Customer Support Assistant

Commonwealth of VA Careers; Richmond (VA); On-site; USD 28,000 - 39,000; Full time

Job summary

Department of Medical Assistance Services (DMAS) in Virginia is seeking a Customer Support Assistant to provide frontline customer service and operational support for the Appeals Division. The role handles calls, mail, and form processing, using systems such as AIMS, VaCMS, MES, and related tools.

The position emphasizes accurate, respectful communication, adherence to due process, and collaboration within a team led by the Customer Service Supervisor.

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 supply requisition.
• Experience with technology, including 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: answer the Appeals Division phone line; monitor voicemail; return messages; assist walk-in customers; process phone appeals in AIMS and verbal withdrawals.
• Provide operations support: process incoming/outgoing Appeals Division mail and forms.
• Utilize systems and databases: AIMS, APEX CSI Log, BroadWorks Call Center, VaCMS, MES.
• Provide excellent customer service, ensuring due process and a respectful, collaborative environment.
• Report to the Customer Service Supervisor; support office needs and maintain quality work products.

Skills

Administrative experience

Call center experience

Stakeholder management

Time management

English proficiency

Tools

MS Office

AIMS

VaCMS

MES

APEX CSI Log

Verizon BroadWorks Call Center

Job description

Title: Customer Support Assistant

State Role Title: Gen Admin Supv I/Coord I

Hiring Range: $20.40 - $28.00

Pay Band: UG

Agency: Dept of Med Assistance Svcs

Location: Dept of Medical Asst Services

Agency Website: www.dmas.virginia.gov

Recruitment Type: General Public - G

Job Duties

• 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.


• This position reports to the Customer Service Supervisor.


• This position 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. To learn more about the Richmond, VA area visit: https://www.virginia.org/


• 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.

Minimum Qualifications

• 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.

Additional Considerations

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

The Department of Medical Assistance Services practices fair and equal employment opportunity to all employees and applicants in accordance with applicable laws and regulations. It is our policy to prohibit discrimination on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, political affiliation, genetics, or disability in the recruitment, selection, and hiring of its workforce.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternate Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155.

From July 1, 2026, through January 21, 2029, applicants who were involuntarily separated from employment with the Federal Government on or after January 1, 2025, due to a reduction in force, budget reduction, or workforce restructuring initiative may be eligible for HB494 Federal Employee Priority Consideration. Applicants seeking HB494 Federal Employee Priority Consideration must identify themselves within the state application process and provide supporting documentation, including a Standard Form 50 (SF-50), verifying their eligibility.

The Department of Medical Assistance Services is a V3 certified state agency that provides hiring preference to veterans and members of the reserves and/or National Guard in support of executive order 29, (2010). If you are a Veteran or Spouse of a Veteran or Active Military Member, DMAS encourages you to apply and respond accordingly on your state application.

Contact Information

Name: DMAS Talent Acquisition

Phone: 804 - 225 - 4407

Email: [e-mail]

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.