Vital Records Customer Service Specialist

at  State of Wisconsin

INTRODUCTION

The Department of Health Services (DHS), Division of Public Health (DPH) is recruiting for a Vital Records Customer Service Specialist in the Customer Support & Fulfillment Unit of the State Vital Records Office in the Office of Health Informatics (OHI). This unit receives over 100,000 requests annually affecting all vital records, such as birth, death, marriage and divorce.
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.
This position will be located in Madison, WI and will primarily work Monday through Friday, 8:00 am to 4:30 pm.
This is a hybrid position that offers the option to work remotely on a set rotation and is headquartered at 1 West Wilson Street in Madison. The schedule may vary based on training or operational needs.
Our diversity, equity, and inclusion team strive to hire, develop, and retain a talented workforce representative of the people of Wisconsin we serve. We are searching for people with diverse backgrounds to join our dynamic and team-oriented environment. We promote professional growth and create a healthy work/life balance and inclusive culture.

As an employee of the State of Wisconsin, you’ll also have access to an amazing benefits package, including:

• 3.5 weeks of vacation, 9 paid holidays and ample sick time.
• Top rated health plan options starting at $42/month for single plans and $104/month for family plans, after 2 months of state service.
• Premium pension plan with at least a 6.9% employer match in 2024. 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!
• 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 Service Specialist, you will screen, accept and receipt requests received via mail, via online and via fax for Wisconsin vital records using the Statewide Vital Records Information System. A general knowledge of Wisconsin State Statute Chapter 69 is required to effectively review documentation and complete requests. This position involves extensive oral and written communication skills in order to effectively assist the public as well as various agencies throughout the state, such as Register of Deeds and Clerks of Court. This position will be responsible for searching for records stored in microfiche, microfilm paper form, and various databases. You will be required to access records to make changes, complete records or create new records while adhering to confidentiality policies and procedures. You will provide information and assistance to the public and other governmental agencies regarding requirements and procedures to obtain copies of and information from vital records. In addition, you will also determine applicants’ eligibility to obtain copies or information from vital records. This work involves the ability to independently interpret and apply state statutes, administrative rules, policies and procedures and make independent decisions.

QUALIFICATIONS

Minimally qualified applicants will have all of the following:

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

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

• Experience working with vital records (e.g., birth certificates, marriage, etc.) or personally identifiable information.
• Experience resolving customer complaints within a call center or customer support environment.
• Experience organizing, preparing, and summarizing data or information gathered from various sources.

Your letter of qualifications is limited to one (1) page. For a guide on developing your resume and letter of qualifications and what should be included in these materials, click here.

HOW TO APPLY

Applying is easy! Click “Apply for Job” to start your application process. Sign into your account or create an account before applying for the job. Follow the steps outlined in the application process to submit your application.

Helpful Information:

• Once your application is submitted, no changes are allowed. Click “Save” to allow changes to your application as needed before submitting by the deadline.
• You may want to save a copy of the job posting for referencing after the deadline.
• Submitted materials will be evaluated by a panel of job experts according to the qualifications above.
• Please monitor your email for communications related to this position.
• Current or former permanent, classified, state employees must complete the online application process to be considered.
• If viewing through an external site, please apply directly at Wisc.Jobs.
• For technical assistance and general information, please see Frequently Asked Questions. For questions about the position, to request a copy of the full position description, or for other employment inquiries, please contact DHSDPHHR@dhs.wisconsin.gov.

DHS is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce.
Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs, click here.

Please refer the Job description for details