Customer Service Representative, HMMS

Original job posting

The role focuses on managing customer inquiries and requests via a CRM system to ensure timely messaging and resolution. Responsibilities include generating requisitions for strategic customers and tracking customer satisfaction KPIs.

Job details

HMMS Healthcare Materials Management - London, ON Temporary Full Time Salary Range: $29.76 - $35.00 /hour This is a temporary assignment anticipated to extend to October 1, 2027, subject to the availability of work HMMS is a joint venture between St. Joseph's Health Care, London and London Health Sciences Centre, that has been operating since 1997 providing consolidated functions of Sourcing, Contract Management, Purchasing, Accounts Payable, Logistics, Supply Chain Systems and Inventory Management for the London Hospitals and numerous healthcare organizations throughout Southwestern Ontario. As a full-service supply chain organization, HMMS interacts with thousands of suppliers to provide an item catalogue of over 90,000 active items; notably ~5,000 that are stocked in our warehouse. Learn more about HMMS through this short online video. https://www.youtube.com/watch?app=desktop&v=uhi8PSwKTOI The primary purpose of this role is to ensure consistent and timely messaging in response to customer inquiries related to all of the services HMMS provides. This involves responding to customer requests or redirecting to the appropriate HMMS area for handling within Customer Relations Management (CRM) system. Additional responsibilities include placing orders on behalf of strategic customers including Renal Home Patients and will be the first point of contact for HMMS customers on behalf of HMMS. The 3 main areas of responsibility for this role are: Generate Requisitions for identified customers Renal Home Patients Renal Satellites HMR customers HMMS operations Requisition updates Returns for all customers Req Approval for Overrides Resolving Customer Requests Review and assign all customer inquiries/requests/concerns within the Customer Relations Management (CRM) system. Apply job aides and follow standard operating procedures when responding to customers Answer centralized phone, jabber, email and redirect appropriately Ensure Customer has confidence the loop will be closed Requires general knowledge of all areas Measuring Customer Satisfaction Productivity KPI tracking (manual and technology logging of issues) Conduct Periodic Customer Surveys Essential Qualifications Post-secondary education (Health or Business-related diploma or degree). 3 years? experience working in customer service Knowledge of a Safety Culture in a Health Care Setting in compliance with the Occupational Health & Safety Act (OHSA) Computer skills including word processing, spreadsheets, presentation (Power Point), e-mail, Data Entry, Cerner, and relevant software Attention to detail Ability to prioritize Communication skills, both verbal and written Ability to manage multiple priorities and deadlines Ability to have difficult conversations Ability to work independently Preferred Qualifications Proficiency in French would be an asset Immunization Requirements Provide vaccination records or proof of immunity against measles, mumps rubella, varicella (chicken pox), Hepatitis B, COVID-19 and influenza. Provide documentation of the Tuberculosis skin testing

What you’ll do

The role focuses on managing customer inquiries and requests via a CRM system to ensure timely messaging and resolution. Responsibilities include generating requisitions for strategic customers and tracking customer satisfaction KPIs.

Requirements

Candidates must have a post-secondary diploma or degree in Health or Business and at least 3 years of customer service experience. Proficiency in computer software and knowledge of healthcare safety culture are required.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Prioritization · Preferred
• Data entry · Preferred
• Communication Skills · Preferred
• Conflict Resolution · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• CRM
• Data Entry
• Cerner
• Word Processing
• Spreadsheets
• Power Point
• Communication Skills
• Prioritization
• Time Management
• Conflict Resolution
• French Proficiency

Job areas

• Customer Service & Support
• Healthcare
• Logistics
• Administrative