Customer Service Case Navigator

Responsibilities

• Provide high quality customer support in adherence to agency principles of respect, trust, empathy, and accountability
• Examine, process, and issue vital records including birth and death certificates, letters of exemplification, and subpoenas
• Function as a case navigator providing clear, detailed instructions and written guidance to customers
• Approve completed customer applications as a designated Deputy City Registrar
• Review financial reconciliation accounts from intake staff and ensure daily submission
• Manage secure area for security paper, including assignment, usage reconciliation, and protocol adherence
• Test IT system fixes and report outcomes to IT and leadership
• Create tickets and report IT issues impacting productivity, such as database or hardware problems
• Resolve customer application issues using professional judgment and Health Code policies
• Support response activities during emergencies such as storms or pandemics

Requirements

• Baccalaureate degree and 3 years of progressive clerical/administrative experience (including 1 year in an administrative or supervisory capacity)
• OR Associate degree and 4 years of progressive clerical/administrative experience (including 1 year in an administrative or supervisory capacity)
• OR High school diploma and 5 years of progressive clerical/administrative experience (including 1 year in an administrative or supervisory capacity)
• Must be a permanent employee in the title or reachable on the Principal Administrative Associate Civil Service list

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 programs and services.