Member Engagement - Member Relations Specialist
$71,757–$82,777 year
On-siteToronto, Ontario, Canada or Oakville, Ontario, Canada
Job Summary
Support members in adopting new MMC systems, tools, processes, and services while receiving, resolving, and monitoring their issues via Service Now, email, or the MMC Portal. Communicate effectively with members and Account Directors to gather feedback, utilizing member surveys to identify improvements. Maintain standard training and promotional materials, assisting VPs, Directors, and Account Directors in preparing and delivering promotional or training presentations. Manage multiple stakeholders and lead multi-discipline project teams in a fast-paced environment, ensuring satisfactory resolutions and enhanced member satisfaction.
Required Qualifications
- Post secondary degree in relevant field (business, engineering, management, systems)
- Four (4) to six (6) years' experience in a supply chain environment
- 2 years' experience in customer or member relations management
- Demonstrated ability to organize, control and coordinate various activities in a fast-paced, ever-changing environment
- Knowledge/experience in supply chain management, preferably in a health care setting and understanding of business and legal issues
- Excellent communication skills with strong analytical abilities and mathematical aptitude
- Demonstrated experience in customer or member relationship
- Developing/conducting presentations and preparing marketing material – advanced knowledge
- MS Office, business – advanced knowledge, including but not limited to MS Word, Excel and PowerPoint
- Ability to lead multi-discipline project teams
- Ability to interact with all levels of internal staff, hospital staff, clinicians, external stakeholders and suppliers
- Team player, sense of urgency, strong communicator, resourceful, time management, integrity
- Customer-centric focus to ensure an enhanced customer experience
- Demonstrated proficient communication skills, both written and oral
- Demonstrated organization/time management skills
- Ability to lead and champion multiple initiatives concurrently
- Ability to effectively manage multiple stakeholders at one time (e.g., in a meeting situation), recognizing their position as subject matter experts; demonstrated proactivity and follow-up skills
- Demonstrated commitment to continuous improvement
- Excellent process/project management skills
- Excellent communication and presentation skills combined with analytical abilities
- Demonstrated experience in supplier relationship management
- Demonstrates patience, tenacity and resiliency in dealing with situations
- Ability to travel to Member Sites within area of assignment if required (East-North Ontario, Central Ontario or Western Ontario)
- Ability to travel to Mohawk Medbuy offices if required
- As a condition of employment, you are required to submit proof of full COVID-19 vaccination to Human Resources
Desired Qualifications
- Project Management experience preferred
- Conflict resolution training
- Business Writing
- Certified Supply Chain Management Professional (CSCMP) certification completed or in progress
- Broader Public Sector (BPS) and Ontario Public Service Procurement Directives experience
- Hospital operational experience
- Healthcare procurement experience
- Bilingual in English and French
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