Case Navigator

Job Description

Job Description

Company Overview:

With an annual budget of $2.3 billion and more than 7,000 employees throughout the five boroughs, the New York City Department of Health and Mental Hygiene (NYC DOHMH) is one of the largest public health agencies in the world, serving 8 million New Yorkers from diverse ethnic and cultural backgrounds. We're tackling a broad range of public health issues with innovative policies and programs and getting exceptional results, but our work is never finished. The breadth of our innovative programs provides the widest range of choices for every member of our team.     

The Center for Population Health Data Science (CPHDS)- launched in October of 2023- aims to catalyze critical data modernization work and enable the agency to make progress toward linking public health, healthcare, and social service for timely and effective public action. We are working towards making these data more accessible, timely, equitable, meaningfully usable, and protected – and actively used to protect and promote the health and well-being of New Yorkers. We aim to strengthen agency-wide data capabilities by empowering our workforce, enhancing intra- and inter-agency data sharing, and using modern technology to yield trusted and integrated data and insights. A real-time and comprehensive view of city needs is needed to enhance public health actions and improve health outcomes for the most vulnerable New Yorkers.

The selected candidate will be an employee of Public Health Solutions, a nonprofit organization which is the fiscal and administrative manager of the grant but will be supervised by DOHMH. 

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

Customer Service & Case Navigation

• Process customer requests that are submitted online, by mail and in person.
• Provide exceptional customer service consistent with agency values of respect, trust, empathy, and accountability.
• Serve as a case navigator for customers seeking birth and death certificates through in-person, mail, phone, and online channels.
• Explain application requirements, eligibility criteria, fees, identification requirements, and processing timelines.
• Assist customers in resolving application issues
• Respond to customer inquiries, escalations, and complaints in a professional, timely, and courteous manner.
• Communicate with customers through written correspondence using clear and accessible language.
• Assist customers in public-facing service areas, including lobby operations and customer service windows, as assigned.

Certificate Processing & Operations

• Review applications for birth and death certificates to ensure completeness and compliance with applicable laws, policies, and procedures.
• Process customer requests accurately and efficiently while maintaining established turnaround time goals.
• Research customer records and identify issues requiring additional review or follow-up.
• Coordinate with internal units to resolve application discrepancies and complex customer cases.
• Support quality assurance activities to ensure the accuracy of issued records.
• Maintain confidentiality and security of sensitive customer information.

Financial & Administrative Support

• Assist with daily reconciliation of customer transactions and payment records.
• Review applications and supporting documentation for fee accuracy and completeness.
• Support operational tracking and reporting activities.
• Maintain accurate records of customer interactions and case resolutions.

Process Improvement & Systems Support

• Identify opportunities to improve customer experience and operational workflows.
• Participate in testing enhancements to systems used by the Office of Vital Records, including online ordering and records management platforms.
• Submit and monitor IT tickets related to customer service systems, lobby operations, and office equipment.
• Assist leadership with documenting procedures and updating customer-facing materials.

Professional Development & Collaboration

• Participate in required agency trainings, quality assurance reviews, and professional development activities.
• Collaborate with supervisors and colleagues to identify service improvements and operational efficiencies.
• Present challenging customer cases during team meetings and contribute to problem-solving discussions.
• Support continuity of operations and emergency response activities during public health emergencies, severe weather events, and other agency activations.

Preferred Qualifications

• Experience in customer service, case management, or public-facing services
• Strong communication and interpersonal skills with the ability to explain complex processes clearly and professionally.
• Experience reviewing applications, forms, or legal documents for completeness and accuracy.
• Ability to manage multiple priorities in a fast-paced customer service environment.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
• Experience working with customer service
• Ability to speak Spanish or another language in addition to English is a plus.

• 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.