Customer Rep Associate II – Medical

Website Secretary of State Secretary of State

Secretary of State

Job Class Code: 6598
Grade: 13
Salary: $15.24 – $21.09 (all new hires start at step 1, $15.24, effective 12/1/21)
Opening: November 12, 2021

Closing: November 30, 2021

The Secretary of State, Bureau of Motor Vehicles is seeking candidates to fill a Customer Representative Associate II position in the Medical Unit of the Division of Driver License Services in Augusta, ME. The unit is responsible for determining the physicial, emotional and mental competence of persons who operate motor vehicles in compliance with established rules and standards used by the Secretary of State in processing approximately 31,000 medical reviews annually as well as approximatey 7,000 vision forms annually.  This position will provide quality customer service in order to assist in resolving questions and problems concerning state laws, services and agency policy and procedures via walk-in or telephone calls.  This position is directly responsible for processing incoming mail from customers and CR-24 medical forms and MVE-103 eye forms faxed from clinicans and has extensive contact with the public, both in-person and on the phone, as well as medical offices, to assure proper documentation is received and recorded timely and properly.  Responsibilities require independent decision-making on the appropriate processes to follow, information to process and actions to take in accordance with standard procedures. This position works under the direct supervision of the Medical Clerk IV and is required to work Monday through Friday from 8:00AM until 5:00PM.


Reviews, enters and processes CR-24’s, driver medical evaluation form and MVE-103 eye forms received from branch offices, physicians’ offices, mobile units and customers and ensures forms are completed prior to scanning.
Coordinate approved customer services and initiate requests for missing medical documents/information in order to provide all customers with the services necessary to obtain valid credentials and provide great customer service.
Schedules medical supervisor exams in accordance with Functional Ability Profile (FAP) Guidelines and sends out notices accordingly.
Creates/rescinds/restores suspensions and cancels driver licenses in accordance with laws, rules and regulations and sends out notifications to applicant/customer as appropriate.
Presents routine factual information to members of the public, physicians and eye care providers within the medical community.
Enter test results from the Driver License Supervisors exams and make appropriate additions and deletions to driving credentials.
Provides customer service to the public by providing routine explanations of requirements as it relates to the medical review process and answering routine questions.
Matches paperwork with existing files.
Organizes, records and maintains computerized and manual files.
Process offline credentials once required materials are received.
Responsible for scanning and verifying accurate medical info is applied to the correct record.

Knowledge of programs and resources that have a compliance or eligibility component.
Knowledge of Maine Motor Vehicle Statute Title 29-A.
Knowledge of query and research techniques.
Knowledge of medical terminology.
Ability to verify, code, compute and/or reconcile data on standard documents.
Ability to track documents for follow-up action.
Ability to effectively resolve problems.
Ability to assist customers and providers with reporting, eligibility and compliance requirements.
Ability to use independent judgment.
Ability to effectively present routine factual information to individual/groups.
Ability to identify and resolve work quality issues
Ability to communicate effectively both orally and in writing.

Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.  All new hires must successfully pass a National Criminal background check including fingerprinting.

All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I


The bi-weekly dollar values of some State-paid benefits for full-time employees include: $14.60 for dental insurance; 13.16% of employee’s pay towards retirement; and, depending on the employee’s annual pay, at least 85% ($412.23) of health insurance premiums (more information is available here). Participation in the Health Premium Credit Program can decrease the employee’s cost of health insurance by 5%. Health and Dental Insurance rates for part-time positions must be prorated.

For more information or questions, please visit our website:

Maine State Government is an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations to qualified individuals with disabilities upon request.


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