Appeals Support Specialist (Part-Time)

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

Job summary

DMAS is seeking a Customer Support Assistant in the Appeals Division in Richmond, VA. The role supports the Appeals line, answers voicemails, processes requests in AIMS, and handles mail and forms.

You will work with AIMS, VaCMS, MES, and call center tools, delivering courteous service and ensuring due process within a 29-hour weekly schedule. Located in Central Virginia, this position emphasizes teamwork, reliability, and adaptable support across systems to assist appellants and colleagues

Qualifications

• Experience applying knowledge of programs, operations, and administrative policies and procedures in a government setting.
• 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.

Responsibilities

• Provide customer service support: answer the Appeals Division phone line and manage voicemails, emails, and messages.
• Provide operations support: process mail and forms for the Appeals Division.
• Utilize systems: AIMS, APEX CSI Log, VaCMS, MES, and related call center tools.
• Maintain respectful, inclusive service ensuring due process and quality work product.
• Report to the Customer Service Supervisor and support a collaborative team environment.

Skills

MS Office

Call center experience

Administrative support

Bilingual English/Spanish

Tools

AIMS

APEX CSI Log

Verizon BroadWorks Call Center

VaCMS

MES

Job description

DMAS is seeking a Customer Support Assistant in the Appeals Division in Richmond, VA. The role supports the Appeals line, answers voicemails, processes requests in AIMS, and handles mail and forms.

You will work with AIMS, VaCMS, MES, and call center tools, delivering courteous service and ensuring due process within a 29-hour weekly schedule. Located in Central Virginia, this position emphasizes teamwork, reliability, and adaptable support across systems to assist appellants and colleagues