Appeals Support Specialist (Customer Service)

Euro Staffs; Richmond (VA); On-site; USD 28,000 - 39,000; Part time

Job summary

Department of Medical Assistance Services (DMAS) in Richmond, Virginia, is seeking a Customer Support Assistant to provide frontline support for the Appeals Division. You will handle phone lines, voicemail and email queries, and assist with mail and forms in a fast-paced environment.

The role is hourly/wage with an average of 29 hours per week and no health insurance or retirement benefits. You will work with AIMS, VaCMS, MES, and related systems, delivering respectful service and ensuring due

Qualifications

• Experience applying knowledge of programs, operations, and administrative policies in government settings.
• Experience using office equipment and software, including scanners.
• Experience planning and coordinating administrative and support services.
• Experience utilizing workflow tools, including for supply requisition.
• Proficiency with MS Office.
• Experience interpreting federal and state laws and regulations.
• Experience managing competing priorities and meeting deadlines.
• Experience with internal and external stakeholders.
• Experience in a fast-paced, call center environment.

Responsibilities

• Provide customer service support by answering the Appeals Division phone line.
• Monitor voicemail, emails, and return messages.
• Conduct monthly auto-attendant testing.
• Assist walk-in customers as needed.
• Process phone-based client appeal requests in AIMS.
• Process mail and mail appeal request forms.
• Use AIMS, VaCMS, MES, and related systems.
• Operate APEX CSI Log and Call Center tools as needed.
• Provide courteous, respectful service and ensure due process.

Skills

Customer service

Communication

Bilingual English/Spanish

Time management

Call center experience

Tools

MS Office

Scanners

AIMS

VaCMS

MES

Verizon BroadWorks

Job description

Department of Medical Assistance Services (DMAS) in Richmond, Virginia, is seeking a Customer Support Assistant to provide frontline support for the Appeals Division. You will handle phone lines, voicemail and email queries, and assist with mail and forms in a fast-paced environment.

The role is hourly/wage with an average of 29 hours per week and no health insurance or retirement benefits. You will work with AIMS, VaCMS, MES, and related systems, delivering respectful service and ensuring due