Case Navigator

Job Title

We are seeking a detail-oriented and service-driven professional to support customer amendment services within the Bureau of Vital Statistics (BVS).

Job Description

In this role, you will serve as a key point of contact for customers navigating complex amendment processes, ensuring a high standard of customer care grounded in respect, empathy, and accountability. You will also play a critical operational role by reviewing applications, maintaining compliance with policies, supporting financial and security procedures, and contributing to process improvements. This position is essential to maintaining continuity of operations during emergencies and advancing the agency's mission to provide accurate and timely vital records services.

Duties:

• Serve as a primary point of contact for customers, funeral directors, healthcare facilities, government agencies, and internal staff seeking assistance with vital records services, records requests, and case-related inquiries.
• Provide customer service and case navigation support by researching issues, coordinating with internal units, and assisting customers in resolving complex birth and death record matters.
• Support Burial Desk operations by assisting funeral directors and stakeholders with death registration, burial permit inquiries, and time-sensitive disposition-related requests.
• Monitor, track, and follow up on customer inquiries, service requests, and escalated cases to ensure timely resolution and continuity of operations.
• Assist with records retrieval, document processing, data entry, and related administrative activities supporting Office of Vital Records operations.
• Retrieve, organize, index, and maintain vital records and supporting documentation in accordance with established records management policies and procedures.
• Assist with the secure storage, transfer, tracking, and disposition of records and archived materials, ensuring the integrity and confidentiality of official records.
• Support records digitization, inventory, quality assurance, and records modernization initiatives designed to improve accessibility, preservation, and operational efficiency.
• Maintain accurate records of work performed, customer interactions, case activity, and operational metrics, and assist with the preparation of reports and status updates.
• Support process improvement initiatives, system enhancements, testing activities, and special projects designed to improve customer service, operational efficiency, and service delivery.
• Ensure compliance with confidentiality, privacy, security, records retention, and records management requirements when handling sensitive information and official records.
• Participate in quality assurance, training, emergency preparedness, and continuity of operations activities as needed.
• Perform other duties and special projects as assigned.

Compliance & Administrative Support

• Maintain accurate records of completed work and operational activities.
• Assist with preparation of reports, inventories, and status updates.
• Participate in required agency trainings and quality assurance activities.
• Support continuity of operations and emergency response efforts as needed.

Preferred Qualifications:

• Experience in records management, document control, archives, administrative support, customer service, or case management.
• Strong written and verbal communication skills.
• Strong organizational skills and exceptional attention to detail.
• Experience reviewing documents for accuracy and completeness.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
• Experience working with electronic document management systems is preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to speak Spanish or another language in addition to English is a plus.

Qualifications:

• Strong written and verbal communication skills, with the ability to explain complex processes clearly in plain language
• Experience in customer service, case management, or a public-facing administrative role requiring professionalism and attention to detail
• Demonstrated ability to review documents for accuracy, identify issues, and follow through to resolution
• Experience applying policies, procedures, or regulations to make informed decisions
• Ability to speak Spanish or a second language is a plus.

Why Join Us

• Directly contribute to advancing public health in New York City and setting best practices globally through innovative data products.
• Lead the transformative integration of modern data practices with epidemiology and health informatics to define the next era of timely and effective public health strategies.
• Be part of a mission-focused organization that is one of the largest public health agencies in the world, serving 8.5 million New Yorkers from diverse ethnic and cultural backgrounds and dedicated to improving their health and wellbeing.
• Enjoy a supportive work environment that values diversity, innovation, learning, and professional growth.

Benefits:

• Generous Paid Time Off and Holidays.
• An attractive and comprehensive benefits package including Medical, Dental and Vision.
• Flexible Spending Accounts and Commuter Benefits.
• Company Paid Life Insurance and Disability Coverage.
• 403 (b) + employer matching and discretionary company contributions.
• College Savings Plan.
• Ongoing training and continuous opportunities for professional growth and development.

Additional Information:

• This is a temporary grant-funded position.
• This individual must reside in the tri-state area (NY, NJ, CT) by their confirmed start date.
• Preference may be given to individuals residing in New York City (5 boroughs) or surrounding New York State counties.
• This individual will be expected to work non-business hours during emergencies.

At PHS, we place immense value on diversity within our teams, understanding that varied backgrounds and experiences significantly enhance our community and propel us toward our goals. If you find you don't have experience in all the areas listed above, we still encourage you to apply and share your background and experiences in your application. We are eager to discover how your unique perspective can bring positive transformations to our team and help advance our mission of creating healthier, more equitable communities.

We look forward to learning more about you!

PHS is proud to be an equal opportunity employer and encourages applications from women, people of color, persons with disabilities, LGBTQIA+ individuals, and veterans.

Public Health Solutions (NYC)