Job Description

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

Assists with providing support as needed for all ancillary programs of the practice.

Urine Toxicology Screenings:

• Collects urine specimens from patients in compliance with standard operating procedures for specimen collection.
• Ensures each specimen collected is marked with the appropriate patient identification and laboratory testing information.
• Ensures paperwork is completed and processed correctly for billing purposes.
• 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

Brace Fittings:

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

TENs Units:

• 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.
• Maintains inventory and places orders of the TENs units kept onsite.
• Follows-up with patients to ensure the patient is properly using the TENs unit and coordinates adjustments as needed.
• Follows appropriate protocol for forwarding TENs units order through the proper channels to ensure TENs is billed on-time.

Supplements dispensing:

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

Administrative Functions:

• Meets, greets and checks patients in and out in accordance with the standard operating procedure.
• Assists in managing patient flow in the waiting room, communicating wait times, and escorting patients to the exam room
• Schedules patient appointments and provides instructions for patients for follow-up appointments
• Answers telephone calls: takes thorough messages and communicates to the appropriate person in a timely manner
• Preps charts for scheduled appointments in advance, following the process outlined in the Standard Operating Procedure
• Checks and distributes mail, email, faxes and reports regularly throughout business day assuring intended recipient receives and acknowledges
• Receives and stocks office supplies, and processes invoices and packing slips as required
• Organizes and cleans exam rooms following each patient
• Depending on organization needs could be asked to work in different/multiple office locations on an ongoing basis.
• Understands, complies with, and enforces all NSPC policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
• Adhere to and uphold all applicable federal and state compliance regulations as well as NSPC’s Code of Conduct and Employee Handbook, compliance policies and procedures, and applicable healthcare fraud, waste and abuse laws.
• The Code of Conduct.
• Annual completion of compliance training.
• Adherence to the overall compliance program.
• Reporting issues
• All other duties as assigned.

Qualifications and Skills

• High school diploma or general education degree (GED) equivalent.
• Medical Assistant certificate required
• At least one year of related experience and/or training,
• Ability to maintain complete confidentiality of information at all times.
• Excellent verbal and written communication skills
• Ability to understand and demonstrate outstanding customer service skills while maintaining the highest level of patient care at all times
• Excellent organizational/multi-tasking skills with acute attention to details
• Proficient with Microsoft Office Suite (Word, Excel, Power Point, Outlook)
• Ability to problem solve. Capable to work quickly to resolve or minimize identified problems

Working Conditions

• Located in a fast-paced, clinical office environment with a noise level that is generally moderate.
• Periodic use of standard office equipment (including computers, phones, photocopiers, filing cabinets, fax machines, etc.).
• Regular use of clinical equipment (including autoclaves, c-arms, crash carts, intravenous therapy materials, etc.).

• Close and regular interactions with patients occur, which may result in exposure to blood borne pathogens and/or other diseases/infections. Appropriate infection control policies and procedures are practiced and enforced at all times to minimize any risks.

Physical Requirements

• Extensive and regular periods of sitting, standing, bending, walking, seeing, talking, and listening.
• A full range of body motion including complete manual and finger dexterity, as well as effective hand-eye coordination.
• Adequate visual acuity including ability to read information.
• A regular requirement to reach with hands/arms, stoop, kneel, or crouch.
• An occasional requirement to push, pull, lift and/or move up to 10 pounds.
• The ability to operate a motor vehicle with a valid driver’s license, as needed.