Dedicated Sleep Therapy Inbound Customer Service Representative – CPAP Resupply & Patient Advocacy at arenaflex

About arenaflex

arenaflex is a national leader in home medical equipment, delivering innovative solutions that empower patients to manage their health from the comfort of their own homes. With a portfolio that spans ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic care, and a broad range of home medical devices, arenaflex serves millions of patients across 45 states. Our mission is to improve quality of life by providing high‑quality products, compassionate service, and education that enables patients to become active participants in their own care.

Why This Role Matters

Sleep apnea affects millions of Americans, and effective therapy hinges on consistent use of CPAP (Continuous Positive Airway Pressure) equipment. As a Sleep Therapy Inbound Customer Service Representative, you will be the first point of contact for patients seeking CPAP resupply, guidance, and support. Your expertise will directly influence treatment adherence, patient satisfaction, and overall health outcomes.

Position Overview

Located within the Sleep Central Inbound Call Center of our Murray Operations division, this full‑time role blends customer service excellence with technical knowledge of sleep therapy equipment. You will handle high‑volume inbound calls, verify patient information, process orders, and provide basic sleep coaching—all while maintaining the highest standards of compliance and data integrity.

Key Responsibilities

• Patient Advocacy: Act as a trusted advocate, resolving questions and concerns promptly and empathetically.
• Data Entry & Verification: Collect patient demographics, payer, and physician details; input accurate data into the proprietary e‑Intake system.
• Order Management: Process new CPAP orders, ensure correct product selection, and verify compliance with utilization guidelines.
• Education & Coaching: Provide basic sleep coaching, reinforce cleaning routines, and guide patients on equipment maintenance.
• Product Expertise: Serve as a subject‑matter expert on mask interfaces, offering assistance with fit issues and troubleshooting.
• Outbound Follow‑Up: Make outbound calls when necessary to gather missing information or confirm order details.
• Regulatory Knowledge: Maintain up‑to‑date knowledge of Medicare, Medicaid, private insurance regulations, FDA, and JCAHO guidelines.
• Quality Assurance: Use e‑Intake to ensure data accuracy, conduct thorough verification, and flag any discrepancies.
• Collaboration: Work closely with internal teams, including clinical staff and logistics, to guarantee timely fulfillment of product orders.
• Continuous Improvement: Identify process bottlenecks and suggest enhancements to improve efficiency and patient experience.
• Additional Duties: Perform other tasks as assigned to support the overall success of the Sleep Central operation.

Essential Qualifications

• High school diploma or GED equivalent (required).
• 1–3 years of experience in a team‑oriented, customer‑focused environment.
• Prior exposure to the medical field, especially in administrative record management, is highly desirable.
• Demonstrated ability to communicate clearly and professionally in English, both verbally and in writing.
• Basic computer proficiency, including typing accuracy, internet navigation, and familiarity with Microsoft Office (Word, Excel).
• Valid driver’s license with a clean driving record (when applicable).
• Successful completion of a background investigation and basic computer/internet skills test.

Preferred Qualifications & Knowledge

• Understanding of Durable Medical Equipment (DME) or Home Medical Equipment (HME) processes.
• Familiarity with medical billing, reimbursement, and insurance verification procedures.
• Experience with CPAP or other sleep therapy devices, including mask fitting and maintenance.
• Knowledge of medical terminology and the ability to interpret clinical instructions.
• Experience using proprietary intake or CRM platforms similar to e‑Intake.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients succeed in their therapy.
• Attention to Detail: Accurate data entry, meticulous verification, and careful handling of confidential information.
• Problem‑Solving: Ability to diagnose simple equipment issues and provide clear, actionable solutions.
• Time Management: Efficiently manage high call volumes while meeting quality and compliance standards.
• Team Collaboration: Work independently when needed, yet thrive in a collaborative environment that values shared success.
• Technical Proficiency: Comfortable navigating email, internet research tools, and standard office equipment (fax, copier, printer).
• Regulatory Awareness: Stay current on Medicare, Medicaid, insurance, FDA, and JCAHO guidelines that impact CPAP resupply.

Physical Demands & Work Environment

While the role is primarily desk‑based, it does require occasional lifting of up to 10 lbs (e.g., equipment boxes) and sustained periods of sitting, standing, or walking. Clear vision is needed to read small print on screens and paperwork. The position offers a flexible work‑from‑home arrangement after successful completion of in‑office training and meeting performance expectations.

Technical Tools & Equipment

• Email and instant messaging platforms for internal and external communication.
• Internet browsers for research and verification of payer/physician information.
• Microsoft Word, Excel, and other Office suite applications.
• Standard office hardware: computer, telephone headset, fax, copier, and printer.
• Proprietary e‑Intake system for order processing and data management.

Compensation, Benefits & Perks

arenaflex offers a competitive starting wage of $15.50 per hour, complemented by a monthly bonus program that provides the potential for unlimited earnings based on performance. Additional benefits include:

• Comprehensive 401(k) retirement plan with company matching.
• Medical, dental, and vision insurance options.
• Life insurance and short‑/long‑term disability coverage.
• Generous paid time off (PTO) and paid holidays.
• Employee discount program on arenaflex products and services.
• Recognition programs that celebrate outstanding contributions.
• Mileage and telephone reimbursements where applicable.
• Continuous learning opportunities, including internal training, certifications, and webinars.

Career Growth & Development

arenaflex is committed to nurturing talent from within. As a Sleep Therapy Inbound Customer Service Representative, you will have clear pathways to advance into roles such as:

• Senior Patient Support Specialist
• Team Lead – Sleep Therapy Operations
• Quality Assurance Analyst – DME Compliance
• Training & Development Coordinator for inbound call centers
• Clinical Support Specialist – bridging the gap between patients and providers

We provide mentorship, tuition assistance for relevant certifications, and regular performance reviews that align your career aspirations with arenaflex’s strategic goals.

Culture & Work Environment at arenaflex

At arenaflex, we foster a culture of compassion, innovation, and accountability. Our employees are encouraged to bring their authentic selves to work, share ideas, and collaborate across departments. Key cultural pillars include:

• Patient‑First Philosophy: Every decision is guided by the impact on patient health and satisfaction.
• Continuous Improvement: We embrace feedback loops and data‑driven insights to refine processes.
• Inclusivity & Diversity: arenaflex is an equal opportunity employer that celebrates diverse backgrounds, perspectives, and experiences.
• Work‑Life Balance: Flexible scheduling, remote work options, and supportive management help you thrive both professionally and personally.
• Recognition & Celebration: Regular awards, shout‑outs, and team events acknowledge hard work and achievements.

Application Process & Next Steps

If you are passionate about helping patients achieve better sleep health, possess strong communication skills, and thrive in a fast‑paced, technology‑enabled environment, we want to hear from you. To apply, submit your updated resume through our online portal. Our hiring manager will review each application carefully and reach out to qualified candidates for a virtual interview.

Take the next step in your career with arenaflex—where your dedication to patient care meets rewarding growth opportunities.

Apply Now