Job/Position DescriptionWorks under minimal supervision of the Manager; in the interpretation of Texas Vital Statistics statutes, rules and regulations, and policies and procedures to review and determine the acceptability of customer applications for the issuance of (Birth, Death, Marriage and Divorce) and amendments to (Birth and Death Amendments, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits), vital records utilizing indexing systems (digital, paper, and microfiche) and complex automated system applications and software. Performs highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations. Responds to highly complex and escalated customer service issues and provides highly advanced technical advice to facilitate solutions, using concise accurate vital statistics terminology, to customers via direct contact, e-mail, or telephone, concerning their applications. Develops and conducts training of staff in assigned work areas and creates associated training manuals on policies and procedures. Performs quality assurance activities to identify operational improvements and reports results to Manager. Based on results of quality assurance reports, works with staff to implement solutions and improve quality of work output. Works with considerable latitude utilizing initiative and independent judgment. Performs other duties as assigned. Essential Job FunctionsInterprets Texas Vital Statistics statutes, rules, regulations, policies, and procedures to review and determine the acceptability of highly complex customer applications for the issuance and amendments of vital records (vital records include records of Birth, Death, Marriage and Divorce and amendments to Birth, Death, Legal Name Changes, Paternities, Adoptions, and Disinterment Permits). Determines information for the input into vital records indexing systems using digital, paper, and microfiche products. Reviews highly confidential personal information through the use of complex automated system applications and software for input, retrieval, customer support, document production, and other tasks related to the production of vital records. Performs highly advanced customer service duties and advises employees on responding to customer requests. Coordinates and performs quality assurance reviews to identify areas of concern and improve operations. Work includes (1) preparation and composition of routine and non-routine correspondence utilizing Microsoft Office products and the Texas Electronic Vital Events Registrar (TxEVER) system to accept or reject customer applications; (2) review and certification of vital records for certificate issuance and/or sealed and non-sealed amendments; (3) examination and analysis of confidential customer documentation, including legal documents to ensure compliance with Texas Statutes and Vital Statistics rules and regulations; (4) accepts and deposits, as directed by Vital Statistics policy, any remittance (cash, check, money order, or voucher) found in customer applications; and (5) performs the allocation of customerapplications received daily from DSHS Fiscal and the Office of the State Comptroller using TxEVER. Provides direct customer service for the fulfillment of vital records requests.Coordinates and performs quality assurance reviews of Customer Service Representative IV work to identify improvements in their acceptance/reject https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=617207 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.