CAU Case Navigator, Bureau of Vital Statistics

City of New York • New York City, NY

1d • Onsite

About The Position

The Bureau of Vital Statistics (BVS) is responsible for registering and certifying all birth, deaths, and terminations of pregnancy in NYC, processing approximately 285,000 vital events annually. It operates as a large customer service center, providing 24/7 death certification services, issuing over 900,000 certified copies of birth and death records, and fulfilling numerous data requests. This role is part of the Health Department's Center for Population Health Data Science (CPHDS), which aims to enhance citywide population health surveillance by integrating public health, healthcare, and social service data. The CPHDS vision is to make data accessible, timely, equitable, usable, and protected to improve the health and well-being of New Yorkers. The BVS specifically registers, amends, processes, and analyzes all vital events in NYC and issues certified copies of certificates. Annually, it handles about 120,000 births, 52,000 deaths, and nearly 1 million certified copies of birth and death certificates. This vital event data is crucial for various health department programs and national agencies.

Requirements

• A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
• A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above; or
• Education and/or experience equivalent to "1", "2", or "3" above.
• All candidates must possess the one year of administrative or supervisory experience as described in "1" above.
• Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Nice To Haves

• Must be comfortable working in a dynamic atmosphere handling multiple concurrent activities displaying excellent attention to details.
• Work well with a team to meet deadlines and analyze problems and potentially difficult scenarios.
• Knowledge of detailed record keeping systems.
• Excellent oral, written, administrative and customer service skills.
• Strong working knowledge of Microsoft Office Programs such as Word, Excel and Access.

Responsibilities

• Provide high quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability.
• Ensure that staff provide high quality customer support in adherence to these principles.
• Work with CAU director and leadership to identify areas for streamlining processes to improve customer experience and identify areas for improvement.
• Characterize the current work process and propose changes for improving the process, using data to support changes.
• Examine and approve all CAU amendment types, as assigned, including Acknowledgements of Parentage, Transgender amendments, court order amendments, delayed registration amendments, adoptions, and filiations.
• Function as case navigator and provide clear, detailed next step instructions and assistance to customers with their amendment requests, including providing written guidance in clear and courteous plain language.
• Approve completed customer applications as a designated Deputy City Registrar.
• Review financial reconciliation accounts from intake staff and approve or follow up with staff as needed.
• Ensure that all financial reconciliation accounts are submitted daily.
• Access secure area where security paper is stored, assign paper to staff who are printing certificates; reconcile security paper usage and ensure that all unused paper is returned to secure area and that all security protocol is followed.
• Test IT system fixes and updates/enhancements.
• Report outcome of testing to IT and BVS leadership.
• Create tickets and report any IT issues that impact productivity and day to day operations, including issues with the eVital database system, Documentum, Qmatic, customer kiosks, MS Office applications, printers, and scanners.
• Use staff trainings, professional judgment and decision making to resolve issues with customer applications, in accordance with Health Code and BVS policies and procedures.
• Provide customer support in customer lobby as assigned, including at a customer window or podium.
• Critically assess customer documents, identify any issues, and follow up with customer for resolution.
• Present complicated cases to peers at monthly case review meetings with the goal of identifying best practices and ensuring ongoing professional development, including drafting a summary of the situation, what has been done to resolve the issue and possible next steps.
• Support maintaining, or rapidly standing up, response activities across all types of possible incidents, including storms, pandemics, and other emergencies.
• Fulfill a key Continuity of Operations role critical to the Health Department's mission.

Benefits

• A premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
• Additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
• A public sector defined benefit pension plan with steady monthly payments in retirement.
• A tax-deferred savings program
• A robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
• Depending on your position, you may be able to work up to two days during the week from home.
• Job Security

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level