Salary Range: $74,618-$107,264/year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.

 

Job Summary:

In accordance with the Mission, Vision and Values, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Advisor, Customer Relations is a member of the supply chain management team who builds and fosters effective working relationships with stakeholders and develops an understanding of Health Authority (HA) customer challenges and upcoming initiatives to address customer needs, identify service improvement opportunities, and to ensure consistent application of Supply Chain (SC) processes & policies. This role is essential to ensuring quality of SC service and satisfaction of customers; functions as the first level of professional representation of SC with HA customers, maintains contact with the customers, collaborates with customers and SC teams, and provides advice regarding service changes, requirements and challenges. As a member of the management team the Advisor participates in SC projects, planning and initiatives, and attends customer meetings as a representative for Supply Chain as well as providing feedback on process, workflow and policy changes including automation, efficiencies and cost saving initiatives. Provides business analysis of issues, identify root cause and systemic issues, training issues; investigates solutions and supports implementing changes. The Advisor arranges and conducts meetings with the HA and collaborates with director and management level at the HA, and monitors customer inquiries through the call centre tracker tool to ensure service standards are being met and follows up with internal supply chain service areas as needed.

 

Duties/Accountabilities:

• Develops and maintains effective business working relationships with designated customer portfolio, with a focus at the HA Manager-level. Acts as a main point of contact for the HA customer including receiving complaints, understanding customer needs and expectations and discussing emerging business issues, or operational changes and improvement opportunities. Maintains ongoing communication with customers to ensure customers are informed of upcoming changes, that service problems are effectively addressed and needs are met as per agreed to service levels and timelines. Promotes just-in-time process information and awareness of the service and Supply Chain practices. Works closely with senior HA staff and other staff to support program quality assurance initiatives and the audit process. Collects and collates data. Assists with the development of program resources and materials.
• As a key member of the supply chain Customer Relations and Promotions management team, participates in supply chain management discussions and a variety of Health Authority meetings. As a Supply Chain representative, the coordinator is privy to confidential and sensitive information regarding unionized Supply Chain and HA employees. Manages confidential and sensitive information in support of the HA Manager and other senior staff and responds to related questions and takes follow up action as needed.
• Investigates customer complaints and issues from various HA and supply chain staff, maintains logs and initiates dialogue with the customer HA staff and with internal Supply Chain businesses to identify root cause and systemic issues, training issues and ensure timely problem resolution. Makes determination as to whether report or escalate to HA or supply chain leadership of employee training requirements and errors.
• Liaises closely with internal and external stakeholders to identify opportunities for service improvement and sustainability. Participates in the analysis, identification and development of strategies for improving existing processes, deficiencies, systems and system integration by providing subject matter expertise and influencing decisions to enhance Supply Chain service delivery. Provides input to process, workflow, and policy changes including automation, efficiencies and cost saving initiatives.
• Performs business analyses through profiling customer ordering and spending, analyzing utilization and performance metrics, and benchmarking. Runs statistical and usage reports as needed. Collects and collates data.
• Provides leadership to others in the form of guidance and direction on the interpretation and application of organizational and program policies and procedures as well as exchange of information to others internal and external; acts as a resource and point of contact for provincial office staff and partners.
• Provides work direction as required and participates in workload adjustments and job expectations conversations for staff, including bargaining unit team members. Orients new supply chain staff. Makes determination as to whether to report or escalate to HA or supply chain employee training requirements and errors to leadership.
• Manages and tracks customer inquiries for assigned portfolio area through the call centre tracker tool to ensure tickets are closed in a timely manner and in accordance with established service level agreements. Identifies customer service challenges and works with internal Supply Chain resources to address and resolve to the satisfaction of the customer.
• Assists with the development of program resources and materials. Composes, produces and maintains a variety of documents including correspondence, meeting minutes and other materials. Schedules and arranges internal and external meetings and follows up on meeting commitments.
  
  

 

Qualifications:

• A level of education, training, and experience equivalent to a Bachelor’s Degree in Commerce or Management or related discipline plus three (3) to five (5) years related experience at a leadership / management level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment.  
• Ability to travel to customer locations within an assigned portfolio area, which may require flexible scheduling including evening and weekend travel time. Available to manage emergent situations as they arise outside of regular business hours.
• Proven customer relations skills including problem-identification and resolution skills.
• Requires aptitude and demonstrated skills in developing and managing key relationships while driving business objectives and timelines.
• Ability to work effectively within a multi-site, multi-sector environment. Strong communication (both verbally and in writing), facilitation, persuasion and negotiation skills.
• Proven ability to resolve day-to-day operational issues and take prompt actions on addressing customer inquiries. Ability to exercise judgment on working within or outside of established processes and procedures.
• Established skills in business analysis including utilization, trending, performance metrics, and benchmarking.
• Ability to think systemically from a process improvement perspective.
• Proven self-motivated individual with the ability to work independently and to get things done.
• Demonstrated ability to contribute to a working environment that promotes team building.
• Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.
• Demonstrated ability to adjust to new or unexpected events and to deal with and/or guide others in the resolution of conflict issues.
• Demonstrated ability to lead, coach, consult, and to provide work direction.
• Demonstrated ability to operate related equipment, including software applications; ability to run statistical and utilization reports.