Patient Support Specialist - Billing

Job DetailsJob Location: Colorado Springs, CO 80921Position Type: Full TimeSalary Range: $20.00 - $22.75 HourlyVanguard 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.

Overview

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.

Duties and 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
Qualifications
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 <6 months of tenure by fall review but >6 months tenure at spring review, then 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.

Compensation & Benefits

Compensation is $20.00-$22.75 an hour (based on experience) with eligibility for overtime and paid time off. The practice covers a portion of the premium for medical benefits and offers vision, dental, and 401K. The position also comes with Paid Time Off, 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%
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. The screenings will include a background check, drug screen, employment and education or licensure/certification verification, and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

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. Vanguard’s mission is to make a positive impact on our patients, our community, and our world. As a faith-driven organization, Vanguard will support and undertake initiatives and endeavors that support and further Vanguard’s stated purpose, mission, and values.

Vanguard Skin Specialists strives to be a workplace of choice for professionals who see medicine as a calling. We value employees (referred to as “team members”) who come from all walks of life and religious backgrounds. 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.

Vanguard Skin Specialists is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.