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About the Role

The Member Support Associate is a key resource for 9 Member Hospitals in the Central West region, assisting with first-contact resolution and effectively funneling intake requests. This role also facilitates lower-value collaborative sourcing and capital sourcing activities, liaising between MMC Sourcing Teams and key hospital stakeholders.

Responsibilities

Assist with first-contact resolution for Member Hospitals.
Funnel intake requests effectively to the appropriate teams.
Facilitate lower-value, lower-risk collaborative sourcing and capital sourcing activities (generally <$139k).
Liaise between MMC Sourcing Teams and key stakeholders within hospitals.
Lead and manage required sourcing tasks for hospitals with their own Materials Management teams.
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.
Work under a team of Member Support Specialists as back-end support.
Liaise closely with internal stakeholders.
Drive efficiency through first-contact resolution, mitigating workflow disruption.
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 if Purchase Order requisition support is required.
Provide other support as required.

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-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 a competitive process, 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) 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.
Proof of full COVID-19 vaccination required as a condition of employment.

Skills

Customer Service
Organization
Time Management
Follow-up
Adaptability
MS Office Suite
System Navigation
Purchasing
Sourcing
Interpersonal Skills

Location

Central West Region

Work Type

Remote Work Options

Experience Level

1-2 years

Education Level

Post-secondary degree or diploma

Salary/Compensations

$51,353 - $60,187

Benefits

Healthcare of Ontario Pension Plan (HOOPP)
Comprehensive benefits package

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 incorporating 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).