Customer Service Supervisor (Medical Review Services)

Title: Customer Service Supervisor (Medical Review Services)

State Role Title: Prog Admin Specialist I

Hiring Range: Commensurate with experience, up to $62,000

Pay Band: 4

Agency: Department of Motor Vehicles

Location:Richmond VA

Agency Website:www.dmv.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Motor Vehicle's (DMV) Medical Review Services (MRS) Unit is hiring a Customer Service Supervisor to direct the activities of the administrative functions of the MRS work center. The supervisor is responsible for monitoring and evaluating staff performance, conducting/supervising the training of staff employees, handling non-routine customer/business issues and other related work center functions.

Responsibilities Include:
• Oversight of the Medical Help Desk and MRS administrative staff
• Ensuring documentation received into MRS is properly scanned, indexed, and recorded in DMV's OnBase database
• Ensuring the ultimate customer service to all internal/external customers
• Corresponding, as necessary, to all internal/external customers in a manner that is accurate, grammatically correct, and in a customer friendly manner
• Maintaining all work center related records accurately and providing all updates as required in a timely manner

This position is eligible for a hybrid office/telework schedule (3 days in office, 2 day telework).

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,DMVserves many businesses, including dealers, fuel tax customers, rental companies, driving schools, other state agencies, local governments, and non-profit organizations.DMVoperates 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

• Experience in a supervisory or leadership role
• Prior call center experience
• Experience using computers and related software applications
• Demonstrated ability to communicate effectively verbally and in writing
• Demonstrated ability to organize and train employees in their work, prepare statistical reports, and interpret, explain, and apply a variety or rules, regulations, and standards
• Demonstrate ability to work under pressure in a complex environment and interact with various levels of staff and the public
• Considerable knowledge of medical terminology
• Experience working in a medical setting and communicating to customers information regarding medical information (e.g. utilization review, quality assurance, medical review determination)
• Considerable work experience with telecommunications

Additional Considerations

• Experience in an administrative or clerical role in a medical setting
• Experience in interpreting/applying Motor Vehicle or other statutory provisions

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.

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 letters, etc., in any other format. When applying for jobs, please ensure your online application or resume is complete with duties and skills associated with your work experience and years of experience to properly assess your skills in the screening process. Candidates are evaluated based on information provided in the application materials. Missing information cannot be assumed.

Contact Information

Name: DMV Employment

Phone: (804) 997-3020

Email: employment@dmv.virginia.gov

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.

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.