Member Engagement - Member Relations Specialist

Member Relations Specialist

Mohawk Medbuy Corporation (MMC) is a national, not-for-profit, shared services organization that supports hundreds of health care 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 support, warehousing/logistics, 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 economic best practices. Based in Burlington, ON, the organization also has offices in Toronto, Thunder Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville. We are currently recruiting for a full-time Member Relations Specialist to support our Member Engagement team to support a portfolio of Members.

Position Overview

Reporting to the Director, Acquisitions & Customer Onboarding, the Member Relations Specialist focuses on cultivating positive interactions and lasting relationships with the MMC Specialists. They strive to enhance overall member satisfaction and loyalty. The Member Relations Specialists works with Account Directors, Director Acquisitions & Customer Onboarding, and operational directors to provide member-centric service.

Key Responsibilities

• Support members in the adoption of new MMC systems, tools, processes, and services.
• Receive, resolve, and monitor members' issues promptly, ensuring their resolutions are satisfactory. Calls will be received and monitored using MMC Service Now, through emails, or through the MMC Portal.
• Communicate effectively with members and Account Directors to gather feedback and understand member needs.
• Use member feedback including member surveys to help identify improvements that will better suit our members' needs.
• Maintain standard training and promotional materials and support VPs, Directors and Account Directors in preparation and delivery of promotional or training presentations to members.

Qualifications and Skills

• Post secondary degree in relevant field (business, engineering, management, systems)
• Four (4) to six (6) years' experience in a supply chain environment
• 2 years' experience in customer or member relations management
• Demonstrated ability to organize, control and coordinate various activities in a fast-paced, ever-changing environment.
• Knowledge/experience in supply chain management, preferably in a health care setting and understanding of business and legal issues.
• Excellent communication skills with strong analytical abilities and mathematical aptitude.
• Demonstrated experience in customer or member relationship.
• Developing/conducting presentations and preparing marketing material – advanced knowledge.
• Project Management experience preferred.
• Conflict resolution training.
• Business Writing
• MS Office, business – advanced knowledge, including but not limited to MS Word, Excel and PowerPoint.
• Experience with Business Central or other ERP system preferred

Personal Attributes:

• Ability to lead multi-discipline project teams.
• Ability to interact with all levels of internal staff, hospital staff, clinicians, external stakeholders and suppliers.
• Team player, sense of urgency, strong communicator, resourceful, time management, integrity.
• Customer-centric focus to ensure an enhanced customer experience.
• Demonstrated proficient communication skills, both written and oral
• Demonstrated organization/time management skills.
• Ability to lead and champion multiple initiatives concurrently.
• Ability to effectively manage multiple stakeholders at one time (e.g., in a meeting situation), recognizing their position as subject matter experts; demonstrated proactivity and follow-up skills.
• Demonstrated commitment to continuous improvement.
• Excellent process/project management skills
• Excellent communication and presentation skills combined with analytical abilities.
• Demonstrated experience in supplier relationship management.
• Demonstrates patience, tenacity and resiliency in dealing with situations.

Preferred:

• Broader Public Sector (BPS) and Ontario Public Service Procurement Directives experience

• Hospital operational experience

• Healthcare procurement experience

• Bilingual in English and French

• Certified Supply Chain Management Professional (CSCMP) certification completed or in progress.

Travel

• Ability to travel to Member Sites within area of assignment if required (East-North Ontario, Central Ontario or Western Ontario).
• Ability to travel to Mohawk Medbuy offices if required.

As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

MMC is a Healthcare of Ontario Pension Plan (HOOPP) employer offering a comprehensive benefits package and flexible remote work options. The targeted hiring range of this role is $71,757 - $82,777 dependent on experience. This job posting is for an existing vacancy.

Qualified candidates with a desire to join our innovative team are invited to submit their application in Dayforce. Mohawk Medbuy does not use artificial intelligence to screen, assess or select applicants.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. If contacted for an interview, please inform us should any accommodation be required. Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).