Customer Support Assistant

DHRM•Richmond, VA

7d•Hybrid

About The Position

The Department of Medical Assistance Services (DMAS) is excited to offer a competitive opportunity to serve as the Customer Support Assistant in the Appeals Division. This position reports to the Customer Service Supervisor and is limited to an average of 29 work hours per week. The business needs for this position will have in-office requirements to include but are not limited to processing incoming and outgoing Appeals Division mail and appeals request forms. The position you are applying for is an Hourly/Wage position. Hourly (wage) employees may not work more than an average of 29 hours a week and cannot exceed 1500 hours during their employment year. This position does not include health insurance, retirement or leave. Located in beautiful Central Virginia, the Richmond area puts you just 2 hours from the Blue Ridge Mountains, Virginia Beach and Washington DC. The Department of Medical Assistance Services (DMAS) is working to improve the health and well-being of Virginians through access to high quality health care coverage. DMAS wants talented individuals who can align their experience with the mission of the agency and its core values – service, collaboration, trust, problem solving and adaptability. At the Department of Medical Assistance Services (DMAS) we encourage and promote that you Come as you are | Become who you want to be | That is our promise.

Requirements

Experience applying knowledge of programs, operations, and administrative policies and procedures in a setting such as a law office, court system, or government agency.
Experience using office equipment and software, including scanners.
Experience planning and coordinating administrative and support services.
Experience utilizing workflow tools, including for supply requisition.
Considerable experience with technology, including MS Office.
Experience interpreting federal and state laws and regulations.
Experience in managing competing priorities and meeting deadlines.
Experience with internal and external stakeholders.
Experience in a fast-paced, call center environment.

Nice To Haves

Experience reading, writing, and communicating in English and in Spanish.

Responsibilities

Provide customer service support: answer the Appeals Division phone line; monitor all Appeals Division voicemail message emails and return voicemail messages; conduct monthly auto-attendant testing; assist walk-in customers, as needed; process over the phone client appeal requests in the Appeals Information Management System (AIMS), process verbal withdrawal requests.
Provide operations support: process incoming and outgoing Appeals Division mail and mail appeal request forms, as needed.
Utilize systems and databases: Appeals Information Management System (AIMS); APEX CSI Log, Verizon BroadWorks Call Center, Virginia Case Management System (VaCMS); and the Medicaid Enterprise System (MES).
Provide excellent customer service, treating everyone who interacts with the Division with respect and dignity; ensure every appellant receives full due process; support a collaborative and positive work environment; and produce a quality work product.