Case Navigator

About the role

The selected candidate will be an employee of Public Health Solutions, a nonprofit organization which is the fiscal and administrative manager of the grant but will be supervised by DOHMH. The Bureau of Vital Statistics (BVS) seeks a detail-oriented and service-driven professional to support customer amendment services.

Responsibilities

• Serve as a primary point of contact for customers, funeral directors, healthcare facilities, government agencies, and internal staff seeking assistance with vital records services, records requests, and case-related inquiries.
• Provide customer service and case navigation support by researching issues, coordinating with internal units, and assisting customers in resolving complex birth and death record matters.
• Support Burial Desk operations by assisting funeral directors and stakeholders with death registration, burial permit inquiries, and time-sensitive disposition-related requests.
• Maintain accurate records of work performed, customer interactions, case activity, and operational metrics, and assist with the preparation of reports and status updates.
• Support process improvement initiatives, system enhancements, testing activities, and special projects designed to improve customer service, operational efficiency, and service delivery.
• Ensure compliance with confidentiality, privacy, security, records retention, and records management requirements when handling sensitive information and official records.
• Participate in quality assurance, training, emergency preparedness, and continuity of operations activities as needed.

Requirements

• Experience in records management, document control, archives, administrative support, customer service, or case management.
• Strong written and verbal communication skills.
• Strong organizational skills and exceptional attention to detail.
• Experience reviewing documents for accuracy and completeness.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
• Experience working with electronic document management systems is preferred.
• Able to manage multiple priorities in a fast-paced environment.
• Ability to speak Spanish or another language in addition to English is a plus.

Qualifications

• Strong written and verbal communication skills, with the ability to explain complex processes clearly in plain language.
• Experience in customer service, case management, or a public-facing administrative role requiring professionalism and attention to detail.
• Demonstrated ability to review documents for accuracy, identify issues, and follow through to resolution.
• Ability to apply policies, procedures, or regulations to make informed decisions.
• Ability to speak Spanish or a second language is a plus.