Appeals Support Assistant

Appeals Support Assistant

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 messages and 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.

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.

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.