Customer Service Specialist (Medical Review Services) #00415

Title: Customer Service Specialist (Medical Review Services) #00415

State Role Title: Admin and Office Spec III

Hiring Range: Starting at $43,050

Pay Band: 3

Agency: Department of Motor Vehicles

Location: Richmond, VA (Remote)

Agency Website: www.dmv.virginia.gov

Recruitment Type: General Public - G

Job Duties

Remote work opportunity!

The Virginia Department of Motor Vehicle’s (DMV) Medical Review Services (MRS) Unit is hiring multiple Customer Service Specialists who will be responsible for reviewing and evaluating medical information, and communicating requirements to MRS customers regarding their MRS orders via phone or writing. In this position, you will help MRS customers understand the requirements and what documents are needed, based on state and federal laws and regulations, for a driver’s license, commercial driver’s license (CDL), a bioptic-telescopic (BTL) lens certification, CDL disability waiver, or CDL hazardous materials variance.

Responsibilities Include:
• Respond to calls/inquiries from DMV’s Customer Service Centers (CSCs) and Customer Contact Center (CCC) personnel, customers, physicians, attorneys, and courts pertaining to the status or evaluation of medical cases in accordance with agency and work center appropriate statutes, policies and procedures
• Index manual documents/faxes/certified mail to customer records as assigned
• Record all notes into customer's 'nurses notes' file in the OnBase system

Initial training for these positions will be completed in-person during the first 2 weeks of employment. After training has been completed, the incumbent will transition to 100% remote work.

Customer Service Specialists may be required to come into the office for additional training as needed.

The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, Virginia, serves approximately 6.2 million licensed drivers and ID card holders with over 8.4 million registered vehicles. In addition, DMV serves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations. DMV operates upon five fundamental core values: Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT). We don’t just talk about our core values. We live them!

Minimum Qualifications

• Considerable knowledge of medical terminology
• Experience working in a medical setting, evaluating and communicating requirements regarding medical information
• Experience providing customer service
• Experience operating a computer
• Demonstrated ability to understand and follow policies and procedures
• Ability to work overtime and some Saturdays as needed based on the needs of the work center

Additional Considerations

• Currently licensed or certified and practicing as a medical technologist, or have been certified and practicing within the last 5 years
• Prior call center experience

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.

Please note: This position works from home and must be able to troubleshoot any technical/connectivity issues they experience. If connectivity isn't established after 30 minutes, the Representative must report to a Virginia DMV Contact Center, to be determined by their supervisor within 45 minutes. The ability to report to a Hub within 45 minutes is a job requirement for home-based employees.

Applicants will be REQURIED to submit an internet speed test with download speed of 10MB or higher, an upload speed of 10MB or higher and maximum latency of 75ms.

Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify.

All applicants for employment must consent to a background check. Selected candidates must consent to a fingerprint-based criminal history check, driver record check, and background investigation, if applicable.

As a condition of employment, the DMV will be alerted of any convictions for moving violations, including license suspension.

Submission of an online application is required. DMV does not accept applications, resumes, cover lette