Case Navigator

ONLY PERMANENT EMPLOYEES IN THE TITLE AND THOSE THAT ARE REACHABLE ON THE PRINCIPAL ADMINISTRATIVE ASSOCIATE CIVIL SERVICE LIST ARE ELIGIBLE TO APPLY.

Division/Program Summary Description:
Housed in the Division of Epidemiology the Bureau of Vital Statistics (BVS) at the NYC Department of Health and Mental Hygiene registers amends processes and analyzes all vital events (births deaths and spontaneous and induced terminations of pregnancy) in New York City while also issuing certified copies of certificates to the public. There are approximately 120000 births and 52000 deaths and about 1 million certified copies of birth and death certificates issued each year.

Position Summary:
Reporting to the Customer Service Manager and under the direction of the Director Corrections and Amendments Unit the Principal Administrative Associate will be examining and approving all CAU amendment types as assigned. This includes Acknowledgements of Parentage Transgender amendments court order amendments delayed registration amendments adoptions and filiations.

Job Duties and 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. This includes 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. This includes providing written guidance to customers 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. This includes issues with the eVital database system Documentum Qmatic customer kiosks MS Office applications printers and scanners.
Use staff trainings professional judgement 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. This includes drafting a summary of the situation what has been done to resolve the issue and possible next steps.
Support maintenance 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 Departments fulfillment of its mission.

Why you should work for us:

Benefits: City employees are entitled to unmatched benefits such as:
oa premiumfree health insurance plan that saves employees over $10K annually per a 2024 assessment.
oadditional health fitness and financial benefits may be available based on the positions associated union/benefit fund.
oa public sector defined benefit pension plan with steady monthly payments in retirement.
oa taxdeferred savings program and
oa robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
Work From Home Policy: Depending on your position you may be able to work up to two days during the week from home.
Job Security you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805 the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S. dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone regardless of age background or location can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition antitobacco support chronic disease prevention HIV/AIDS treatment family and child health environmental health mental health and social justice initiatives. As the primary population health strategist and policy authority for NYC with a rich history of public health initiatives and scientific advancements from addressing the 1822 yellow fever outbreak to the COVID19 pandemic we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

Commitment to Equity:

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process contact SyeEun Ahn Director of the Office of Equal Employment Opportunity at or.

Qualifications :

1. A baccalaureate degree from an accredited college and three years of satisfactory fulltime 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
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory fulltime progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in 1 above; or
3. A fouryear high school diploma or its educational equivalent approved by a States department of education or a recognized accrediting organization and five years of satisfactory fulltime progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in 1 above;
4. Education and/or experience equivalent to 1 2 or 3 above. However 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 3 years.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

No

Employment Type :

Fulltime