Client Services Case Coordinator

2 weeks ago

New York, New York, United States City of New York Full time

Position Overview

This role is exclusively available to permanent employees holding the specified title and those eligible from the Principal Administrative Associate Civil Service List.

Agency Background

The City of New York's Department of Health and Mental Hygiene, established in 1805, stands as the oldest and largest health department in the United States. Our mission is to safeguard and enhance the health of all New Yorkers, striving for a vision where every individual can achieve their full health potential, irrespective of their background, age, or residence.

As a globally recognized public health authority, we have a rich history of developing transformative health programs and infrastructure, advancing public health knowledge through scientific innovation, and responding to urgent health crises. Our agency serves as the population health strategist and policy authority for New York City, significantly influencing both national and international public health policies. Our focus areas include nutrition, chronic disease prevention, mental health, and social justice, among others.

Strategic Priorities

Our agency has identified five key strategic priorities:

  1. Enhancing our preparedness and response to health emergencies, emphasizing rapid decision-making and transparent communication.
  2. Combating chronic and diet-related diseases, particularly childhood obesity and diabetes, while improving access to nutritious food.
  3. Addressing the mental health crisis, including overdose prevention and support for individuals with serious mental health conditions.
  4. Reducing maternal mortality rates and establishing New York as a benchmark for women's health.
  5. Taking action against the health impacts of climate change.

Our diverse team of over 7,000 members is committed to equity, recognizing and addressing the effects of systemic racism on health outcomes. In 2021, our Board of Health declared racism a public health crisis, and we are dedicated to implementing anti-racist practices that enhance access to health services.

Department Overview

The Bureau of Vital Statistics is tasked with the registration and certification of all births, deaths, and pregnancy terminations in New York City. The bureau operates a large-scale customer service operation, providing 24/7 death certification services and issuing over 900,000 certified copies of vital records annually.

Key Responsibilities

The selected candidate will be responsible for:

  • Delivering exceptional customer service in line with agency principles of respect, trust, empathy, and accountability.
  • Ensuring that team members adhere to high standards of customer support.
  • Collaborating with leadership to identify and implement process improvements for enhanced customer experiences.
  • Analyzing current workflows and proposing data-driven enhancements.
  • Processing and issuing vital records, including birth and death certificates, as assigned.
  • Acting as a case navigator, providing clear and detailed guidance to customers regarding their requests.
  • Reviewing and approving customer applications as a designated Deputy City Registrar.
  • Overseeing financial reconciliation processes and ensuring compliance with daily submission protocols.
  • Managing secure materials and ensuring adherence to security protocols.
  • Testing IT system updates and reporting outcomes to relevant leadership.
  • Creating tickets for IT issues affecting operational efficiency.
  • Utilizing professional judgment to resolve customer application issues in accordance with established policies.
  • Providing in-person customer support as needed.
  • Assessing customer documentation and facilitating resolutions.
  • Presenting complex cases during monthly review meetings to foster best practices and professional development.
  • Supporting response activities for various incidents, including emergencies.

This position is vital to the Department's mission and continuity of operations.

Additional Information

All candidates must be prepared to provide original documentation during the interview process, including proof of identity, education, and residency. Selected candidates will be contacted for onboarding procedures.

The City of New York is an equal opportunity employer, committed to fostering a diverse workforce and providing a workplace free from discrimination and harassment.

Qualifications

Applicants must meet one of the following criteria:

  1. A bachelor's degree from an accredited institution and three years of relevant administrative experience, including one year in a supervisory role.
  2. An associate degree or 60 college credits and four years of relevant experience, including one year in a supervisory capacity.
  3. A high school diploma or equivalent and five years of relevant experience, including one year in a supervisory role.
  4. Equivalent education and experience as described above, with the requirement of one year of supervisory experience.

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