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About the Role

The Member Support Associate is a key resource for 16 Member Hospitals in the central region, supporting their use of MMC services. This role facilitates first-contact resolution for intake requests and manages lower-value collaborative sourcing and capital sourcing activities, acting as a liaison between MMC Sourcing Teams and hospital stakeholders.

Responsibilities

• Assist with first-contact resolution for member inquiries.
• Effectively funnel intake requests to the appropriate teams.
• Facilitate lower-value, lower-risk collaborative sourcing and capital sourcing activities (generally <$121K).
• Liaise between MMC Sourcing Teams and key stakeholders within hospitals.
• Lead and manage sourcing tasks typically handled by in-house Materials Management teams.
• Establish and uphold standard service levels across the membership.
• Enhance the MMC customer-centric experience by adapting support delivery by hospital.
• Establish a high standard of member support, remaining flexible and agile.
• Work under Member Support Specialists as back-end support.
• Liaise closely with internal stakeholders.
• Drive efficiency through first-contact resolution.
• Mitigate workflow disruption to other service streams.
• Standardize processes for gap coverage and growth capacity.
• Create intake tickets to log outreach for support.
• Monitor ticket resolution and follow-up to ensure timely support.
• Handle contract queries from customers (look-up, general inquiries).
• Provide system navigation assistance (e.g., MMC Portal, MitigAID, SubHub).
• Facilitate resolution of queries with other MMC service streams.
• Enter net-new project requests in the MMC intake tool.
• Obtain Member approvals and signatures, routing electronically.
• Enable completion of LOCs (Letters of Commitment).
• Receive hand-off from Sourcing for Purchase Order requisition support, as applicable.

Requirements

• Post-secondary degree or diploma.
• 1-2 years of experience in a purchasing/sourcing environment.
• Knowledge of suppliers and experience dealing with people at different professional levels.
• 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-oriented.
• 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.
• Familiarity with healthcare supply chain/procurement, especially managing competitive processes, contracts, and resources (preferred).
• Previous experience with Contract Lifecycle Management Software (preferred).
• Broader Public Sector and Ontario Public Service Procurement Directives RFx experience (preferred).
• Certified Supply Chain Management Professional (CSCMP), Certified Public Procurement Officer (CPPO) or Certified Public Procurement Buyer (CPPB) is an asset.
• 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.
• Must submit proof of full COVID-19 vaccination.

Skills

• Customer Service
• Interpersonal Skills
• Attention to Detail
• Accuracy
• Adaptability
• Organizational Skills
• Time Management
• Follow-up Abilities
• Results Orientation
• Motivation
• Supervision (works well without)
• Coordination
• Technical Proficiency
• System Navigation
• MS Office Suite
• Healthcare Supply Chain/Procurement
• Competitive Process Management
• Contract Management
• Resource Management
• Contract Lifecycle Management Software
• RFx Experience

Location

• Burlington, ON
• Toronto, ON
• Oakville, ON
• Thunder Bay, ON
• Kingston, ON
• Brantford, ON
• London, ON
• Chatham, ON
• GTA
• Up to 2 hours outside of GTA

Work Type

• Remote Work Options
• Travel

Experience Level

• 1-2 years of experience

Education Level

• Post secondary degree or diploma

Salary/Compensations

• $51,353 - $60,187

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 supporting hundreds of health care providers across Canada, 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.
• MMC has an emerging focus on sustainability and reconciliation with Indigenous Peoples, supporting the creation of a resilient value chain with environmental, social, and governance best practices.
• The organization has offices in Burlington, ON, 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).