CAU Case Navigator

About the role

The position is within the Health Department's innovative Center for Population Health Data Science (CPHDS), focusing on strengthening citywide population health surveillance by linking public health, healthcare, and social service data.

Job Duties And Responsibilities

• Provide high-quality customer support in adherence to agency customer service principles of respect, trust, empathy, and accountability.
• Work with CAU director and leadership to identify areas for streamlining processes to improve customer experience and identify areas for improvement.
• 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.
• 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 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

• A premium-free health insurance plan that saves employees over $10K annually.
• 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.

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.

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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Additional Information

• New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County.
• To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.
• 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 individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.