Title: Customer Service Specialist (Medical Review Services) - HOURLY/WAGE - Positions 03260, 03264,04244

State Role Title: Admin and Office Spec III

Hiring Range: $20.70-$23.80

Pay Band: 3

Agency: Department of Motor Vehicles

Location: Remote - After a 2 week in-person training (MEDICAL REVIEW WORK CENTER)

Agency Website: www.dmv.virginia.gov

Recruitment Type: State Employee Only - E

Job Duties

Remote work opportunity! These are hourly/wage positions without state benefits and is open to current state employees only. 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.

Wage positions are limited to no more than 1,500 hours per agency during the 12-month period of May 1 – April 30, regardless of the hire date. The wage employment period resets on May 1 of the following year. All wage employees are limited to working no more than 29 hours per week, on average, over the 12-month period.

Core 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.

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 (Microsoft Office, Databases)
•Demonstrated ability to understand and follow policies and procedures
•Ability to work additional hours 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 is preferred
•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.

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

All applicants for employment must consent to a driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s).

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 as well as years of experience in order 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.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disability Act. Contact 804-367-9728 for assistance.
Minorities, individuals with disabilities, Veterans, and people with National Service experience are encouraged to apply. EEO/AA/TT

Contact Information

Name: DMV Employment

Phone: 804-367-0528

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.