Member Services - Member Support Associate

Mohawk Medbuy Corporation (MMC)•Toronto, ON

16h•CA$51,353 - CA$60,187•Hybrid

About The Position

Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of healthcare providers across Canada, as well as child welfare agencies and other public sector organizations. MMC provides value-driven contracting and procurement solutions for medical/surgical supplies, pharmaceutical products, local sourcing, capital (equipment, FF&E and redevelopment) and nutrition solutions. Other services include data analytics, in-hospital logistics, warehousing, technology, procure-to-pay and accounts payable. With an emerging focus on sustainability and reconciliation with Indigenous Peoples, MMC is actively supporting the creation of a resilient value chain that incorporates environmental, social and governance best practices. Based in Burlington, ON, the organization also has offices in Toronto, Oakville, Thunder Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville. We are currently recruiting for a Member Support Associate to support our Central West Region Member Services team. The Member Support Associate is a key resource for the 16 Member Hospitals in the central region who leverage a wide range of MMC services. This role assists with first-contact resolution whenever possible and funnels intake requests effectively, so the right work goes to the right place, with the right team. In addition, this role is responsible for facilitating lower-value lower-risk profile (generally <$121K) collaborative sourcing / capital sourcing activity and liaising between MMC Sourcing Teams and key stakeholders within Hospital. The role leads and manages the required sourcing tasks that would otherwise be completed by in-house Materials Management (MM) teams in hospitals who maintain their own MM teams. These activities are necessary to ensure an effective sourcing event and positive experience by Member Hospitals.

Requirements

Post secondary degree or diploma
1 – 2 years of experience in a purchasing/sourcing environment
Knowledge of suppliers and dealing with people in differing levels of profession/position.
Excellent interpersonal skills with a high concentration on Customer Service.
Attention to detail and high level of accuracy.
Adaptability with a desire to learn.
Proven organizational and time management skills.
Demonstrated follow-up abilities.
Results orientated.
Self-starter, highly motivated, works well without constant supervision.
Demonstrated ability to organize, control and coordinate various activities in a fast-paced, ever-changing environment.
Knowledge/experience in materials provisioning and understanding of business and legal issues.
Strong technical proficiency with the ability to learn and navigate multiple concurrent systems (HEAT, Allscripts, SAP, Ariba, MMC Portal).
Demonstrable knowledge of MS Office suite

Nice To Haves

Familiarity with healthcare supply chain/procurement, especially managing a competitive process, contracts, and resources.
Previous experience with Contract Lifecycle Management Software
Broader Public Sector and Ontario Public Service Procurement Directives RFx experience
Certified Supply Chain Management Professional (CSCMP), Certified Public Procurement Officer (CPPO) or Certified Public Procurement Buyer (CPPB) an asset.

Responsibilities

Establish and uphold standard service levels across the membership
Enhance the MMC customer-centric experience, adapting support delivery by Hospital
Establish a high standard of member support, remaining flexible and agile to respond to a spectrum of member needs
Work under a team of Member Support Specialists as a back-end support
Liaise closely with internal stakeholders
Drive efficiency through first-contact resolution, mitigating workflow disruption to other service streams
Be scalable, standardizing where practical for gap-coverage and growth-capacity
Create intake ticket to log outreach for support from Hospitals and MMC
Monitor ticket resolution and follow-up to ensure timely support to Members as needed
Contract queries from customers (look-up, general-inquiries)
System navigation assistance / look-up (e.g. MMC Portal, MitigAID, SubHub)
Facilitate resolution of queries with other MMC service streams as needed
Entering net-new project requests in MMC intake tool
Obtain Member approvals and signatures, routing electronically
Enable completion of LOCs (Letters of Commitment)
Receive hand-off from Sourcing if Purchase order requisition support is required, as applicable
Other support as required