Customer Support Assistant at Euro Staffs

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

Job Details

Position: Customer Support Assistant
Department: Department of Medical Assistance Services (DMAS)
Location: Richmond, VA, United States
Contract: Hourly/Wage
Salary: $20.40 - $28.00 per hour
Applicable pay band: UG

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)
• 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
• 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.

Eligibility and Inclusion

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.

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 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 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.

Service-Connected Veterans may apply via the AHP if they also provide an AHP Letter.

Contact Information

Name: DMAS Talent Acquisition
Phone: 804 - 225 - 4407
Email: [e-mail]