Appeals Support Assistant

Title : Appeals Support Assistant

State Role Title : Gen Admin Supv I / Coord I

Hiring Range : $58434 - $62187

Pay Band : 4

Agency : Dept of Med Assistance Svcs

Location : Dept of Medical Asst Services

Agency Website :

Recruitment Type : General Public - G

Job Duties

The Department of Medical Assistance Services (DMAS) is excited to offer a competitive opportunity to serve as an Appeals Support Assistant. The selected competitive candidate will provide exceptional delivery of services to the Appeals Division.

Job responsibilities will include but are not limited to :

Provide customer service support for the Appeals Division. Answer the Appeals Division phone line; assist callers; monitor all Appeals Division voicemail message emails and return voicemail messages; conduct monthly auto-attendant testing; assist walk-in customers; process over the phone client appeal requests in the Appeals Information Management System (AIMS); and support the Appeals Division as needed with administrative tasks.

Utilize systems and databases including : Broadworks Call Center; APEX Appeals Division Customer Service Log; Appeals Information Management System (AIMS); Virginia Case Management System (VaCMS); and 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 directly to the Customer Service Supervisor.

The business needs for this position may be completed virtually.

As an employee of DMAS you are entitled to the many comprehensive benefits the Commonwealth has to offer. This includes health benefits 12 paid holidays paid leave flexible work schedules & retirement plans. For more specific details please visit 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 : 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

Competitive candidates will meet these 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.

Considerable experience using office equipment and software such as case management systems.

Experience planning and coordinating administrative and support services.

Experience gathering facts analyzing findings reaching logical conclusions and recommending solutions.

Considerable experience with technology including MS Office.

Experience interpreting federal and state laws and regulations.

Experience in managing competing priorities and meeting deadlines in a fast-paced environment.

Experience with internal and external stakeholders.

Experience providing customer service support in a call center environment.

Additional Considerations

There are no additional considerations for this position.

Special Instructions

You will be provided a confirmation of receipt when your application and / or résumé is submitted successfully. Please refer to Your Application in your account to check the status of your application for this position.

The Virginia Department of Medical Assistance Services (DMAS) does not offer employment-based Sponsorship. Selected candidates will have their work authorization completed using the EVerify Program.

The Department of Medical Assistance Services (DMAS) is an Executive Branch agency that will adhere to all policies and procedures to include the Commonwealths Department of Human Resource Management Policy 1.61 Teleworking. This position could be expected to work in the office as driven by business needs.

Telework arrangements are a privilege and may be rescinded at any time based on performance and / or business need. The agency reserves the right to modify or terminate a telework arrangement provided that reasonable notice is given to the employee.

This position requires a fingerprint based Criminal History Background Check Education Checks if applicable Work History Verification with references.

If you wish to apply for a job with the Department of Medical Assistance Services an application and / or resume for employment must be submitted electronically through this website. Mailed faxed emailed or hand-delivered applications / resumes will not be accepted. Consideration for an interview is based solely on the relevant information presented in the state application and / or resume submitted before the closing date.

Applications and / or resumes should include relevant work history which indicates your qualifications for this position.

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 Commonwealths commitment to inclusion we are encouraging individuals with disabilities to apply through the Commonwealths 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 may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter use this link : or call DARS at or DBVI at

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 : Email :

In support of the Commonwealths 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 .

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.

Key Skills

Gems Jewellery,Flight Operations,Logistics & Administration,Analysis,Claims Investigation

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 58434 - 62187