Case Navigator
$54,000–$54,000 year
On-siteNew York, United States or New Jersey, United States
Job Summary
Case Navigator at NYC Department of Health and Mental Hygiene, supporting customer amendment services within the Bureau of Vital Statistics by serving as the primary contact for customers, funeral directors, healthcare facilities, government agencies, and internal staff. Responsibilities include researching issues, coordinating with internal units, resolving complex birth and death record matters, assisting with records retrieval, data entry, and administrative activities, maintaining records in accordance with management policies, supporting records digitization and modernization initiatives, ensuring confidentiality and security of official records, and contributing to quality assurance, training, emergency preparedness, and continuity of operations. The role emphasizes delivering respectful, empathetic, and accountable customer service, monitoring inquiries, and providing accurate status updates and reports to support timely vital records services.
Required Qualifications
- Experience in customer service, case management, or a public-facing administrative role requiring professionalism and attention to detail
- Experience reviewing documents for accuracy, identify issues, and follow through to resolution
- Ability to explain complex processes clearly in plain language
- Demonstrated ability to apply policies, procedures, or regulations to make informed decisions
- Ability to speak Spanish or a second language is a plus
Desired Qualifications
- Experience in records management, document control, archives, administrative support, customer service, or case management.
- Strong written and verbal communication skills.
- Strong organizational skills and exceptional attention to detail.
- Experience reviewing documents for accuracy and completeness.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Proficiency with Microsoft Office Suite, including Excel, Word, and Outlook.
- Experience working with electronic document management systems is preferred.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to speak Spanish or another language in addition to English is a plus.
- Strong written and verbal communication skills, with the ability to explain complex processes clearly in plain language
- Experience in customer service, case management, or a public-facing administrative role requiring professionalism and attention to detail
- Demonstrated ability to review documents for accuracy, identify issues, and follow through to resolution
- Experience applying policies, procedures, or regulations to make informed decisions
- Ability to speak Spanish or a second language is a plus.
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