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About the Role

The Member Support Specialist is the primary point of contact for member Hospitals utilizing MMC services, responsible for developing and maintaining customer satisfaction. This role represents the comprehensive MMC service offering, collaborates with service leaders to ensure issue resolution and performance expectations are met, and delivers first-contact resolution. It also serves as the point of escalation for hospital issues across all MMC service streams and facilitates sourcing activity by liaising between MMC Sourcing Teams and key hospital stakeholders.

Responsibilities

Develop and manage the business relationship between MMC and member Hospitals.
Serve as the primary point of contact with the Hospital for all MMC services.
Build and maintain productive relationships with Hospitals, internal MMC partners, and other stakeholders.
Establish and uphold standard service levels across the membership.
Become the point-of-entry for outreach regarding service delivery and operational support.
Expedite resolution and reduce hand-offs through first-contact resolution.
Serve as relationship managers, “fixers”, operational service stream experts, and trusted advisors.
Enhance the MMC customer-centric experience.
Establish a high standard of member support, remaining flexible and agile to respond to a spectrum of member needs.
Monitor customer satisfaction levels and develop effective processes to manage issues through to resolution.
Work effectively with all MMC service leaders to align on priorities and execution.
Drive efficiency through first-contact resolution, mitigating workflow disruption.
Track and measure issue resolution cycle time to establish SLAs and ensure consistency of client service experience.
Uphold accountability for resolution of client issues channeled to other functional MMC areas.
Identify opportunities for process standardization to support scalability and growth-capacity.
Receive, triage, investigate, and action any MMC service inquiry/issue received from member Hospitals.
Use internal ticket system to log each outreach and assign accountability.
Effect first-call resolution for inquiries relating to MMC services.
Manage internal ticket report and drive resolution accountability with MMC service leads for open tickets, escalating where resolution targets are breached.
Leverage internal ticketing systems to reduce hand-off if secondary tickets need to be created.
Understand and leverage MMC systems to gather information to support inquiries.
Facilitate sourcing activity and liaise between MMC Sourcing Teams and key stakeholders at assigned Hospital accounts.
Lead and manage required sourcing tasks.
Engage and advise Hospitals of upcoming Sourcing Initiatives.
Provide financial analysis by category/by site to ensure engagement of proper stakeholders within the hospital.
Obtain Member approval to confirm participation.
Liaise with MMC Bid Administrator on behalf of Member during Initiative Planning.
Obtain Hospital names to Participate in Strategic and Clinical Working Groups.
Enable completion of Sourcing Initiative Commitment Agreement (SICA).
Answer Member questions on scoring method options.
Assist Member with questions relating to RFP scoring / access to Bonfire.
Draft member-specific documentation from Sourcing Briefing note and obtain Member approvals and signatures.
Enable completion of LOCs (Letters of Commitment).
Assess new item requests against contracts, upon intake.
Support and guide Hospital customers on purchase order requisition for Capital, Services, as needed.
Facilitate customization required for a specific hospital, working with the business to effect long-term standardization.

Requirements

Post Secondary Degree in a related discipline.
4 – 6 years in Sourcing and/or relevant customer service experience, preferably in a healthcare environment.
Demonstrated knowledge of the healthcare system required.
Public sector procurement experience is an asset.
Understanding of end-to-end supply chain services an asset.
Experience working in a matrixed organization, a shared service or outsourcer an asset.
Proven relationship building skills with the ability to relate to and communicate with all levels of management, member staff, colleagues, and suppliers.
Familiarity with healthcare supply chain/procurement, especially managing a competitive process, contracts, and resources.
Strong customer service skills; customer centric “mindset” for ensuring an enhanced customer experience.
Team player, strong communicator, diplomatic and resourceful.
Strong organizational skills and a demonstrated ability to manage multiple competing demands.
Sound business judgement, decision-making, and ability to initiate action in a complex and demanding work environment.
Proven ability to read and understand contract Terms and Conditions, PO Terms and Conditions.
Familiarity with online RFx software (i.e., Euna / Biddingo) an asset.
Tech savvy with ability to learn and navigate multiple concurrent systems.
MS Office, business - advanced knowledge.
Ability to travel to Mohawk Medbuy offices if required.
Must have the ability to travel to Mohawk Medbuy offices and to Hospital locations across the GTA and up to 2 hours outside of GTA.
As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources.

Skills

Customer Service
Relationship Building
Communication
Organizational Skills
Business Judgement
Decision-Making
Initiative
Contract Management
Procurement
Supply Chain Management
SAP
Planview
Ariba
HEAT
Allscripts
MMC Portal
MitigAID
SubHub
MS Office

Location

Burlington, ON
Toronto, ON
Oakville, ON
Thunder Bay, ON
Kingston, ON
Brantford, ON
London, ON
Chatham, ON
GTA

Work Type

Hybrid
Remote

Experience Level

4-6 years

Education Level

Post Secondary Degree

Salary/Compensations

$82,921 - $91,206

Benefits

Healthcare of Ontario Pension Plan (HOOPP)
Comprehensive benefits package
Flexible remote work options

About the Company

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.

Equal Opportunity

Mohawk Medbuy is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA).