Vital Records Customer Support Specialist

State of Wisconsin; Wisconsin; Hybrid; USD 56,000 - 57,000; Full time

Benefits offered by this job

Vacation & holidays

Health plan options

Pension with 7.25% match

Flexible spending accounts

Well Wisconsin Wellness

Employee assistance program

Public Service Loan Forgiveness

Job summary

State of Wisconsin, DHS, Division of Public Health seeks a Vital Records Customer Support Specialist to process requests for Wisconsin vital records using SVRIS. You will screen, receipting mail and fax requests and assist the public and agencies with record requirements and eligibility.

The role includes handling high-volume records search, confidentiality, and potential bilingual pay; after training, a hybrid schedule with some remote work is possible.

Qualifications

• Experience with a records management system (e.g., data entry, editing, searching for records, QA).
• Experience providing customer support to a diverse population in person, online, and over the phone.
• Experience reviewing documents or materials for accuracy or eligibility.

Responsibilities

• Screen and receipting requests via mail and fax using SVRIS.
• Search records stored in microfiche, microfilm, paper forms, and databases.
• Update records and apply confidentiality policies and procedures.

Skills

Records management

Customer support

Document review

Job description

Introduction

The Department of Health Services (DHS), Division of Public Health (DPH) is recruiting for a Vital Records Customer Support Specialist in the Office of Health Informatics (OHI). The work schedule will be Monday through Friday, from 8:00am to 4:30pm.

This position will be headquartered at 201 E. Washington Ave. in Madison, WI. After approximately one (1) year of training, the incumbent may be eligible for remote work as follows: 10-week rotation in which 6 weeks are in-office and 4 non-consecutive weeks are remote to maintain in-office vital records services for 60% of the time.

DPH works with our local and Tribal public health partners, and community groups statewide, on a wide variety of programs and services that protect the health of Wisconsin residents.

• 3.5 weeks of vacation, 9 paid holidays and ample sick time; limitations may apply for leave time usage in the first six months.
• Top rated health plan options starting at $47/month for single plans and $117/month for family plans, after 2 months of state service.
• Exceptional pension plan with a 7.25% employer match in 2027 with lifetime retirement payment. Plus, a tax advantaged supplemental retirement savings plan which allows you to save money directly from your paycheck for retirement. Use this Total Rewards Calculator to see the total value of our competitive benefits package!
• Several flex spending accounts: medical, dependent care, commuter, parking and High-Deductible Health Savings.
• Well Wisconsin Wellness Program.
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.
• Public Service Loan Forgiveness Program employer.

Position Summary

As the Vital Records Customer Support Specialist, you will be responsible for screening, accepting and receipting requests received via mail and fax for Wisconsin vital records using the Statewide Vital Records Information System (SVRIS). The subunit receives over 100,000 requests annually affecting all vital records, such as birth, death, marriage and divorce.

Other Duties Include

• Searching for records stored in microfiche, microfilm paper form, and various databases.
• Accessing records to make changes, complete records or create new records along with applying confidentiality policies and procedures.
• Providing information and assistance to the public and other governmental agencies regarding requirements and procedures to obtain copies of and information from Wisconsin vital records.
• Determining applicants’ eligibility to obtain copies or information from Wisconsin vital records.
• Providing back-up coverage to co-workers as assigned.

Salary Information

The starting pay is $27.08 per hour (approximately $56,326 per year) plus excellent benefits. A 12-month probationary period will be required.

Pay for current or former employees is set based on the rules that apply to compensation for the applicable transaction. This position is classified as a Records Program Associate - Advanced and is in pay schedule and range 02/12.

An add-on of up to $1.00 per hour may be paid for bilingual skills in Spanish.

Job Details

All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.

For positions that allow remote working flexibility, working outside of Wisconsin or in bordering cities will not be allowed except in extremely limited circumstances due to the need to report to an office location in Wisconsin on short notice.

Mileage reimbursement to the employee’s headquarter location is not provided. Remote work flexibility will be discussed in more detail during the interview process.

DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire. DHS is not an E-Verify employer nor a STEM-OPT eligible employer.

Qualifications

Minimally qualified applicants will have all of the following:

• Experience or training working with a records management system (e.g., data entry, editing, searching for records, quality assurance, etc.).
• Experience providing customer support to a diverse population, in-person, online, and over the phone.
• Experience reviewing documents or materials for accuracy or determining eligibility.

Well-qualified applicants will also have one or more of the following:

• Experience working with vital records (e.g., birth certificates, marriage licenses, etc.) or personally identifiable information (PII).
• Experience working in a high-volume call center or customer support environment, including resolving constituent issues or customer complaints.
• Experience organizing, preparing, and summarizing data or information gathered from various sources.
• Bilingual skills in Spanish.*
• Note: If applicable, the selected candidate will be required to complete a language assessment to receive the add-on pay described above.

DHS is an Equal Opportunity and affirmative action employer. Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs.

Deadline to Apply

The deadline to apply is 10/02/26 at 11:59 pm.

Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am - 4:30 pm. Late or incomplete applications will not be accepted.