CPAP Guided Call Specialist

About Us

HireKayana is a talent agency that connects Filipino Remote Professionals with global companies that operate within real systems and value disciplined execution. These are long-term professional roles—not gig work. Our partners build structured teams where accountability, clear communication, and operational discipline matter.

Apply through the provided application form. Only candidates who submit their application via the attached form will be considered.

Application form: https://hirekayana.ph/

About the Role

We're looking for a patient-focused CPAP Guided Call Specialist to join a US-based respiratory care provider and support its CPAP resupply program. You'll proactively call existing CPAP patients who are eligible for replacement supplies, help them understand their eligibility, identify what they need, build the order, and collect payment.

This is a focused role: CPAP guided calls only. It is primarily outbound, consultative sales and patient engagement—listening first, educating patiently, and owning each patient's experience from the first call to delivery. You'll extend the team's phone coverage beyond US daytime hours, with a department trainer supporting you on internal workflows.

What You'll Do

Patient Outreach & Account Review

• Work assigned CPAP guided call worklists daily, making outbound calls to eligible patients and handling inbound calls from the same patients
• Reach patients who haven't responded to automated text, email, or phone outreach, using alternate numbers when needed, and leave professional voicemails
• Review each account before calling: insurance and benefits, order history, and replacement opportunities
• Confirm CMNs (certificates of medical necessity) and required documentation are current, flag accounts needing physician follow-up or renewal, and request missing documents from the physician directly rather than sending the patient to chase them

Patient Consultation, Orders & Payment

• Educate patients on recommended replacement schedules and available supplies: masks, cushions, tubing, filters, headgear, chambers, and related accessories
• Recommend supplies based on usage history, equipment needs, and machine usage data, and encourage participation in the resupply program
• Complete the guided call questionnaire and workflow: confirm identity, address, and equipment, build the order, check it for accuracy, and stage it for fulfillment
• Explain estimated financial responsibility, out-of-pocket costs, and deductibles, then obtain payment authorization and process payment through approved systems

Objection Handling & Follow-Up

• Address concerns about cost, necessity, or timing calmly, explain the benefit of replacing worn supplies, and offer alternative ordering options when a patient declines a full schedule
• Schedule future contact when a patient declines, follow outreach hold guidelines, and re-engage inactive patients

Systems, Documentation & Compliance

• Work accurately across several systems at once, including Brightree, with complete notes on every interaction, supply selection, and patient response
• Protect patient information and follow HIPAA, privacy, and security requirements
• Escalate clinical, billing, or complex coverage questions to the right person

What We're Looking For

Non-Negotiables

• Patient-facing experience in CPAP or sleep therapy
• Hands-on experience with Brightree
• HIPAA certification
• At least 1 year of outbound calling, inside sales, customer service, retention, or collections experience
• Clear, natural spoken English and strong written communication, with the patience to educate patients
• Able to explain pricing and collect payment over the phone accurately
• Comfortable reviewing insurance benefits
• Strong attention to detail in documentation and data entry
• Comfortable in a production-driven environment: most of the day on the phone, moving between several applications, and measured on productivity and call quality
• Consultative rather than pushy, and steady in repetitive work—the same quality on the last call of the day as the first
• Reliable internet, a quiet dedicated workspace, and availability for US Central Time evening hours

Preferred Qualifications

• Broader healthcare or DME (durable medical equipment) experience
• Medical sales or patient resupply program experience
• Prior experience working remotely with US-based healthcare teams

Benefits & Perks

• Weekly Pay: get paid every week, not every two weeks or every month
• 1-Year Travel Bonus: a milestone bonus we put toward a trip after your first full year with Kayana
• Year-End Bonus: annual recognition for the year you put in
• HMO Coverage: real health coverage for you
• Paid Time Off (PTO): real rest, not unpaid leave
• Paid US Federal Holidays: recognized days off aligned to your client's calendar