Title: Office Services Specialist - DS

State Role Title: Direct Service Associate II

Hiring Range: $36,071.00 - $37,382.75

Pay Band: 2

Agency: Virginia Department of Health

Location: Fredericksburg Benefits Office

Agency Website: https://www.vdh.virginia.gov/rappahannock/

Recruitment Type: General Public - G

Job Duties

Utilizing established policies and procedures, provides program and office support to a work unit including general office and administrative support. Characteristic duties may include: routine office and administrative responsibilities, scheduling meetings, data entry, routine transactions, preparing correspondence, maintaining records, ordering supplies, and answering questions regarding program services offered. The incumbent typically serves as the first point of contact for a program or work unit and directs inquiries to the appropriate office, division, or resource, and explains established procedures and practices. May be responsible for maintaining timesheets and entering time/leave taken into timekeeping/payroll system for assigned program area.

A. Performance Management (for employees who supervise others)
• Serves in a managerial/supervisory capacity to conduct performance management activities and ensure onboarding/offboarding and training for staff
• Establishes and reviews work assignments and priorities and implements performance improvement strategies and/or problem resolution for related issues, in conjunction with program management and Human Resource staff
• Ensures relevant training and workplace safety for staff
• Conducts required performance monitoring and appraisals, establishes clear performance expectations, addresses deficiencies in a timely manner, and documents underperformance in accordance with state guidelines
• Supports employee growth through regular feedback, coaching, and professional development opportunities
B. Administrative Support
• Performs routine office and administrative duties
• Responds to inquiries and requests for information
• May order supplies for office and maintain standard office supplies for assigned program or work unit
• May coordinate and schedule meetings; record and transcribe meeting minutes
• Prepares reports as requested
• Provides administrative and fiscal support for Every Woman’s Life (EWL), Newcomer Health, TB, and other clinical programs.
• Assists with accounts receivable processes including claim tracking, reconciliation, and follow-up on outstanding balances.
• Coordinates billing documentation for medical imaging, LabCorp, and Quest to ensure timely submission and payment processing.
• Verifies insurance eligibility and benefits prior to appointments.
• Maintains tracking logs for laboratory services, imaging services, and specialty referrals to support reimbursement and compliance.
• Supports clinic staff with data entry related to services rendered and billing documentation.
C. Office Correspondence
• Prepares routine correspondence
• Communicates office updates and important dates to assigned program areas or work unit
• May route incoming mail/receipts/documents to appropriate staff/work units
• Communicates with insurance companies, laboratory vendors, and imaging providers regarding claims, denials, and payment status.
• Drafts and sends billing related correspondence including requests for additional information, claim corrections, and payment follow-ups.
• Contacts patients as needed regarding insurance eligibility, outstanding balances, or required documentation.
• Routes billing discrepancies and compliance concerns to appropriate program staff or supervisors.
D. Customer Service
• Provides quality customer service
• Responds to requests and questions regarding program services offered in a courteous, professional, and timely manner
• Provides courteous assistance to patients regarding insurance coverage, program eligibility, and billing questions.
• May assist patients in completing financial screening and collection of required documents.
• Maintains confidentiality in accordance with HIPAA and agency policy when handling billing and insurance information.
E. Records Maintenance
• Ensures files and forms are completed accurately
• Audits records for completeness, accuracy and compliance with established records maintenance guidance and procedures
• Develops and maintains office filing system • Maintains accurate financial and billing records for EWL, Newcomer Health, TB, Medical Imaging, and Laboratory services.
• Reconciles payments received with services rendered.
• Identifies billing trends or recurring denial issues and reports findings to supervisor.
· Participates in required emergency preparedness drills and training
· Successfully transitions to alternate work sites or telework during closures or emergency events.
· Maintains current emergency contact and deployment information.
· Completes training requirements for emergency response roles within required timeframe.




The Virginia Department of Health offers 12 paid holidays, medical, dental, vision and life insurance, retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan) as well as sick, family/personal, and annual leave.

Minimum Qualifications

• General knowledge of office principles and practices
• Working knowledge of word processing and spreadsheet software applications
• Ability to interpret and follow established procedures and guidelines
• Ability to communicate effectively with internal and external customers, verbally and in writing
• Considerable skill in the operation of standard office equipment

Additional Considerations

N/A

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.

VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered.

Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history which indicates your qualifications for this position.

Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.

It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted
without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.

If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.

As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!
Supplemental Questions: You may be required to respond to position-specific questions at the end of this application. This information will help us evaluate your credentials and qualifications for the job. Failure to respond to any questions may disqualify you from further consideration.

Contact Information

Name: Michelle McKinney

Phone: 540-322-5878

Email: Michelle.McKinney@vdh.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.