Member Support Specialist

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

Position Overview

The Member Support Specialist is a critical first point of contact for member Hospitals who utilize MMC services. This role is accountable for developing and maintaining customer satisfaction at their assigned hospital(s). This individual represents the comprehensive MMC service offering and collaborates with MMC service leaders, ensuring issue-resolution and performance expectations are met. This role delivers first-contact resolution whenever possible and funnels intake requests effectively, so the right work goes to the right place, with the right team. This role also serves as the point of escalation for hospital issues across all MMC service streams.

In addition, this role is responsible for is responsible for facilitating sourcing activity and liaising between MMC Sourcing Teams and key stakeholders at their assigned Hospital accounts. 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.

Accountabilities:

Develop and manage the business relationship between MMC and the member Hospitals:

• Conversant in all MMC services and performance expectations, as well as in hospital operations and priorities
• 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 re: 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.

Within MMC:

• Monitor customer satisfaction levels and develop effective and efficient processes to identify, escalate and manage issues through to resolution.
• Work effectively with all MMC service leaders to align on priorities and execution, ensure services are effectively delivered, issues and opportunities addressed.
• Drive efficiency through first-contact resolution, mitigating workflow disruption to other MMC service resources.
• Track and measure issue resolution cycle time to establish SLAs and ensure consistency of client service experience across MMC membership.
• Uphold accountability for resolution of client issues channeled to other functional MMC areas.
• Identify opportunities for process standardization to support scalability and growth-capacity.

Key Responsibilities

Receive, triage, investigate, and action any MMC service inquiry / issue received from the member Hospitals:

• Using internal ticket system to log each outreach and assign accountability point of contact.
• Effect first-call resolution for enquiries relating to MMC services (e.g. Purchasing, Sourcing, Data Governance, IHL and DC, etc.)
• Manage internal ticket report and drive resolution accountability with MMC service leads for open tickets, escalating where resolution targets have been breached.
• Leverage internal ticketing systems to reduce hand-off if secondary ticket needs to be created with Helpdesk, AP, DGM, etc.
• Understand and leverage MMC systems to gather information to support inquiries (e.g. SAP, Planview, Ariba, MMC Portal, MitigAID, SubHub)
• Knowledge of process per hospital's Procurement Policy and Broader Public Sector Procurement Directive
• Knowledge of hospital Signature Authorization and Delegation Policy for approvals of requisitions and contracts
• For net-new project requests: obtain mandatory information, ensure appropriate budgetary sign off, and enter new project requests in Planview.

Process facilitation for MMC Multi-Hospital Sourcing Events:

RFx Planning

• Engage and advise Hospitals of upcoming Sourcing Initiatives.
• Provide financial analysis by category/by site to ensure engagement of the proper stakeholders within the hospital.
• Obtain Member approval to confirm participation.
• Liaise with MMC Bid Administrator on behalf of Member during Initiative Planning

RFx Development and Evaluation

• 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 (group consensus scoring vs individual)- MST can guide and educate on scoring options but not tell Member which method their organization should choose.
• Lend Provide expertise / answer member questions or liase with Sourcing Lead to support Member inquiry.
• Assist Member with questions relating to RFP scoring / access to Bonfire.

Contract Award and Execution

• Draft member-specific documentation from Sourcing Briefing note and obtain Member approvals and signatures (MST can include whatever other documentation Sourcing has prepared in the package for signature to the Member - Sourcing Lead to obtain Supplier signature)
• Enable completion of LOCs (Letters of Commitment)

Other Process Facilitation

• Product Evaluation and Standardization (PESC) committee Procurement support - assess new item requests against contracts, upon intake.
• Support and guide Hospital customers on purchase order requisition for Capital, Services, as needed, upon receiving hand-off from Sourcing post-contract execution.
• Facilitate customization required for a specific hospital, working with the business to effect long-term standardization.

Qualifications and Skills

• 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 (HEAT, Allscripts, SAP, Ariba, MMC Portal)
• MS Office, business - advanced knowledge

Travel

• 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.

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 $82,921 - $91,206 dependent on experience. This job posting is for an existing vacancy.

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.