Job Description

Job Title: Support Services Technician
Report To: Center Manager/Assistant Center Manager

The Support Services Technician is responsible for assisting the healthcare team with the care and
management of patients during their pain management visit. The Support Services Technician will perform
various ancillary support services and routine administrative tasks to maintain and support the practice.
Working under the direction and guidance of the NSPC Center Manager and by performing all required duties
and responsibilities, the position is responsible for ensuring that quality services are provided to meet the
needs of the patients, providers and organization.

Duties and Responsibilities:
1. Assists with providing support as needed for all ancillary programs of the practice.

a. Urine Toxicology Screenings:
i. Collects urine specimens from patients in compliance with standard operating
procedures for specimen collection.
ii. Ensures each specimen collected is marked with the appropriate patient identification
and laboratory testing information.
iii. Ensures paperwork is completed and processed correctly for billing purposes.
iv. Prepares and mails out specimens and paperwork in a timely manner in order to ensure
lab results are received in an appropriate time frame for the providers.

b. Brace Fittings:
i. Fits patients with braces, as prescribed by the appropriate providers and instructs
patients in the proper use and care of the brace.
ii. Places orders for the braces and ensures braces are shipped as required to the patients.
iii. Follows-up with patients to ensure the brace has been received and fits properly.
iv. Coordinates adjustments and additional fitting with patients, as needed.
v. Follows appropriate protocol for forwarding brace order through the proper channels to
ensure brace is billed on-time.

c. TENs Units:
i. Explains the use of the TENs unit to the patient and provides thorough instructions in the
proper use and care of the TENs unit and associated supplies.
ii. Maintains inventory and places orders of the TENs units kept onsite.
iii. Follows-up with patients to ensure the patient is properly using the TENs unit and
coordinates adjustments as needed.
iv. Follows appropriate protocol for forwarding TENs units order through the proper
channels to ensure TENs is billed on-time.

d. Supplements dispensing:
i. Maintains a daily count of all supplement inventories.
ii. Compiles and sends weekly inventory logs to the Program Coordinator.
iii. Ensures adequate supplement supplies and communicates orders to the Program
Coordinator.
iv. Communicates with the Program Coordinator on inventory which will soon expire.
v. Ensures all supplements are being billed correctly and signed off on each day.
vi. Ensures all new inventory is being accounted for immediately and invoices are checked
and sent to the appropriate department in a timely manner.
vii. Ensures office staff is knowledgeable on the inventory and pricing in order to assist in
selling the products.

e. Miscellaneous:
i. Assists with administrative functions such as scheduling, check-in, check-out, chart prep,
and telephone services, which includes but not limited to:
1. Meets, greets and checks patients in and out in accordance with the standard
operating procedure.
2. Assists in managing patient flow in the waiting room, communicating wait times,
and escorting patients to the exam room.
3. Schedules patient appointments and provides instructions for patients for followup appointments.
4. Answers telephone calls: takes thorough messages and communicates to the
appropriate person in a timely manner.
5. Preps charts for scheduled appointments in advance, following the process
outlined in the Standard Operating Procedure.
6. Checks and distributes mail, email, faxes and reports regularly throughout
business day assuring intended recipient receives and acknowledges.
7. Receives and stocks office supplies, and processes invoices and packing slips
as required.
8. Organizes and cleans exam rooms following each patient.
2. Ensures the office is organized, clean and professional.
3. Understands, complies with and enforces National Spine & Pain Centers’ (NSPC) policies, procedures,
code of conduct, and OSHA and HIPAA privacy rules. Ensures all staff understands and complies with
NSPC policies, procedures, code of conduct, and OSHA and HIPAA privacy rules.
4. Depending on organization needs could be asked to work in different/multiple office locations on an
ongoing basis.
5. Other duties as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and
possess the knowledge, skills and abilities represented below:

Education/Experience:
 High School Diploma; and one year related experience and/or training; or equivalent combination of
education and experience.

Skills/Abilities/Competencies:
 Excellent customer service and interpersonal skills.
 Excellent verbal and written presentation and communication skills.
 Ability to communicate effectively with a diverse population of patients in person and over the
phone.
 Ability to deal with difficult or upset patients in a poised and professional manner. This position
requires a great deal of contact with patients.
 Ability to nurture and be empathetic to patient needs.
 Driven and highly self-motivated.
 Excellent organization skills with the ability to work independently while paying close attention to
details.
 Ability to problem-solve. Capable to work quickly to resolve or minimize identified problems.
 Attentive to details with the ability to multi-task.
 Ease in working in a fast-paced, team oriented environment.
 Proficient in basic math skills in order to do calculations.
 Proficient in general office equipment and computer literacy. Demonstrated knowledge of Microsoft
Outlook, Word, and Excel. Ability to learn new software technologies. EMR experience preferred.