Vital Records Contact Center Representative

MPHI is a Michigan-based and nationally engaged, non-profit public health institute. We are a team of teams, process and content experts, dedicated to building A world where tomorrow is healthier than today!

Title: Vital Records Contact Center Representative

$20.35 - $28.81 / Posted Thru: 2-2-2026

Location: 100% In-person During Training Period

Remote/Virtual After Training - Must Live and Work in Michigan

In-person Meetings/Work Required at Lansing, MI Office After Training

Purpose: The Vital Records Contact Center Representative answers phone calls from the public to Michigan's Vital Records call centers and advises customers on questions about obtaining and changing Michigan vital records.

Duties and Responsibilities:

Answer call center calls from the public, governmental personnel, genealogical representatives, and other professionals regarding questions on how to change a vital record, who qualifies to apply for a change, and what is needed to complete an application.

• Remain logged into the call center for the entire workday, unless directed to perform other project work.
• Review and interpret the Changes Policies and Procedures to answer questions and determine eligibility for customer calls.
• Responsible for telephone inquiries regarding the completion, eligibility, and processing of applications or request for applications to be sent to the customer.
• Determine eligibility, give information and directions to customers relative to the Michigan Compiled Laws, and Eligibility rules and regulations of the department, as well as information relative to the Office of the Great Seal for exemplified copies of vital records needed for a customer request.
• Required to type conversation results on individuals that have called to check on an already existing order.
• Responsible for explaining/searching/giving customer's information regarding their request for a certified copy of vital records.
• Type correspondence, as needed, to notify the customer of order dismissal.
• Utilize Content Manager to verify information on the application.
• When call volume is low, this position will assist in various projects, as indicated by manager or supervisor.
• Always represent the best interests of MDHHS and MPHI.
• All other duties as assigned.

Qualifications/Requirements:

Education: A high school or equivalent is required.

Experience: Two years of administrative support experience, including one year equivalent to the intermediate level.

Important Skills and Characteristics:

• Knowledge of general office practices.
• Knowledge of filing and general record keeping.
• Knowledge of correct English usage and grammar.
• Ability to compare data from a variety of sources for accuracy, completeness, grammar, and format.
• Ability to perform mathematical calculations.
• Ability to follow, apply, interpret, and explain instructions and/or guidelines.
• Ability to determine work priorities.
• Ability to make decisions and take appropriate actions.
• Ability to meet schedules and deadlines of the work area.
• Ability to communicate effectively.
• Ability to type.
• Ability to operate standard office equipment.
• Active listening and the ability to understand customers' needs and respond appropriately.
• Strong problem-solving skills.
• Patience and adaptability.
• Willingness to learn and apply policies and procedures.

Work Environment and Physical Requirements: Standard office environment; no physical requirements.

RESPONSIBILITY FOR THE WORK OF OTHERS: No assigned responsibility.

IMPACT ON PROJECTS, SERVICES AND OPERATIONS:This position has a direct impact on the quality of services provided by MPHI to MDHHS.

REQUIRED COMMUNICATION

Contact Person/Group	Frequency	Purpose
Supervisor	Daily	Supervision
Internal Partners	As Needed	Collaboration
External Stakeholders	As Needed	Collaboration

"For purposes of employment standards, this classification is "Non-Exempt" from overtime provisions of the fair Labor Standards Act."

MPHI works with you to promote health for everyone. Together, we will build a world where tomorrow is healthier than today!

MPHI is an EEO/AA employer that participates with e-verify.