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 records management, document control, archives, administrative support, customer service, or case management.
• Strong written and verbal communication skills.
• Strong organizational skills and exceptional attention to detail.
• Experience reviewing documents for accuracy and completeness.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
• Experience working with electronic document management systems is preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to speak Spanish or another language in addition to English is a plus.

Responsibilities

• Serve as a primary point of contact for customers, funeral directors, healthcare facilities, government agencies, and internal staff seeking assistance with vital records services, records requests, and case-related inquiries.
• Provide customer service and case navigation support by researching issues, coordinating with internal units, and assisting customers in resolving complex birth and death record matters.
• Support Burial Desk operations by assisting funeral directors and stakeholders with death registration, burial permit inquiries, and time-sensitive disposition-related requests.
• Monitor, track, and follow up on customer inquiries, service requests, and escalated cases to ensure timely resolution and continuity of operations.
• Assist with records retrieval, document processing, data entry, and related administrative activities supporting Office of Vital Records operations.
• Retrieve, organize, index, and maintain vital records and supporting documentation in accordance with established records management policies and procedures.
• Assist with the secure storage, transfer, tracking, and disposition of records and archived materials, ensuring the integrity and confidentiality of official records.
• Support records digitization, inventory, quality assurance, and records modernization initiatives designed to improve accessibility, preservation, and operational efficiency.
• Maintain accurate records of work performed, customer interactions, case activity, and operational metrics, and assist with the preparation of reports and status updates.
• Support process improvement initiatives, system enhancements, testing activities, and special projects designed to improve customer service, operational efficiency, and service delivery.
• Ensure compliance with confidentiality, privacy, security, records retention, and records management requirements when handling sensitive information and official records.
• Participate in quality assurance, training, emergency preparedness, and continuity of operations activities as needed.
• Perform other duties and special projects as assigned.
• Maintain accurate records of completed work and operational activities.
• Assist with preparation of reports, inventories, and status updates.
• Participate in required agency trainings and quality assurance activities.
• Support continuity of operations and emergency response efforts as needed.

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