Case Navigator

Job Description

Job Description

Company Overview :

With an annual budget of $1.6 billion and more than 6,000 employees throughout the five boroughs, the New York City Department of Health and Mental Hygiene (NYC DOHMH) is one of the largest public health agencies in the world, serving 8 million New Yorkers from diverse ethnic and cultural backgrounds. We're tackling a broad range of public health issues with innovative policies and programs and getting exceptional results, but our work is never finished. The breadth of our innovative programs provides the widest range of choices for every member of our team.

Program Description :

The Office of Vital Records Services provides critical operation support in reviewing and approving customer amendment requests to vital records, providing customer support, including in a busy in-person lobby, and ensuring that customer requests are completed in a timely manner.

Summary of Position :

The NYC Department of Health and Mental Hygiene is seeking a Case Navigator to join our team, a role that is pivotal in providing high quality customer service and ensuring timely and efficient operational processes. This position involves delivering high-quality support to customers on how to amend a NYC birth and death certificate. Key responsibilities include using assessing customer documents, clearly providing written and verbal next steps instructions to customers on how to complete their request, resolving issues, reporting any IT related issues and adhering to agency policies for amending NYC birth and death certificates, as well as financial and certified paper policies.

Specifically, the Case Navigator will :

• Examine, process, amend and issue vital records amendment requests that requested in person, online or by mail, as assigned. This includes changes to birth and death certificates, and related to name changes, adoptions, court orders, Acknowledgements of Parentage and other amendment requests.
• Function as case navigator and provide clear, detailed next step instructions and assistance to customers with their requests. This includes providing written guidance to customers in clear and courteous plain language and responding to customer emails.
• Provide customer support in customer lobby as assigned, including at a customer window or podium.
• Work with leadership in the Corrections and Amendments unit 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.
• 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.
• 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.
• 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 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.

Qualifications and Requirements :

Benefits :

At PHS, we place immense value on diversity within our teams, understanding that varied backgrounds and experiences significantly enhance our community and propel us toward our goals. If you find you don’t have experience in all the areas listed above, we still encourage you to apply and share your background and experiences in your application. We are eager to discover how your unique perspective can bring positive transformations to our team and help advance our mission of creating healthier, more equitable communities.

We look forward to learning more about you!

PHS is proud to be an equal opportunity employer and encourages applications from women, people of color, persons with disabilities, LGBTQIA+ individuals, and veterans.

Monday-Friday

35 hours per week