Agrace is a nonprofit, community health care organization that is nationally recognized as a leader in the hospice industry. Well known for end-of-life care, Agrace also serves people across southern Wisconsin who are aging, seriously ill or grieving.

Agrace has a strong culture of employee engagement. In 2023, Agrace was named the #1 Top Workplace by the Wisconsin State Journal and Energage, and #79 of the top 100 companies in the country among those with an employee base of 500 to 999 workers!

WHO YOU'LL WORK WITH (AND WHAT THEY HAVE TO SAY)

Our DME employees help support not only the families and patients out in the community, but our staff out in the field as well.

"I feel like I am doing something for the community, feel proud to work at Agrace, and I think the community looks up to us and the work we do as well. I have so much respect for our staff in the field." - Current DME employee

HOW YOU’LL MAKE A DIFFERENCE IN THIS ROLE (ESSENTIAL FUNCTIONS)

The DME Support Coordinator position is responsible for serving as the first point of contact for internal and external customers for Agrace Durable Medical Equipment (DME). This position creates and maintains order schedules, dispatches technician routes, and assists with warehouse operations. This position also involves frequent collaboration with Agrace staff to assess and meet patient needs while ensuring the highest quality of customer service.

Client Customer Service

• Serve as the first point of contact for all patients, families, and community partners about ordering, pick-up, and delivery of Agrace owned DME.
• Ensure customer satisfaction by seeking customer feedback and implementing best practices in service excellence.
• Mitigate issues with DME by problem solving via phone or written communication with Agrace patients/clients.
• Assist in the creation and tracking of daily delivery routes to meet customer needs and expectations.
• Serve as administrator for DME Ordering Portal.

DME Program Support

• Assist with training for DME related software and customer service standards to technicians.
• Create and maintain order schedules.
• Dispatch technician routes.
• Assist technicians with troubleshooting in the field, and escalating issues to a manager, as necessary.
• Work with Homecare staff to determine the acuity of patient need and determine appropriate equipment.
• Gather data and reports

Other Duties

• Assist with warehouse operations as needed.
• Assist Manager in maintaining par levels of core items at storage locations.
• Research and request supplies as needed to meet both warehouse and patient needs.
• Participate in internal work groups, meetings, and committees relative to position responsibilities

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• High school diploma or GED or equivalent combination of education and work experience
• Previous experience coordinating and scheduling field staff
• Valid driver’s license, auto insurance, and access to a reliable vehicle

• Intermediate Microsoft Office Suite skills
• Ability to work effectively and cooperatively with colleagues and customers
• Experience using order scheduling, dispatching, and routing software (e.g. Brightree, Qualis)
• Ability to communicate effectively
• Ability to be flexible in time and task to meet organizational needs
• Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property
• Ability to work at various Agrace locations
• Ability to use proper body mechanics and standard precautions

Don’t meet these qualifications as written? We would still love to talk about roles at Agrace: Join Here

At Agrace we are strengthened by the diverse experiences, cultures and traditions of our staff, patients, and clients.

Together, we pursue a vision of equity—in which every Agrace staff member is treated fairly, and every patient and client experiences the respectful, individualized care they need and deserve.

We foster a culture of belonging and inclusion that celebrates people’s uniqueness and leads to meaningful, empathetic connections.

Agrace HospiceCare is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.