Job Description
Job Description
Job Title: Platform Support Coordinator
Department: Implant Management
Reporting to: Platform Support Manager
Location: Baltimore, MD, in office 3 days per week (Monday or Friday required on-site)
Hours of work: Typical hours of work are from 8:30 AM until 5:30 PM local time, Monday through Friday. Flexibility of Working Hours is dependent on location. Additional hours may be necessary as needed. This position is exempt from overtime.
Compensation: $60,000
Overview:
As part of the Platform Support Team, the Platform Support Coordinator is critical in ensuring the efficient deployment and ongoing success of InVita’s healthcare software solutions. This role supports the onboarding of customer solutions, maintains data accuracy, manages supplier documentation, and develops user support materials. The Application Support Specialist helps healthcare facilities optimize system performance through proactive support, database assessments, and continuous process improvement.
Who:
We seek a strong, customer-focused individual with an upbeat personality to join our Platform Support Team. The ideal candidate will maintain a positive, empathetic, and professional attitude while engaging with our customers, primarily hospital administrators and staff at surgical centers, wound care centers, and other healthcare facilities. This is a very fast-paced environment, requiring someone enthusiastic, proactive, team-oriented, and capable of multitasking and working independently. A commitment to prompt, courteous service and cross-functional collaboration is essential for success in this role.
Essential Functions:
1. Customer Solution Onboarding
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Participate in internal and customer-facing meetings.
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Perform database assessments, assist with data cleanup, and support the activation of solution features or modules.
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Deliver virtual training sessions and support according to Statements of Work.
2. Application and Data Support
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Perform ongoing assessments of platform data for accuracy and reliability.
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Collaborate with internal teams to resolve data integrity issues and enhance system usability.
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Review data entered by customers to ensure alignment with operational and regulatory expectations.
3. Supplier Documentation Management
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Maintain current regulatory and compliance documentation for vendor records.
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Coordinate with suppliers to collect missing or updated credentials.
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Assist in deactivating outdated supplier profiles.
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Ensure all supplier documentation is audit-ready and accurately represented on the platform.
4. Documentation and Training Development
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Maintain user manuals, guides, and training materials for supported platforms.
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Monitor regulatory changes to ensure internal processes and materials stay current.
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Develop internal documentation for data entry standards, troubleshooting workflows, and training consistency.
5. Audit and Accreditation Readiness
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Conduct readiness checks to support facilities preparing for audits or inspections.
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Assist with documentation and report preparation for regulatory or accreditation teams.
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Identify process gaps and recommend improvements based on mock audit feedback.
6. Cross-Platform Collaboration
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Partner with other platform specialists to align workflows and troubleshoot shared system concerns.
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Coordinate training or reviews that cover multiple solutions in use at customer facilities.
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Share feedback and insights to help improve cross-platform integration and consistency.
Qualifications:
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Bachelor’s degree or equivalent experience.
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3+ years in application or data support, ideally in a healthcare or regulated setting.
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Proficiency in Microsoft Excel, Word, and database navigation.
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Ability to analyze and validate data, spot trends, and implement improvements.
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Strong communication and documentation skills.
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Demonstrated ability to work independently and prioritize multiple projects.
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A customer-first mindset and the ability to collaborate across departments.
Physical Demands and Work Environment:
The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
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Prolonged sitting and computer use
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Regular verbal communication and active listening
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Frequent use of hands/fingers for typing and equipment
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Occasional standing, walking, reaching, kneeling, or crawling
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May lift/move up to 15 lbs occasionally
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Vision requirements: close, distance, color, peripheral, focus adjustment
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Typical office noise level: moderate
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.
This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.
InVita provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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