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.

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