CUSTOMER SERVICE AGENT

Job Role Summary

The Vital Records Customer Service Representative (CSR) delivers front-counter and back-office services for the Marion County Public Health Department's birth, death, and fetal records. The representative verifies eligibility, issues certified copies within five minutes (10 min MAX), indexes legacy documents, and maintains a ≤ 1 % error rate while strictly adhering to HIPAA and Indiana vital-records statutes.

Day in life: Begin by unlocking the workstation, reviewing overnight e-queues in OnBase / Netsmart, and queuing priority amendments. Throughout the shift, alternate between counter service—ID verification, fee collection, issuing certificates, and data tasks such as indexing over 20 legacy records and updating amendments, while maintaining an error rate under 1%. End the day by balancing cash, voids, and securely locking certificates, microfilm, and PHI materials.

Essential Duties

• Customer Service & Record Issuance (50%)

• Greet/queue customers, confirm legal eligibility, request and record IDs.
• Locate, verify, and issue certified or non-certified copies of birth, death, fetal, and paternity-affidavit records.
• Perform genealogy searches and schedule correction appointments.

• Data Entry, Indexing & Quality Control (35%)

• Index ≥ 20 legacy images per day into OnBase/ Netsmart and add relevant keywords.
• Enter new birth data (ELC, IPHIS) and process amendments; maintain ≤ 1 % error rate.
• Conduct weekly self-audits and flag discrepancies to the supervisor.

• Compliance, Security & Reporting (15%)

• Enforce HIPAA, state vital-records statutes, and confidentiality rules.
• Secure workstation, cash drawer, and certificate stock; account for voided docs.
• Verify records for military personnel and law enforcement officers by legal guidelines.

Associated Job Duties

• Cover peer stations, relieve for breaks, and train new hires as needed.
• Participates in public health emergency preparedness exercises and the response to public health emergencies, as directed.
• Participates in a minimum of two H.O.P.E. events totaling a minimum of eight (8) hours annually.
• Other duties as assigned.

Qualifications

• Education: High school diploma or GED; preferred associate degree

  Experience: 3-5 years of customer service or data-entry work (vital records preferred).       

Licenses/Certifications Required

• Preferred Vital Records Professional certification.      

Knowledge, Skills & Abilities

• Customer service excellence and tact with diverse populations.
• Data accuracy & speed in high-volume, deadline-driven setting.
• Working knowledge of Indiana vital-records law, HIPAA, and confidentiality.
• Ability to multitask between counter duties and detailed data work.
• Team orientation and to cover evening shifts as well as a designated Saturday Shift.

Working Environment

• General office setting in a health department facility.                                                                  

• Physical 

• Prolonged standing/sitting, repetitive keyboarding, lifting ≤ 15 lbs. of certificate paper/records.

•  General Hours    

• 08:00 – 17:00 Mon-Fri + scheduled Wed 17:00 – 19:00, and a monthly 8 to 12 Saturday; community events as assigned. Subject to change

• Travel    

  Occasional in-state training or conferences.