Member Services - Member Support Associate

Mohawk Medbuy Corporation; Burlington; Hybrid; CAD 51,000 - 60,000; Full time

Benefits offered by this job

Comprehensive benefits package

Flexible remote work options

Job summary

Mohawk Medbuy Corporation seeks a Member Support Associate to back the Central West region, aiding 9 member hospitals with MMC services and sourcing tasks.

You will handle intake, resolve queries, and coordinate with Sourcing Teams to ensure smooth procurement events and high member satisfaction.

Qualifications

• Post secondary degree or diploma is mandatory.
• 1–2 years in purchasing/sourcing helps.
• Excellent customer service and communication skills.
• Attention to detail and accuracy are essential.
• Ability to navigate multiple systems and learn quickly.

Responsibilities

• Log outreach via intake tickets and monitor resolution.
• Log queries from Hospitals and MMC, provide timely support.
• Assist with sourcing tasks and document hand-offs.
• Collaborate with internal stakeholders to improve processes.
• Support contract-related inquiries and system navigation.

Skills

Customer service

Interpersonal skills

Time management

Attention to detail

Organization

Education

Post secondary degree or diploma

Tools

HEAT

Allscripts

SAP

Ariba

MMC Portal

MS Office

Job description

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: www.mohawkmedbuy.ca.

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

Position Overview

The Member Support Associateis akeyresourceforthe 9 MemberHospitalsin the Central West regionwholeveragea wide range of MMC services. This roleassistswithfirst-contact resolution wheneverpossibleand funnels intake requestseffectively,so the right work goes to the right place, with the right team.

In addition, this roleis responsible forfacilitatinglower-value lower-risk profile (generally <$139k)collaborativesourcing/ capital souringactivity and liaising between MMC Sourcing Teams and key stakeholderswithinHospital. The role leads and manages the required sourcing tasks that would otherwise be completed by in-house Materials Management (MM) teams in hospitals whomaintain their own MM teams. These activities are necessary to ensure an effective sourcing event and positive experience by Member Hospitals.

• Within the Hospital:
  
  
  
  • 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
  
  
  
  


• Within MMC:
  
  
  
  • 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
  
  
  
  

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 inMMC 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

• 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.

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 $51,353 -$60,187 dependent on experience. This job posting is for an existing vacancy.

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