Registrar & Corporate Counsel, this position serves as a knowledgeable and empathetic resource for complainants and physicians, ensuring they understand the College’s mandate, professional standards, and regulatory processes.

With a focus on clarity, professionalism, and impartiality, the Professional Conduct Navigator, Complaints will identify potential breaches of professional conduct, facilitating informal resolutions where appropriate, and providing ongoing support throughout investigations. Success in this role is characterized by excellent interpersonal skills, sound judgment, and a deep understanding of regulatory frameworks to effectively manage complex conversations and uphold the integrity of the complaints.

Your areas of responsibility will include, but are not limited to:

• Stakeholder Communication & Inquiry Management: Provide clear, empathetic guidance to complainants, physicians, and the public, addressing concerns professionally while maintaining neutrality.
• Regulatory Knowledge & Assessment: Interpret and apply the College’s standards, guidelines, and legislation to assess potential breaches of professional conduct.
• Complainant & Physician Support: Guide individuals through the complaint process, set expectations, document interactions, and ensure perspectives are accurately represented.
• Collaboration & Process Improvement: Work with the professional conduct team to enhance policies, support legal counsel during hearings, and contribute to continuous process improvements.

Ideal Candidate

• Bachelor’s degree in Social Work, Psychology, or a related field preferred.
• Background in conflict resolution and mediation, with a proven ability to effectively manage disputes and resolve issues in sensitive situations.
• Knowledge of medical ethics, regulatory guidelines, and professional standards; experience ensuring compliance and accurately assessing complaints is considered an asset.
• Strong verbal and written communication skills to engage with complainants, physicians, and stakeholders with clarity, empathy, and neutrality.
• Proven ability to handle sensitive issues, such as medical malpractice or misconduct, with discretion, professionalism, and the ability to maintain trust.
• Experience supporting vulnerable and diverse populations, including individuals affected by mental health challenges, trauma, and other sensitive concerns.
• Training in mental health first aid is considered an asset.

Why Join Us?

• Challenging and rewarding work.
• Competitive compensation.
• Vacation and leave entitlement.
• Health, Dental and Wellness benefits.
• CAAT DBplus Defined Benefit pension plan.

The College of Physicians and Surgeons of Newfoundland and Labrador is committed to building and maintaining a diverse workforce and an inclusive work environment. We are a proud equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic that makes us unique.

If you require reasonable accommodation to take part in the employment process, please let us know the nature of your request.

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

Position: Full-Time Permanent

To Apply: Please submit your cover letter and resume

Application Close Date: March 28, 2025