Vital Records Senior Program Support Generalist

Commonwealth of VA Careers; Richmond (VA); On-site; USD 50,000 - 59,000; Full time

Job summary

The Virginia Department of Health is seeking a Vital Records Senior Program Support Generalist to work at the Vital Records desk. The role requires expert knowledge of state codes and strong customer service skills in a high-volume environment.

Responsibilities include assisting constituents with certificates, validating evidence for complex changes, reconciling payments, and supporting system testing and improvements. Bilingual English/Spanish is a plus.

Qualifications

• Experience serving as an expert resource, providing accurate information and resolving inquiries
• Experience effectively communicating with internal and external customers over the phone, in writing, and in person
• Experience interpreting, applying and following state law and regulations
• Demonstrated experience completing highly detailed work which requires complete accuracy
• Experience performing research to solve problems, using analytical and critical thinking skills
• Experience working independently with minimal supervision and meeting deadlines

Responsibilities

• Work directly with Vital Records Constituents to determine entitlement for issuance of vital records certificates and verify evidence for complex changes
• Provide expert application of state codes, regulations and policies in a high-volume customer service environment
• Perform in-person customer service at the Vital Records information desk, reconcile payments, conduct research and assist with system testing and enhancements

Skills

Expert resource

Customer service

Regulations interpretation

Attention to detail

Analytical thinking

Independent work

Job description

Title: Vital Records Senior Program Support Generalist

State Role Title: Admin and Office Spec III

Hiring Range: $50,424 - $58,571

Pay Band: 3

Agency: Virginia Department of Health

Location: VITAL RECORDS

Agency Website: www.vdh.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Vital Records Senior Program Support Generalists work directly with Vital Records Constituents in an effort to determine entitlement for issuance of vital records certificates and verifying evidence to authorize requests for complex changes to vital records. This position requires expert level application of state codes, regulations, and policies in a high-volume customer service environment. This position performs in-person customer service, and will cover the Vital Records information desk, perform daily reconciliation of constituent payments received, performing research, and other various administrative tasks to include participating in system testing for defect resolution and proposed enhancements. Bilingual fluency in English and Spanish is a plus.

The Virginia Department of Health offers 12 paid holidays, medical, dental, vision and life insurance, retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan) as well as sick, family/personal, and annual leave.

Minimum Qualifications

• Experience serving as an expert resource, providing accurate information and resolving inquiries
• Experience effectively communicating with internal and external customers over the phone, in writing, and in person
• Experience interpreting, applying and following state law and regulations
• Demonstrated experience completing highly detailed work which requires complete accuracy
• Experience performing research to solve problems, using analytical and critical thinking skills
• Experience working independently with minimal supervision and meeting deadlines

Additional Considerations

• Direct experience with vital records program operations, services, policies, and procedures
• Knowledge of handling customer payments and reconciling accounts
• Experience processing complex customer inquiries
• Knowledge of the processes related to recording, filing, correcting and amending critical documents or records with the highest levels of accuracy
• Bilingual and able to read, write and speak Spanish proficiently is preferred

Special Instructions

Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.

It is the policy of the Commonwealth and VDH that all aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions. VDH employees have a shared Code of Ethics, which can be found in the bottom banner of our website: www.vdh.virginia.gov.

If you have been affected by DHRM Policy 1.30 layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit the card before the closing date for this position. The Card may be submitted with the state application as an attachment.

As a V3 (Virginia Values Veterans) employer VDH Welcomes Veterans to apply!

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.