Member Services - Member Support Associate

Member Support Associate 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 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. Learn more:

We are currently recruiting for a Member Support Associate to support our Central Region team.

Position Overview

The Member Support Associate is a key resource for the 14 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 <$139k) collaborative sourcing / capital souring 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.

• 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

• Within the Hospital:
• Within MMC:

Key Responsibilities

General Query Support:

• 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

Sourcing Facilitation:

• 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

Qualifications and Skills

Education, Training, and Experience

Mandatory:

• 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

Preferred:

• 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.

Travel

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

• Ability to travel to Mohawk Medbuy offices if required.
• Ability to travel to Hospital locations across the GTA and up to 2 hours outside of GTA.

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 $51,353 -$60,187 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).