Case Navigator

FPHNY Recruitment Team • New York, NY

3d • Onsite

About The Position

The Bureau of Vital Statistics (BVS), within the NYC Department of Health and Mental Hygiene, seeks a detail-oriented, service-driven Case Navigator for its Corrections and Amendments Unit (CAU). The role focuses on helping customers navigate requests to change the gender marker on NYC birth certificates and related amendments, including name changes. The position combines customer service and case navigation with application review and processing, documentation problem-solving, and support for efficient unit operations.

CAU processes more than 68,000 customer requests annually involving corrections and amendments to New York City birth and death certificates, and assists tens of thousands of customers seeking in-person services. The Case Navigator provides clear guidance on application requirements, reviews and processes assigned cases, maintains accurate records, and applies relevant requirements and procedures consistently. The position is based in an office at 125 Worth Street in Lower Manhattan and works five days a week in the office, Monday through Friday, for 35 hours per week.

The role also includes financial review and reconciliation tasks, participation in training and quality-assurance activities, and support for continuity of vital records services during emergencies. The employee may be assigned to response activities and must be available to work outside business hours during emergencies when required. Employment is contingent on successfully completing a background check. Candidates 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 in 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 managing multiple cases and priorities simultaneously.
• Good judgment and problem-solving skills.
• Ability to work effectively 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 (NY, NJ, or CT).

Nice To Haves

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

Responsibilities

• Provide customer service consistent with agency principles of Respect, Trust, Empathy, and Accountability.
• Guide customers through gender-marker and related amendment requests, explaining application requirements and next steps.
• 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; respond to 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 the lobby podium, as needed.
• Help resolve escalated customer issues professionally, including sensitive or complex situations.
• Review, process, and approve assigned correction and amendment applications in accordance with Health Code requirements, Bureau policies, procedures, and workflows.
• Check supporting documentation for completeness, accuracy, and compliance with established requirements.
• Maintain accurate case information and documentation in BVS data systems.
• Protect confidential customer information and follow records-management, document-security, privacy, security, 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 describing issues, actions taken, relevant documentation, and recommended next steps.
• Present selected complex cases at 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 financial accounts and supporting documents, submit required reconciliations according to procedures, and follow up on discrepancies until resolved.
• Participate in required agency training, quality-assurance sessions, and professional-development activities.
• Complete ongoing training on amendment processing, customer service, security requirements, and changes to systems or procedures.
• Cross-train on multiple amendment types and CAU functions, share best practices, and contribute to a collaborative team environment.
• Support continuity of vital records services during emergencies or other disruptions, including assigned response activities.
• Be available to work non-business hours during emergencies when required.

Benefits

• Public Service Loan Forgiveness (PSLF) eligible employer.
• Generous paid time off (PTO) 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: Entry Level
• Education Level: No Education Listed