Case Navigator

Public Health Solutions • New York, NY

2d • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• Ability to speak Spanish or a second language is a plus.

Responsibilities

• Provide high-quality customer support aligned with agency principles of respect, trust, empathy, and accountability
• Serve as a case navigator, offering clear, step-by-step guidance for amendment requests
• Communicate with customers through written correspondence using clear, courteous plain language
• As needed, assist customers in the lobby setting, including at service windows or podiums
• Review customer documents, identify issues, and follow up to ensure resolution
• Support emergency response operations, including continuity of services during crises such as storms
• Review, process, and approve various amendment types, including: Name changes, Acknowledgements of Parentage and court order amendments
• Apply professional judgment and training to resolve application issues in compliance with Health Code and BVS policies
• Review and reconcile financial accounts
• Ensure daily submission of financial reconciliations and follow up as needed
• Collaborate with leadership to identify opportunities for process improvements
• Analyze workflows and propose data-driven enhancements to improve customer experience
• Test IT system updates and report results to stakeholders
• Submit and track IT tickets for issues impacting operations, including systems such as eVital, Documentum, Qmatic, and office equipment
• Present complex cases during monthly peer review meetings
• Prepare case summaries outlining challenges, actions taken, and proposed next steps
• Participate in required agency trainings, QA sessions, and approved external learning opportunities
• Engage in ongoing training for system updates and professional skill development

Benefits

• Hybrid Work Schedule
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed