Patient Support Specialist - Billing

Vanguard Skin Specialists is a dermatology and plastic surgery practice serving communities in southern Colorado. Our mission is to make a positive impact on our patients, our community, and our world. This mission drives everything we do from opening offices in underserved areas to sponsoring humanitarian projects to volunteering locally and abroad. We have been continually recognized as one of the top workplaces in Colorado Springs by the Gazette and as one of the top 150 workplaces in Colorado by the Denver Post.

About the role

The Patient Support Billing Specialist serves as the primary point of contact for patient billing inquiries. This role is responsible for managing a high-volume billing phone line, responding to patient communications via phone, billing email inbox, and the patient portal, and proactively resolving patient account issues related to payments and insurance information. The ideal candidate demonstrates strong communication skills, accuracy, and a patient-centered approach to billing support. All Billing Specialists will participate in team workshops and project days to support continuous improvement initiatives.

Responsibilities

• Serve as the primary support for a high-volume inbound billing phone line, managing an average of approximately 80 inbound patient calls per day
• Respond to patient billing inquiries received via phone, billing email inbox, and patient portal
• Attempt live patient contact when possible and return voicemails, emails, and portal messages within 24 business hours of receipt
• Contact patients regarding declined card-on-file payments and assist with payment resolution
• Reach out to patients to obtain or correct insurance information as needed
• Educate patients on billing statements, balances, payment options, and insurance coverage at a high level
• Accurately document all patient interactions, actions taken, and account updates in the billing system
• Escalate complex or sensitive billing issues to appropriate internal teams as needed
• Maintain compliance with HIPAA and organizational policies
• Provide technical support to internal customers through the Billing Help Desk
• Participate and contribute to departmental workshops and project days

Service Standards & Performance Expectations

• Meet established response-time standards across all communication channels (phone, email, and patient portal)
• Maintain a 98% accuracy rate in phone call quality, documentation, and related account work
• Provide clear, professional, and patient-centered communication in all interactions
• Demonstrate consistency in follow-up and resolution of patient billing concerns
• Quality and accuracy metrics may be monitored through routine audits and quality assurance reviews

Requirements

• 1–2 years of experience in medical billing, patient accounts, or healthcare customer service required
• Proficient understanding of insurance terminology, payment posting, and patient billing workflows
• Strong verbal and written communication skills
• Ability to explain billing and insurance concepts in a clear, patient-friendly manner
• Excellent customer services and de-escalation skills
• High attention to detail and accuracy
• Ability to manage multiple communication channels simultaneously
• Proficiency with billing systems and standard office software
• Commitment to the mission and values of Vanguard Skin Specialists

Reviews

Vanguard Skin Specialists believe in providing regular feedback and encouraging professional development. Your first check-in with HR will be approximately 90 days from your date of hire. Written annual reviews take place each fall. For individuals with less than 6 months of tenure by fall review but more than 6 months tenure at spring review, the initial review will take place in the spring review. You will receive training for your role, and you will be expected to take Vanguard courses and/or quizzes to remain employed and progress. The practice promotes from within which provides opportunity for growth and advancement.

Schedule

This is a full-time, 40-hour position with business hours Monday to Friday. This position is based out of Colorado Springs and offers 1 remote day per week, post training completion.

Pay

Compensation is $20.00-$22.75 an hour (based on experience) with eligibility for overtime.

Benefits

• Paid time off
• The practice covers a portion of the premium for medical benefits and offers vision and dental
• 401K
• Graduate School Stipend
• Bereavement pay
• Paid Maternity & Bonding Leave
• Employee Discounts on products and aesthetic services

Physical Working Conditions

• Must be able to remain in a stationary position 90% of the time
• The other 10% occasionally move about inside the office to access file cabinets, office printer, etc.
• Operate a computer and other office machinery, such as a calculator, printer, copier, scanner, or fax
• Be able to communicate accurately, effectively, and frequently
• Can identify color on the computer and software used

Offers for employment will be contingent on successful pre-employment screening for this position, including a background check, drug screen, employment and education or licensure/certification verification, and/or governmental registry checks.

Vanguard Skin Specialists is a privately-owned medical practice that seeks to glorify God by serving patients and the community with humility, integrity, and excellence. As a faith-driven organization, Vanguard will support and undertake initiatives and endeavors that support and further its stated purpose, mission, and values. Team members are not required to share or practice the founders’ religious beliefs and have the right to excuse themselves from any function which compromises their own religious convictions. Any experience of distress or felt discrimination must be reported to HR or a direct supervisor immediately.