Case Navigator

Public Health Solutions • New York, NY

6d • Onsite

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

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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.

What This Job Offers

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