Customer Service Case Navigator, Bureau of Vital Statistics

City of New York
New York, NY
Category Healthcare
Job Description
The Customer Service Case Navigator role at the Bureau of Vital Statistics involves providing high-quality customer support, streamlining processes, and approving customer applications as a designated Deputy City Registrar. The role requires an on-site presence and is critical to the Health Department's fulfillment of its mission.

Requirements

  • Provide high-quality customer support in adherence to agency customer service principles
  • Work with PSO director and leadership to identify areas for streamlining processes
  • Examine, process and issue vital records as assigned
  • Function as case navigator and provide clear, detailed next step instructions and assistance to customers
  • 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
  • Test IT system fixes and updates/enhancements
  • Create tickets and report any IT issues that impact productivity and day to day operations
  • Use staff trainings, professional judgement and decision making to resolve issues with customer applications
  • Provide customer support in customer lobby as assigned
  • Critically assess customer documents, identify any issues, and follow up with customer for resolution
  • Present complicated cases to peers at monthly case review meetings
  • Support maintaining, or rapidly standing up, response activities across all types of possible incidents

Benefits

  • Premium-free health insurance plan
  • Additional health, fitness, and financial benefits
  • Public sector defined benefit pension plan
  • Tax-deferred savings program
  • Worksite Wellness Program
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