Case Navigator, Vital Statistics/Vital Records

Responsibilities

• Serve as a primary point of contact for families, funeral directors, and partner agencies regarding birth and death registration
• Provide frontline navigation and guidance for burial permits and vital records services
• Triage incoming customer requests and identify documentation gaps
• Monitor and prioritize Burial Desk queues to ensure timely processing
• Review and approve client application requests as a designated Deputy City Registrar
• Liaise with external partners including hospitals, funeral homes, and the Office of Chief Medical Examiner
• Issue burial and cremation permits
• Support external users in enrolling in the eVital electronic registration system
• Document and report system functionality issues to technical staff

Requirements

• High school graduation or equivalent
• Three years of experience in community work or community-centered activities related to the duties described
• Or equivalent education and experience

Preferred Qualifications

• Experience in customer service or case navigation within government, healthcare, or social services
• Ability to communicate complex processes compassionately in high-stress situations
• Strong organizational skills and attention to detail
• Proficiency with electronic case management systems and standard office software
• Demonstrated cultural competence and ability to work with diverse communities

About the Company

The New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC residents through a wide array of public health programs and services.