Dedicated Sleep Therapy Inbound Customer Service Representative – CPAP Resupply & Patient Advocacy (Remote/Hybrid) – arenaflex

About arenaflex

arenaflex is a national leader in home health solutions, delivering a comprehensive portfolio of medical equipment that includes ventilators, oxygen therapy devices, sleep apnea treatment systems, wound care products, diabetic care supplies, and a full suite of home medical equipment. Our mission is to empower patients to live healthier, more comfortable lives by providing high‑quality products, exceptional service, and compassionate support right at home. With a network that spans over 45 states and hundreds of locations, arenaflex combines cutting‑edge technology with a patient‑first philosophy to set the standard for home health 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 at arenaflex, you will be the first point of contact for patients seeking CPAP resupply, education, and support. Your expertise will directly influence treatment adherence, patient comfort, and overall health outcomes. This is more than a call‑center job—it’s a chance to make a tangible difference in the lives of individuals who rely on your guidance to breathe easier each night.

Key Responsibilities

Patient Advocacy & Data Management

• Act as a trusted advocate for patients, addressing questions, concerns, and troubleshooting issues with empathy and professionalism.
• Collect and verify patient demographics, insurance details, and physician information using arenaflex’s proprietary e‑Intake system.
• Ensure accurate entry of all data to maintain compliance with Medicare, Medicaid, private payer, FDA, and JCAHO regulations.
• Process inbound orders for CPAP supplies, confirming product selection aligns with prescribed therapy and usage guidelines.

Technical Support & Education

• Provide basic technical assistance for CPAP equipment, including mask fitting, cleaning protocols, and routine maintenance.
• Deliver clear, concise sleep coaching to reinforce proper device usage, hygiene, and troubleshooting steps.
• Educate patients and internal staff on the full range of arenaflex’s sleep therapy products, highlighting features and benefits.
• Make outbound follow‑up calls when necessary to gather missing information or confirm order details.

Order Fulfillment & Quality Assurance

• Generate and track tickets to guarantee timely fulfillment of product orders, coordinating with warehousing and logistics teams.
• Review and process patient paperwork, ensuring all documentation meets regulatory standards.
• Identify and resolve issues that could delay order processing, escalating complex cases to senior staff as needed.
• Maintain a high level of attendance and punctuality to support the fast‑paced environment of the call center.

Continuous Improvement & Collaboration

• Stay current on evolving insurance policies, reimbursement models, and industry best practices.
• Contribute ideas to improve call scripts, workflow efficiency, and patient education materials.
• Collaborate with cross‑functional teams—including sales, clinical, and compliance—to ensure a seamless patient experience.
• Participate in ongoing training sessions and performance reviews to sharpen skills and expand product knowledge.

Essential Qualifications

• Education: High school diploma or GED equivalent required; additional coursework in health administration or related fields is a plus.
• Experience: 1–3 years of customer‑service experience in a team‑oriented environment, preferably within the medical or home‑health sector.
• Technical Proficiency: Comfortable navigating internet resources, email, and Microsoft Office applications (Word, Excel, Outlook).
• Regulatory Knowledge: Familiarity with Medicare, Medicaid, private insurance, and FDA/JCAHO guidelines is highly desirable.
• Background Checks: Successful completion of a company‑wide background investigation, basic computer and internet skills test, and a typing assessment.
• Driver’s License: Valid driver’s license with a clean record (required when applicable for occasional field support).

Preferred Skills & Abilities

• Exceptional verbal and written communication skills, with the ability to convey complex medical information in plain language.
• Strong problem‑solving aptitude, capable of diagnosing simple equipment issues and guiding patients through resolutions.
• Demonstrated ability to multitask while maintaining meticulous attention to detail.
• Self‑motivated, organized, and able to manage time effectively in a remote or hybrid work setting.
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME) terminology and billing practices.
• Commitment to confidentiality and discretion when handling sensitive health information.

Physical & Technical Requirements

• Ability to lift a minimum of 10 lb when handling product samples or equipment.
• Close visual acuity for reading small print on computer screens and paperwork.
• Comfortable with prolonged periods of sitting, standing, walking, and speaking on the phone.
• Proficiency with email, internet research, and standard office equipment (fax, copier, printer, telephone).

Compensation & Benefits

arenaflex offers a competitive starting wage of $15.50 per hour with a performance‑based monthly bonus program that provides the potential for unlimited earnings. In addition to base pay, you will enjoy a comprehensive benefits package that includes:

• 401(k) retirement plan with company matching contributions.
• Medical, dental, and vision insurance options.
• Life insurance and short‑ and long‑term disability coverage.
• Generous paid time off (PTO) and paid holidays to support work‑life balance.
• Employee discount program for arenaflex products and services.
• Recognition programs that celebrate outstanding performance and teamwork.
• Mileage and telephone reimbursements for eligible employees who require occasional travel or home‑office expenses.

Career Growth & Development

At arenaflex, we invest in our people. As you master the fundamentals of CPAP resupply and patient education, you will have pathways to advance into senior customer‑service roles, quality‑assurance positions, or specialized clinical support functions. Ongoing training, mentorship programs, and access to industry certifications empower you to build a long‑term career in home health care.

Work Environment & Culture

Our call center operates Monday through Friday, 8:30 am – 5:00 pm, with a hybrid model that allows you to work from home after successfully completing in‑office training and meeting performance expectations. arenaflex fosters an inclusive, collaborative culture where every team member’s voice is heard. We celebrate diversity, champion equity, and provide a supportive environment that encourages personal and professional growth.

Application Process

If you are passionate about helping patients achieve better sleep, possess a strong service orientation, and thrive in a fast‑paced, technology‑driven environment, we want to hear from you. Submit your resume today—our hiring manager reviews each application and reaches out to qualified candidates promptly. To track the status of your application, simply log into your candidate account. Positions remain open until filled, typically within a 200‑day window.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We recruit, employ, train, promote, transfer, and compensate employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Ready to Join arenaflex?

Take the next step toward a rewarding career that blends customer service excellence with meaningful health impact. Click the link below to apply now and become part of a team that truly cares about patient well‑being.

Apply Job!