Customer Support Assistant

Customer Support Assistant

Job no: 5112872

Work type: Wage (Hourly)

Location: Richmond (City), Virginia

Categories: Health and Human Services

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:

Recruitment Type: General Public - G

Job Duties

The Department of Medical Assistance Services (DMAS) is excited to offer a competitive opportunity to serve as the Customer Support Assistant in the Appeals Division.


Job responsibilities will include, but are not limited to:

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:

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

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.

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

Competitive candidates should meet these additional considerations:

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

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 E-Verify Program.

The Department of Medical Assistance Services (DMAS) is an Executive Branch agency that will adhere to all policies and procedures, to include the Commonwealth's 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 Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's 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 View phone number on click.appcast.io, or DBVI at View phone number on click.appcast.io

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: View phone number on click.appcast.io

Email: View email address on click.appcast.io

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 View phone number on click.appcast.io.

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.

Advertised: 01 Oct 2026 Eastern Daylight Time

Applications close: 08 Oct 2026 Eastern Daylight Time

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