RU Case Navigator, Bureau of Vital Statistics

City of New York • New York City, NY

2d • Hybrid

About The Position

The Bureau of Vital Statistics is responsible for registering and certifying all birth, deaths, spontaneous and induced terminations of pregnancy in NYC. The bureau issues, analyzes and reports on 285,000 vital events each year. The bureau is a very large customer service operation, providing death certification services on a 24/7 basis, issuing more than 900,000 certified copies of birth and death records, and fulfilling hundreds of data requests annually.

Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above
• Education and/or experience which is equivalent to '1' above.

Responsibilities

• Work with Registration Unit director and leadership to identify areas for improvement and streamlining processes to improve customer experience. Characterize the current work process and propose changes for improving the process, using data to support changes.
• Function as case navigator and provide clear, detailed next step instructions and assistance to customers and funeral directors regarding their requests. This includes providing written guidance to customers and funeral directors in clear and courteous plain language and responding to inquiries.
• Approve completed customer applications as a designated Deputy City Registrar.
• Receives birth information from NYC area hospitals and home births, verifying completeness, obtaining missing information, and registering/filing as appropriate.
• Prioritize and process order requests from daily Burial Desk queues adhering to turnaround times.
• Review financial reconciliation accounts from intake staff and approve or follow up with staff as needed. Ensure that all financial reconciliation accounts are reconciled and submitted daily.
• Enroll external users (facilities, funeral directors) into the (evital) electronic registration system.
• 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. This includes issues with the eVital database system, Documentum, Qmatic, MS Office applications, printers, and scanners.
• Provide customer support in in all areas of customer service as assigned, including at the customer window.
• Support maintaining, or rapidly standing up, response activities across all types of possible incidents, including storms, pandemics, and other emergencies. This position fulfills a key Continuity of Operations role and is critical to the Health Department's fulfillment of its mission.

Benefits

• Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance.
• 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.
• Job Security

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED