Member Support Associate

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

Benefits offered by this job

Flexible remote work

Benefits package

HOOPP employer

Job summary

Mohawk Medbuy Corporation (MMC) is a national not-for-profit shared services org supporting hundreds of healthcare providers across Canada. The Member Support Associate in the Central Region helps 14 Member Hospitals with first-contact resolution and efficient intake routing.

You will coordinate low-value sourcing tasks, liaise with Sourcing Teams and Hospital stakeholders, and drive back-end support to ensure smooth operations.

Qualifications

• Post secondary degree or diploma required.
• 1–2 years in purchasing/sourcing environment.
• Knowledge of suppliers and professional communication.
• Excellent interpersonal and customer-service skills.
• Ability to travel to offices and hospitals across GTA.
• Proficient with MS Office and multiple systems.

Responsibilities

• Log outreach and monitor ticket resolution for member hospitals.
• Handle contract queries and system lookups (HEAT, MMC Portal).
• Facilitate sourcing by logging requests and routing approvals.
• Coordinate hand-offs with Sourcing and ensure timely support.

Skills

Customer service

Interpersonal skills

Travel ability

Teamwork

Organizational skills

Problem solving

Education

Post secondary degree or diploma

Tools

HEAT

Allscripts

SAP

Ariba

MMC Portal

MS Office

Job description

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 support, warehousing/logistics, technology, procure-to-pay, and accounts payable.

MMC is actively supporting the creation of a resilient value chain that incorporates environmental social, and economic wellbeing – and fosters the participation of Indigenous businesses. Based in Burlington, ON, MMC operates regional hubs in Toronto, Thunder Bay, Kingston, Brantford and London as well as a hub and distribution centre in Oakville.

We are currently recruiting for a full-time 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 west 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 <$139) 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.

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 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

• 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
• 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
• Tech savvy with ability to learn and navigate multiple concurrent systems (HEAT, Allscripts, SAP, Ariba, MMC Portal)
• Advanced knowledge of MS Office
• Proven relationship building skills with the ability to relate to and communicate with all levels of management, member staff, colleagues, and suppliers
• Strong customer service skills; customer centric “mindset” for ensuring an enhanced customer experience
• Ability to work collaboratively as part of an integrated team
• Strong interpersonal skills and ability to work with minimal supervision in a team environment
• 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
• Public sector procurement experience is an asset
• Understanding of end-to-end supply chain services an asset
• 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 the GTA

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

Mohawk Medbuy is a Healthcare of Ontario Pension Plan (HOOPP) employer offering a competitive benefits package and flexible remote work options. The targeted hiring range of this role is $51,353 - $60,187.

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).