Customer Service Case Navigator

Principal Administrative Associate Open to those permanent in the Principal Administrative Associate title only. The Bureau of Vital Statistics is responsible for registering and certifying all birth, deaths, spontaneous and induced terminations of pregnancy in NYC. The bureau issues, analyzes and reports on 285,000 vital events each year. The bureau is a very large customer service operation, providing death certification services on a 24/7 basis, issuing more than 900,000 certified copies of birth and death records, and fulfilling hundreds of data requests annually. Duties will include but not be limited to:Provide high quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability. Ensure that staff provide high quality customer support in adherence to these principles.Work with PSO director and leadership to identify areas for streamlining processes to improve customer experience and identify areas for improvement. Characterize the current work process and propose changes for improving the process, using data to support changes.Examine, process and issue vital records that requested in person, online or by mail, as assigned. This includes birth and death certificates, letters of exemplification, no record found statements, pre-adoption certificates, agency request, subpoenas and Acknowledgements of Parentage.Function as case navigator and provide clear, detailed next step instructions and assistance to customers with their requests. This includes providing written guidance to customers in clear and courteous plain language and responding to customer emails.Approve completed customer applications as a designated Deputy City Registrar.Review financial reconciliation accounts from intake staff and approve or follow up with staff as needed. Ensure that all financial reconciliation accounts are submitted daily.Access secure area where security paper is stored, assign paper to staff who are printing certificates; reconcile security paper usage and ensure that all unused paper is returned to secure area and that all security protocol is followed.Test IT system fixes and updates/enhancements. Report outcome of testing to IT and BVS leadership.Create tickets and report any IT issues that impact productivity and day to day operations. This includes issues with the eVital database system, Documentum, Qmatic, customer kiosks, MS Office applications, printers, and scanners.Use staff trainings, professional judgement and decision making to resolve issues with customer applications, in accordance with Health Code and BVS policies and procedures.Provide customer support in customer lobby as assigned, including at a customer window or podium.Critically assess customer documents, identify any issues, and follow up with customer for resolution.Present complicated cases to peers at monthly case review meetings with the goal of identifying best practices and ensuring ongoing professional development. This includes drafting a summary of the situation, what has been done to resolve the issue and possible next steps.Support maintaining, or rapidly standing up, response activities across all types of possible incidents, including storms, pandemics, and other emergencies. This position fulfills a key Continuity of Operations role and is critical to the Health Department's fulfillment of its mission.Why you should work for us:Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education's website.Benefits: City employees are entitled to unmatched benefits such as a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment. Additional health, fitness, and financial benefits may be available based on the position's associated union/benefit fund. A public sector defined benefit pension plan with steady monthly payments in retirement. A tax-deferred savings program and a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.Minimum Qualifications:A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; orAn associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; orA four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; 4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3 years.This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website.New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.