New Hire Onboarding • Lesson 1 of 6
Welcome to
Easy Breathe
Easy Breathe
Who we are, what we do, and where you fit in.
What You'll Learn
- What sleep apnea is and why treatment matters
- What CPAP therapy does — the machine, mask, and supplies
- What Easy Breathe does and how the business works
- The flywheel — from lead to loyal customer
- The leadership team and where you fit
- How to talk to customers the right way
What is Sleep Apnea?
Before you sell supplies, understand the problem they solve.
The Airway Collapses During Sleep
Sleep apnea is a condition where the throat muscles relax and the airway repeatedly closes during sleep — sometimes hundreds of times a night.
The brain senses the drop in oxygen, jolts the body awake just enough to breathe again — then the cycle repeats. The person rarely knows it's happening.
30M
Americans have sleep apnea.
Most of them don't know it yet.
Most of them don't know it yet.
Untreated, It's Serious
3×
Heart Attack Risk
Oxygen deprivation stresses the cardiovascular system every night
4×
Stroke Risk
Chronic oxygen drops raise blood pressure and clotting risk
Also linked to:
Type 2 diabetes • Depression
Weight gain • Memory loss
Car accidents from fatigue
Weight gain • Memory loss
Car accidents from fatigue
The Good News
Sleep apnea is highly treatable.
CPAP works.
CPAP works.
When people use their equipment consistently, symptoms often disappear completely.
The Problem We Solve
Getting CPAP supplies is confusing.
Navigating insurance is a headache.
People give up on therapy.
That's exactly where Easy Breathe comes in.
What is CPAP?
The therapy behind every order you take.
Continuous Positive
Airway Pressure
Airway Pressure
A small machine on the nightstand delivers a gentle, steady stream of pressurized air through a hose and mask. That air pressure acts like a splint — it holds the airway open so the patient breathes normally all night.
No surgery. No pills. Just equipment and consistency.
The Three Parts of CPAP
The Machine
Generates the air pressure. Sits on the nightstand. Plugs into the wall.
The Mask
Fits over the nose, mouth, or both. Multiple styles — we'll cover these in Lesson 2.
The Supplies
Tubing, filters, water chamber, mask cushion. Wear out regularly — and that's our business.
That replacement cycle — every 90 days — is the core of Easy Breathe's business model.
Why Supplies Need Replacing
- Every 1–3 moCushions — touches the skin, degrades from oils and wear
- Every 1–3 moFilters — collects dust and allergens from room air
- Every 3 moTubing — connects machine to mask, develops micro-cracks
- Every 3 moFull mask — complete mask replacement (new cushion, frame, headgear)
- Every 6 moWater chamber — humidifier component, mineral buildup
Insurance covers this schedule. Customers don't need to track it — we do.
What Easy Breathe Does
We remove every obstacle between the patient and their therapy.
The mission
"We make it easy for people
to get their CPAP supplies."
to get their CPAP supplies."
That simplicity is the product.
What We Handle — End to End
1
Connect
Rep calls, builds rapport
2
Verify
Check insurance or offer cash pricing
3
Select
Right supplies for this customer
4
Order
Place it & ship to their door
5
Follow Up
Bill insurance or confirm payment, 90-day reorder
This flow covers both insurance and cash customers. Some pay nothing out of pocket through insurance. Others buy direct at competitive prices. Either way — we handle it end to end.
The Company
- FoundedFebruary 2011 by Nick Weiss
- Experience15+ years in CPAP supply delivery
- HQWilshire Blvd, Brentwood, Los Angeles
- WarehouseValencia — the "Anza" facility
- Call CenterAnza — where the phone reps (that's you) work
- CategoryDME Provider — Durable Medical Equipment
- DifferentiatorThe only online CPAP company that truly works with insurance
How the Business Works — The Flywheel
①
Acquire
Lead fills out form online
②
Call
Rep calls, verifies, orders
③
Fulfill
Ship to their door
④
Collect
Insurance payment or cash at checkout
⑤
Reorder
Every 90 days, repeat
More customers → more reorders → more revenue → more acquisition. You power step 2.
The Team
The people you'll be working with
Leadership
Nick Weiss — CEO & Founder
Built the company. Sets strategy, drives growth, watches every number.
Jocelyn Weiss — CFO & General Counsel
All things HR, accounting, payroll, and finance. The legal and financial backbone of the company.
Bob Moeller — VP Sales & Service
Your coach on the phone floor. Owns rep training, team culture, and daily execution.
Matt Deadrick — VP Operations
Runs all systems — Salesforce, billing, claims, technology. The engine behind everything you'll use.
Von Lyn Lee — VP Digital
Manages marketing, campaigns, and the digital presence that generates the leads you'll be calling.
Anthony Garibay — Ops Manager
Day-to-day billing and collections. Manages queues and the workflow that keeps orders moving.
You are the voice
of Easy Breathe.
of Easy Breathe.
When a customer answers the phone, you are the company to them. That's not a small thing — it's the whole thing.
Your call is often the first time someone believes they can actually get their equipment.
What Makes a Great Rep
Genuine
Customers can tell instantly when you actually care. You can't fake it — so don't try. Care.
Efficient
Every call is an opportunity. Respect the customer's time and your own pipeline.
A Good Listener
The customer will tell you exactly what they need. Your job is to hear it.
Process-Driven
The systems — Salesforce, Five9, the call flow — work when you use them right.
Patient
Many customers are elderly or confused about their benefits. Guide them calmly.
Speak Their Language
Customers don't know the clinical terms — and they don't need to. Meet them where they are.
They say "nose thing"
✕Not "nasal cushion"
They say "hose"
✕Not "tubing"
They say "the machine"
✕Not "PAP device"
They say "water thing"
✕Not "humidifier chamber"
Key Terms to Know
- Say "customer"Never "patient" — we're a service company, not a medical practice
- "Easy Breathe"Two words. Always. Not "EasyBreathe" or "EB"
- Reorder windowInsurance allows new supplies every 90 days — we track it for them
- Travel CPAPsAirMini and travel devices = always cash. Insurance never covers them.
- DMEDurable Medical Equipment — the insurance category we bill under
#1 Conversion Trigger
"There's no cost
to you."
to you."
When insurance covers it — and it usually does — lead with this. It changes the entire conversation.
This Work Matters
Every order you place means someone sleeps better tonight. Their partner sleeps better. Their health improves. Their life is measurably better because you made a phone call.
Great work — Lesson 1 complete.
- Quick quiz to lock in the basics
- Then Lesson 2: Products & Equipment
- You'll learn everything customers ask about
Up next → Lesson 2 of 6