Member Support Specialist

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.

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, Thunder Bay, Kingston, Brantford, London and Chatham, and a distribution centre in Oakville.

We are currently recruiting for full-time Member Support Specialists. There are two positions available, one is a permanent full-time role and one is for an 18-20 month fixed‑term contract
. This role is a hybrid work structure with three days minimum in the office and occasional on‑site visits to the Specialist’s designated hospital(s) facility. The portfolio of hospitals allocated to these roles is Central West
.

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 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.

• 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.

• Monitor customer satisfaction levels and develop effective and efficient processes to identify, elevate and manage issues through to resolution.
• Work effectively with all MMC service leaders to align on priorities and execution, ensuring 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.