Case Navigator

Fund for Public Health NYC • New York, NY

2d • Onsite

About The Position

The Bureau of Vital Statistics is seeking a detail-oriented, service-driven Case Navigator for its Corrections and Amendments Unit (CAU). The role helps customers navigate requests to amend the gender marker on New York City birth certificates and related changes, including name changes. The Case Navigator reviews and processes applications, identifies and resolves documentation issues, and supports efficient unit operations while applying policies and procedures consistently.

CAU handles more than 68,000 customer requests annually involving corrections and amendments to New York City birth and death certificates, and also assists customers seeking in-person services. Accurate and timely vital records support access to services and benefits including passports, driver’s licenses, school enrollment, employment documentation, housing, and survivor benefits.

The position is based in an office at 125 Worth Street in Lower Manhattan, with five days per week in the office and a 35-hour Monday–Friday schedule. The role may require working non-business hours during emergencies when assigned. Employment is contingent on successfully completing a background check, and applicants must live in the New York City tri-state area (New York, New Jersey, or Connecticut).

Requirements

• Strong written and verbal communication skills, including the ability to explain detailed or complex requirements clearly in plain language.
• Experience providing customer service, case management, case navigation, or administrative support, including in a public-facing environment.
• Ability to communicate professionally and empathetically with customers experiencing challenging or sensitive circumstances.
• Strong attention to detail and demonstrated ability to review documents for completeness and accuracy.
• Experience applying policies, procedures, regulations, or program requirements to individual cases.
• Strong organizational and follow-through skills, including the ability to manage multiple cases and priorities simultaneously.
• Good judgment and problem-solving skills.
• Ability to work independently and as part of a team in a high-volume environment.
• Successful completion of a background check is required.
• Must live in the New York City tri-state area (New York, New Jersey, or Connecticut).

Nice To Haves

• Spanish-language proficiency or proficiency in another language commonly spoken by New York City residents.

Responsibilities

• Provide high-quality customer service consistent with agency principles of Respect, Trust, Empathy, and Accountability.
• Guide customers through application requirements and next steps for gender-marker and related amendment requests.
• Review applications and supporting documents, identify missing or inconsistent information, and communicate with customers to resolve outstanding issues.
• Prepare clear, courteous, accurate written correspondence using plain language; answer customer questions and follow up on cases needing additional documentation or clarification.
• Assist customers in the CAU public lobby, including at service windows, customer-service stations, or lobby podiums.
• Help resolve customer escalations professionally, including in sensitive or complex situations.
• Review, process, and approve assigned correction and amendment applications in accordance with applicable Health Code requirements, bureau policies, procedures, and workflows.
• Maintain accurate case information and documentation in BVS data systems and protect confidential information in accordance with privacy, records-management, document-security, storage, and retention requirements.
• Conduct follow-up research to resolve discrepancies or outstanding case issues; escalate cases requiring supervisory, legal, or subject-matter review.
• Prepare case summaries documenting the issue, actions taken, relevant documentation, and recommended next steps.
• Present selected complex cases during peer-review or quality-assurance meetings and participate in discussions to promote consistent case processing.
• Complete assigned financial reviews and reconciliations accurately and on time; review accounts and supporting documents, submit reconciliations according to procedure, and follow up on discrepancies until resolved.
• Participate in required agency training, quality-assurance sessions, and professional-development activities, including ongoing training and cross-training.
• Share information and best practices with colleagues and contribute to a collaborative team environment.
• Support continuity of vital records services during emergencies or disruptions and participate in assigned response activities, including when non-business-hours work is required.

Benefits

• Public Service Loan Forgiveness (PSLF) eligible employer.
• Generous paid time off policy.
• Medical, dental, and life insurance with low or no employee contribution.
• Retirement savings plan with generous employer contribution.
• Flexible spending medical and commuter benefits plan.
• Meaningful work at an organization striving to advance health equity and social justice.

What This Job Offers

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