Administrative Assistant/Office Specialist

• Base Pay: $15.00 per hour for standard processing and information desk duties.
• Potential Pay Increase: $20.00 per hour if selected for Special Service request processing

• The Vital Records Program Support Generalist plays a key role in processing both routine and complex vital record requests while providing in-person customer service as needed. This position educates the public on procedures for requesting and amending vital records, responds to inquiries via phone and written communication, maintains office files, ensures quality assurance, and meets daily productivity goals in adherence to Virginia Department of Health (VDH) policies and procedures.

• Strong ability to complete technical tasks with accuracy.
• Effective communication skills for interactions with internal and external customers over the phone, in writing, and in person.
• Excellent organizational skills and proficiency in Microsoft Office applications ( Word, Excel, database entry) and general office equipment.
• Experience handling confidential files and records while maintaining data security.
• Ability to follow and apply established policies and procedures.
• Strong attention to detail for accurate data entry and record maintenance.
• Analytical and critical thinking skills to conduct research and solve problems.

• Knowledge of handling customer payments and reconciling accounts
• Experience working in an in-person customer contact position
• Experience processing complex customer inquiries
• Experience working independently with minimal supervision to meet deadlines
• Bilingual and able to read, write and speak Spanish proficiently

Performance Management (For Supervisors):

• Oversee onboarding, training, and performance management for staff.
• Establish and review work assignments, implement performance improvement strategies, and resolve workplace issues.
• Ensure employee development through coaching, feedback, and professional growth opportunities.

• Track, coordinate, and confirm referrals efficiently.
• Direct incoming customer inquiries to the appropriate staff member.
• Review correspondence for accuracy before distribution.
• Provide administrative support, including outbound customer calls, in-person assistance, and processing complex requests.

• Maintain and archive vital records in accordance with record-keeping policies.
• Process requests for amending vital records.

• Assist in training staff on procedures, workflows, and policies.
• Serve as the first point of contact for customers, providing guidance and directing inquiries appropriately.
• Participate in routine system testing for defect resolution and system improvements.

• Generate ad hoc reports as needed.
• Work overtime when required.
• Support state emergency declarations by assisting VDH in public health business needs.
• If designated as a mobile worker, responsibilities may include fieldwork, teleworking, and occasional office visits for meetings or training.