Job Description
Anchorage Sleep Center is seeking a professional, personable, and highly organized CPAP Patient Outreach & Resupply Specialist to join our durable medical equipment team.
The primary focus of this position is proactively contacting established CPAP patients to discuss their current supply needs, answer questions, review available product options, and assist them with obtaining appropriate replacement supplies.
This is a phone-intensive patient outreach role. At least 50% of the workday will be spent making outbound calls and following up with established patients served by our six Alaska locations in Anchorage, Wasilla, Fairbanks, Juneau, Soldotna, and Homer.
The ideal candidate is comfortable initiating conversations, building trust over the phone, listening carefully, and helping patients make informed decisions. Success in this role requires consistent follow-up, attention to detail, accurate documentation, and the ability to work toward defined outreach and resupply goals.
Previous CPAP or medical equipment experience is helpful but not required. We are also interested in candidates with strong backgrounds in telephone customer service, patient outreach, account retention, inside sales, call-center work, or other goal-oriented communication roles. Training will be provided on CPAP equipment, replacement supplies, insurance requirements, and company systems.
Responsibilities
- Proactively contact established CPAP patients to assess their current mask and supply needs.
- Spend at least 50% of the workday conducting outbound patient calls and follow-up.
- Respond promptly and professionally to inbound calls, messages, emails, and supply requests.
- Ask appropriate questions to understand each patient’s comfort, mask condition, therapy experience, and current supply needs.
- Educate patients about CPAP replacement supplies, including masks, cushions, nasal pillows, headgear, tubing, filters, and humidifier chambers.
- Help patients identify appropriate replacement products based on their needs, prescription, insurance eligibility, and clinical guidance.
- Explain product options, insurance coverage, replacement schedules, and estimated patient responsibility in clear and understandable language.
- Assist patients with completing appropriate resupply orders.
- Follow up with patients who request additional information or are not ready to complete an order during the initial conversation.
- Maintain a warm, professional, and patient-centered approach while working toward established outreach and resupply goals.
- Document patient conversations, product selections, insurance information, orders, and follow-up activity accurately.
- Verify insurance eligibility, benefits, documentation requirements, and prior authorization needs.
- Review prescriptions and medical records for completeness and obtain missing information when necessary.
- Coordinate in-office pickup or shipment of supplies to patients throughout Alaska.
- Work with respiratory therapists and clinical team members when patients have questions involving mask fit, comfort, therapy response, or product selection.
- Maintain current knowledge of CPAP products, replacement guidelines, insurance policies, and company procedures.
- Assist with inventory tracking, supply ordering, compliance tracking, and other DME-related responsibilities as assigned.
What Success Looks Like
A successful candidate will:
- Enjoy speaking with patients and building rapport over the phone.
- Be comfortable initiating calls rather than waiting for patients to contact the office.
- Communicate in a warm, professional, and reassuring manner.
- Listen carefully and ask thoughtful questions before recommending a solution.
- Explain products, insurance information, and costs without overwhelming the patient.
- Address patient questions or hesitation professionally and respectfully.
- Follow up consistently and ensure patient requests are completed.
- Be motivated by clear expectations and measurable goals.
- Balance productivity with empathy, accuracy, and appropriate patient care.
- Remain organized while moving between phone calls, patient records, insurance systems, and orders.
- Understand that the goal is to help patients obtain supplies they currently need—not to pressure patients into unnecessary purchases.
Required Qualifications
- High school diploma or GED.
- At least one year of experience in telephone-based customer service, patient outreach, account retention, inside sales, call-center work, or another goal-oriented customer-facing position.
- Strong verbal communication and active-listening skills.
- Ability to build trust and communicate professionally with patients.
- Comfort making a high volume of outbound calls.
- Ability to discuss products, insurance coverage, pricing, and patient responsibility professionally.
- Strong organizational skills and attention to detail.
- Ability to document calls and patient information accurately.
- Comfort learning and using multiple computer systems.
- Proficiency with email, internet-based systems, and Microsoft Office or Google Workspace.
- Ability to manage priorities and work independently while maintaining consistent follow-through.
- Reliable attendance and ability to work full-time in our Anchorage office.
Preferred Qualifications
- Experience with CPAP/PAP equipment, DME/HME, respiratory equipment, medical supplies, or healthcare customer service.
- Experience with insurance benefit verification and/or prior authorizations.
- Experience in telephone sales, customer retention, membership services, account management, appointment scheduling, or patient outreach.
- Experience using an electronic medical record, CRM, DME ordering platform, or call-center system.
- Familiarity with medical terminology and healthcare documentation.
- Previous healthcare experience is helpful but not required. Candidates with strong telephone communication, customer service, follow-up, and goal-achievement experience can be trained in CPAP products and DME processes.
Performance Expectations
Performance will be evaluated using a balanced set of measures, including:
- Patient outreach activity.
- Timely and consistent follow-up.
- Appropriate completed resupply orders.
- Documentation accuracy and completeness.
- Patient service and communication.
- Reliability, teamwork, and overall job performance.
Compensation and Benefits
- DOE
- 401(k).
- Paid time off.
- Monday–Friday work schedule.
- Training on CPAP products, insurance requirements, DME processes, and company systems.
- Opportunity to grow with a multi-location Alaska healthcare organization.
About Anchorage Sleep Center
Anchorage Sleep Center is a growing Alaska sleep medicine practice serving patients through six offices in Anchorage, Wasilla, Fairbanks, Juneau, Soldotna, and Homer.
Our team helps patients receive the equipment, education, follow-up support, and ongoing supplies they need to remain comfortable and successful with sleep therapy.
Pay: $21.00 - $29.00 per hour
Benefits:
Work Location: In person
