RU Case Navigator, Bureau of Vital Statistics

About the role

The Bureau of Vital Statistics is responsible for registering and certifying all birth, deaths, and terminations of pregnancy in NYC. The bureau provides death certification services 24/7, issuing over 900,000 certified copies of birth and death records annually.

Responsibilities

• Work with Registration Unit director and leadership to identify areas for improvement and streamline processes to enhance customer experience.
• Characterize the current work process and propose changes for improving the process, using data to support changes.
• Function as a case navigator and provide clear, detailed next step instructions and assistance to customers and funeral directors regarding their requests.
• Provide written guidance to customers and funeral directors in clear and courteous plain language and respond to inquiries.
• Approve completed customer applications as a designated Deputy City Registrar.
• Receive birth information from NYC area hospitals and home births, verify completeness, obtain missing information, and register/filings as appropriate.
• Prioritize and process order requests from the 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 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.

Qualifications

• 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; or Education and/or experience which is equivalent to "1" above.
• 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.

Skills

• Strong communication skills, both verbal and written.
• Ability to prioritize tasks and manage multiple projects simultaneously.
• Proficiency in Microsoft Office applications.
• Knowledge of public health policies and procedures.
• Experience with electronic registration systems.

Benefits

City employees are entitled to unmatched benefits such as:

• 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.

Pay

$44,545.00 – $54,531.00

Schedule

Full-time, 40 hours per week