Patient Accounts & Customer Service Specialist
Sales & Business Development · Full-time
Ann Arbor, MI, USA
USD 22-27 / hour
Posted on Jul 6, 2026
Axiobionics LLC | Ann Arbor, Michigan
About Axiobionics
Axiobionics designs and manufactures wearable functional electrical stimulation (FES/NMES) devices that help people recover movement and independence after stroke, spinal cord injury, traumatic brain injury, and other neurological conditions — including children with cerebral palsy. Our product line, including the BioSleeve, BioShorts, TripleFlex, WalkAide, and the NeuroPro 8i controller, is built on decades of clinical research and real patient outcomes. Our published clinical data shows patients using our devices see meaningful, measurable gains in daily arm and limb function. We're a small, mission-driven team based in Ann Arbor, and every person here plays a direct role in getting life-changing technology into the hands of the people who need it.
Position Summary
We're looking for a Patient Accounts & Customer Service Specialist to be the primary point of contact for patients, families, and clinicians throughout the ordering and reimbursement process. This role sits at the intersection of customer service, sales support, and account/billing coordination — you'll guide patients from initial inquiry through insurance approval and device delivery, making what can be a confusing and stressful process feel simple and supported. You'll also help convert inbound interest into completed orders, working closely with our clinical and billing teams.
This is a great fit for someone who is equal parts empathetic communicator and organized closer — someone who genuinely cares about the people on the other end of the phone, and who also isn't afraid to follow up, ask for the sale, and keep an account moving until it's resolved.
Key Responsibilities
Patient Account Processing
● Manage the full lifecycle of patient accounts from intake through order fulfillment
● Collect and verify patient demographic, insurance, and prescription information
● Prepare and submit documentation for insurance verification, prior authorization, and claims (private payers, Medicare, Medicaid, and Michigan no-fault auto insurance)
● Track outstanding documentation (physician orders, letters of medical necessity, Assignment of Benefits forms) and follow up proactively with patients, clinicians, and payers
● Maintain accurate, up-to-date records in the patient management/CRM system
Customer Service
● Serve as a warm, knowledgeable first point of contact for patients and family members calling or emailing about our products
● Answer questions about device function, candidacy, insurance coverage, and next steps in plain, reassuring language
● Troubleshoot account or billing concerns and resolve issues quickly, escalating when needed
● Coordinate with clinicians and clinic staff to keep referrals and orders moving
Sales Support
● Follow up on inbound leads from our website, clinician referrals, and marketing campaigns
● Educate prospective patients and caregivers on product benefits and the path to obtaining a device
● Support the sales cycle from first contact to signed order, including gentle, persistent follow-up with patients who need more time or information
● Track and report on lead status, conversion, and account pipeline
What You'll Need
● 2+ years of experience in customer service, patient account management, medical billing, or inside sales (healthcare or DME/medical device experience strongly preferred)
● Comfort with insurance terminology and processes (verification of benefits, prior authorization, claims) — or a strong desire to learn quickly
● Excellent phone and written communication skills; you can explain complicated things simply and kindly
● Highly organized, with the ability to manage many open accounts at different stages simultaneously
● A genuine, low-ego willingness to follow up — you don't let things fall through the cracks
● Comfortable with CRM/database systems and general office software
● Bachelor's degree preferred but not required; relevant experience will be weighted heavily
Nice to Have
● Experience with DME billing, HCPCS coding, or Michigan no-fault (PIP) claims
● Background working with stroke, spinal cord injury, or pediatric rehabilitation populations
● Prior experience in a small company/startup environment where roles are broad and hands-on
What We Offer
● The chance to work directly with patients and families and see the real-world impact of your work
● A small, close-knit team where your contributions are visible and valued
● Compensation range — [to be added]
● Benefits — [to be added]
How to Apply
[Application instructions — email address / portal link to be added]
Axiobionics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Axiobionics, LLC is an equal opportunity employer.