Customer Service Supervisor

Title: Customer Service Supervisor

State Role Title: Gen Admin Supv II/Coord II

Hiring Range: $79,624 - $84,496

Pay Band: 5

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

The Department of Medical Assistance Services (DMAS) is excited to offer a competitive opportunity to serve as the Customer Service Supervisor in the Appeals Unit.

Job responsibilities will include, but are not limited to:

Motivate and manage a team of customer service support assistants within the Appeals Division to efficiently and effectively answer incoming phone calls and return voicemails.

Direct the activities of the Customer Service Team, while providing hands on support to manage the team’s workload and ensure quality output.

Ensure team members are trained and continuously growing in their skills.

Support the sustainment of a culture of teamwork and high expectations for employees.

Work collaboratively with other leaders in the Appeals Division to ensure continuity of operations and continuously improve processes and procedures.

Provide leadership for the CSI team in the CSI Manager's absence, including preparing weekly reports and presenting at the weekly Leadership Team meeting, as needed.

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.

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

Competitive candidates will meet these minimum qualifications:

Considerable experience planning and coordinating administrative and support services, with a focus on customer service.

Considerable experience gathering facts, analyzing findings, reaching logical conclusions, and recommending solutions.

Considerable 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 directing the work of others to meet established time frames.

Considerable experience with technology, including MS Office, call centers, and case management systems.

Experience interpreting and applying federal and state laws and regulations.

Considerable experience managing competing priorities and meeting deadlines.

Considerable experience with internal and external stakeholders.

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 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 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 sub